Question: As head of customer service for a cosmetics company, you are responsible for how your employees communicate with customers, both verbally and in writing. They deal with professional buyers at major retail chain stores and individual consumers. Their communications involve providing product information, answering availability and delivery questions, resolving complaints, and actual selling. You must ensure that your employees' verbal and written skills and overall communication abilities are all up to the task. You will have to address numerous issues, not the least of which is training and performance evaluation.