ABSTRACT

Eliza had one final piece of business that she wanted to talk with Claire about, and it involved another of her golden nuggets-giving effective feedback. Eliza had recently been reviewing Claire’s performance evaluations for her customer service team. In fact, she made it a point to evaluate all of the performance evaluations in the company, feeling that it was a good indication of the performance goals of her management team in addition to being a window into how well the rankand-file staff was performing.