If I were Kelly I would call the employee to my office, so we can have privacy and the whole office does not hear what I am about to say to the employee. I would start off pointing out the good qualities of my employee and let them know what they do well. I would keep it short and simple. I would tell the employee I appreciate her efforts in our office and how well she does perform. I will remind her about the training she has when dealing with our customers/clients. I would also let her know that I know some days it is hard when dealing with customers and she knows that some of them are hard to deal with. I would remind her that our job is to explain the policies and if they do not understand we should be more than willing to explain it to
