Earlier in the day, a manager resolved a conflict between one of their employees and a customer over poor service. The customer was dissatisfied with the service they received from the employee, saying the employee was rude and was not accommodating to their needs. When resolving the conflict, the manager discovered that the employee had a sick family member in the hospital and was having a bad day at work. To resolve the conflict, the manager apologised to the customer and refunded them. Explain how the manager can evaluate and reflect on how they handled the conflict and the effectiveness of the solution. Consider the questions they should ask in this process