Caroline is an employee of the Super Savers supermarket. She has just completed a period of training to enable her to deliver improved customer service. Her feedback about the training was that it wasn't really relevant to her role and the trainer gave irrelevant examples. The training was also highly theoretical - the trainer spoke a lot but Caroline didn't have the chance to apply anything in practice.

Caroline has been assessed in the period following the completion of training. She has observed dealing with customers directly and asked questions such as 'what would you do if?' Caroline's levels of attentiveness have increased and she has become more polite to customers. However, there is still room for improvement in relation to her non-verbal communication skills. Her subtle body language suggests impatience when dealing with some customers, her eye contact is not good, and she rarely smiles.