Sample Phrases for Performance Appraisals: Customer Service

Customer Service

What is customer service? Nothing without exceptional reps. Developing your employees into customer service gurus is a snap using these sample phrases for performance appraisals.


 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

More phrases on next page….

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Part of being a manager is giving performance reviews. Hone your managerial skills with these AMA resources and seminars.

About The Author

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, and four of his books made SHRM's prestigious "Great 8" bestseller listings over the last few years: 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 2600 Phrases for Effective Performance Reviews. His additional books on performance management include 2600 Phrases for Setting Effective Performance Goals and The Performance Appraisal Tool Kit. You could find Paul's website and blog at


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