Improving Customer Service Through Employee Self-Assessment Appraisals: Top Sample Phrases
What is customer service? Nothing without exceptional reps. That’s why it’s important to take time to develop your employees’ skillset so they can be the best customer representative possible. Performance assessments and appraisals are a key part of this development. Developing your employees into customer service gurus can be a snap. Just use these sample phrases for performance appraisals.
Performance Appraisals for Employees Meeting Expectations
If your employee meets expectations, acknowledge that with phrases on their performance review such as:
Works very well with clients as well as all staff members
Has a very warm rapport with everyone she comes in contact with
Follows up with clients to ensure no one feels forgotten or lost in the process
Clearly enjoys the “people” aspect of his position
Consistently answers the phone with a smile and a friendly hello
Readily admits when she doesn’t know the answer to a particular query
Outlines the steps that she will take to resolve a problem
Receives ongoing positive feedback from clients—both verbally and in writing
Has become the “go to guy” for clients who seek his advice to solve problems
Excels at providing timely feedback to even the most difficult customers
Consistently gains necessary approvals and authorizations
Is able easily to switch from English to Spanish and back again
Is an empathetic and focused listener
Skillfully overcomes customers’ objections
Deals with challenging customers without becoming aggressive
Has developed a loyal customer base and a high rate of repeat business
Enjoys identifying “out-of-the-box” solutions for clients with special needs
Skillfully manages all but the most challenging customer situations
Knows when to ask for additional support from team management
Is able to redefine the customer service process to meet clients’ changing needs
Overcomes objections in a logical and conversational fashion
For more business insights and strategies, sign up for our free management newsletter.
Performance Appraisals When the Employee Needs Improvement
If an employee needs improvement, you need to document that on their performance appraisal using performance feedback phrases such as:
Never use pressure to close a deal or to unduly influence a customer’s decision
Always put the client’s needs above your own
Provide objective and timely advice to customers
Tactfully tell customers no when their demands or expectations cannot be met
Follow up with customers after the conclusion of a sale
Keep an eye out for other AMA Playbook blog posts that highlight how to set the performance bar higher for these key performance review competencies: Leadership, Communication, and Creativity/Innovation. Along with Customer Service, these “Big 5” will round out your performance review template nicely. And of course for other core competency descriptors, look no farther than The Performance Appraisal Tool Kit or Paul Falcone’s bestselling 2600 Phrases for Effective Performance Reviews (AMACOM 2005).
Paul Falcone is a human resources executive in Los Angeles and has held senior-level positions with Nickelodeon, Paramount Pictures, and Time Warner. He is the author of a number of AMACOM and SHRM bestselling books, four of which made SHRM's prestigious "Great 8" list: 96 Great Interview Questions to Ask Before You Hire, 101 Sample Write-Ups for Documenting Employee Performance Problems, 101 Tough Conversations to Have with Employees, and 2,600 Phrases for Effective Performance Reviews. His latest AMACOM book, 75 Ways for Managers to Hire, Develop, and Keep Great Employees,
was released in the spring of 2016. Follow Paul on Twitter at @PaulFalconeHR and his website and blog at www.PaulFalconeHR.com.
As part of your leadership development toolbox, rotational assignments can go a long way in strengthening your frontline leadership muscle and succession planning strategies, says HR expert and author Paul Falcone.