Two customer service employees have contrasting personalities and approach customer interactions quite differently. Their manager nonetheless appraises them comparably on the basis of customer feedback and issue resolution efficiency. This manager is using ________ appraisal.

Question

Quizplus · Accepted Answer

The manager is focusing on the outcomes of customer feedback and issue resolution efficiency, which are results-oriented metrics, rather than the employees' traits or behaviors.

Two Customer Service Employees Have Contrasting Personalities and Approach Customer