You just watched your employee handle a customer poorly. How should you respond?
A) "What were you thinking? That's not how we do it here!"
B) "I don't like the way you handled the situation."
C) "All employees are expected to follow procedures outlined in the employee manual when dealing with a customer. I am disappointed with the way you handled that situation. Can we review that policy together?"
D) "Let me show you how to do it. I can't believe you are unable to do something so simple."
Answer: c