AMA
Playbook

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.

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 her performance appraisal using phrases such as:

  • Receives ongoing substandard customer satisfaction scores
  • Does not manage customer expectations by explaining reasons for delays
  • Has difficulty saying no or tactfully telling customers that they must wait their turn
  • Refers too many customer queries to management for final resolution
  • Has received numerous customer complaints for failing to follow up as promised
  • Cannot yet demonstrate sufficient knowledge of company products
  • Misses opportunities for cross-selling and overcoming initial objections
  • Is unwilling to adapt his tone and personality to fit a particular caller’s style
  • Argues and uses inflammatory language with customers
  • Becomes frustrated when customers ask too many questions
  • Displays sarcasm and alienates those looking for help
  • Demonstrates condescending behavior when dealing with overly demanding callers
  • Has little patience for customers with “dumb questions”

 

 

SETTING GOALS ON PERFORMANCE APPRAISALS

For the new year, set customer service goals high with customer satisfaction goals such as:

  • Demonstrate total commitment to outstanding customer service
  • Always exhibit creativity and flexibility in solving customers’ problems
  • Share information and resources readily
  • Make sure that clients understand that you’re on their side
  • Never appear to talk down to or to patronize customers
  • Exceed customers’ expectations by providing timely feedback and follow-up
  • Quickly address problems even with the most demanding customers
  • Effectively prioritize your workload based on your customers’ needs
  • Share only as much information with a client as is necessary
  • Refrain from speaking poorly of the competition
  • Never permit customers to treat you disrespectfully
  • Involve management whenever customers behave inappropriately
  • Proactively inform customers of pending delays
  • 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).

Adapted from 2600 Phrases for Effective Performance Reviews by Paul Falcone.

For more business insights and strategies, sign up for our free management newsletter.

Related Posts Plugin for WordPress, Blogger...
Part of being a manager is giving performance reviews. Hone your managerial skills with these AMA resources and seminars.
avatar

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 www.PaulFalconeHR.com.

14 Comments »

  1. avatar

    […] these key performance review competencies:  Leadership, Teamwork, and Communication.  Along with Customer Service, these “Big 5” will round out your performance review template nicely.  And of course for […]

  2. avatar

    […] 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 […]

  3. avatar

    Spot on with this write-up, I actually assume this web site needs far more consideration. I’ll in all probability be again to learn far more, thanks for that info.

  4. avatar

    One thing I have actually noticed is that often there are plenty of misconceptions regarding the banks intentions whenever talking about property foreclosures. One misconception in particular is the bank wishes to have your house. The financial institution wants your hard earned cash, not the home. They want the amount of money they gave you together with interest. Staying away from the bank will only draw the foreclosed final result. Thanks for your write-up.

  5. avatar

    I was very happy to search out this web-site.I needed to thanks for your time for this excellent learn!! I positively enjoying each little bit of it and I’ve you bookmarked to take a look at new stuff you blog post….

  6. avatar

    Hey! Where did you download design of your website? It’s incredible :)

  7. avatar

    Hello there! Where did you get design of your blog? It’s incredible :)

  8. avatar

    Every when inside a whilst we pick out blogs that we study. Listed below are the newest web-sites that we decide on

  9. avatar

    Hi, Neat post. There’s an issue with your website in internet explorer, could test this. IE still is the market chief and a huge portion of people will omit your great writing due to this problem.

  10. avatar

    we came across a cool internet site that you may delight in. Take a look in the event you want

  11. avatar

    I like your blog. One thing what I noticed, it was very hard to find it from google (at least with my search term).

  12. avatar

    we prefer to honor quite a few other online websites around the net, even if they aren’t linked to us, by linking to them. Underneath are some webpages really worth checking out…

  13. avatar

    I like this post, enjoyed this one thankyou for posting .

  14. avatar

    outstanding internet site !

Leave a Comment




Current ye@r *