Don’t include fuzzy messages like “be aware of the company’s best practices” or “follow our company policies.” Instead, be specific.

Consider the two examples, below. Can you see how the specific feedback is much more valuable? 

Non-specific: When ending a conversation with a customer, always follow our best practices. 

Specific: When ending a conversation with a customer, always follow our best practices: 

  • Ask the customer if you can help them with anything else
  • Give the customer your business card 
  • Tell the customer how they can contact you  

In the second option, learners know exactly what you are referring to and don’t need to go searching for additional information. 

It is also important to avoid duplication