I own a boutique style liquor store and our customer service is key! I have an employee with an attitude problem but is a great worker and has been with us for a few years.

I am trying to tactfully coach her to level up her customer service and leave the attitude at the door. She has received multiple bad reviews but is very reliable when it comes to showing up and helping out wherever needed. I am struggling with how to tell her that bad reviews are unacceptable without her feeling like her job is threatened. I don’t want her to leave but the attitude needs to be addressed.

Sidenote *I have talked to her multiple times about her attitude. She also does not take constructive criticism well.