Brianna, a supervisor in a shoe store, observes Charles, an employee, becoming anxious and defensive when a customer complains about some shoes. The customer reacts to Charles' behavior by raising her voice and demanding to talk to a manager. When should Brianna give Charles performance feedback related to his handling of customer complaints?
A) at Charles' annual performance appraisal
B) within the next few weeks, whenever she has time for a formal meeting with Charles
C) as soon as she has time to list all of Charles' areas for improvement
D) as soon as she is finished talking with the complaining customer
E) during the next month in which performance appraisals are scheduled

Question

Quizplus · Accepted Answer

Brianna should give Charles immediate feedback as soon as she is finished talking with the complaining customer. This will allow Charles to address the issue in the moment and hopefully prevent future incidents with customers. Waiting for the next performance appraisal or scheduling a formal meeting may be too late to effectively address the issue.

Brianna, a Supervisor in a Shoe Store, Observes Charles, an Employee