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How to give staff negative feedback
Managers who listen attentively while communicating clear objectives can build high-performing teams that are dedicated to adhering to shifting market realities.
Kamau is a customer service pod manager in Nairobi and has recently seen customer call times grow while customer complaint tickets pile up day by day.
Rather than asking questions to the agent with the most complaints, Mwende, who is the latest in a series of agents struggling to keep up with queues, Kamau remains silent, waiting and hoping for her metrics to self-correct.
