C USTOMER S ATISFACTION

C

^USTOMER

S

ATISFACTION

: E

^XCEEDS

E

XPECTATIONS

“

I understand the latitude available to ensure customer satisfaction and do everything necessary to retain customers. My customer service ratings are stellar and I have very satisfied customers. I understand how to deal with difficult customers and resolve major problems.

“

A focus on the customers is the quickest way to generate good returns for a company. I believe I am deeply focused on the customer experience. I want our customers to love our brand and our company and through this dedication to the customer, increase our revenue.

“

Customer service has been a focus of mine this year. My internal customer surveys have been excellent and I have received excellent ratings from my manager and coworkers. Impressing customers with high quality, unique service is my specialty and something I will continue to perfect.

“

I believe I offer excellent customer service to meet the varied needs of my clients. I listen to customers, understand how to deal with difficult ones, and aim to have a satisfied customer with each experience.

“

Without customers, I wouldn’t have a job. I understand the importance of the customer relationship and how cultivate a happy and satisfied client. This is crucial for the success of our team and our company. I will continue to provide excellent customer service.

C

^USTOMER

S

ATISFACTION

: M

^EETS

E

XPECTATIONS

“

Though my customer service ratings are high, I have missed a number of opportunities to up sell clients. Up sells make up a good portion of our net sales and I understand I am required to meet a sales quota. Unfortunately, I have frequently failed to meet the sales quota.

“

My customer satisfaction numbers met goal this year. I have a very good approach to handling customers and believe this has resulted in an excellent image for the company. I will continue to work on improving the customer experience.

“

I am good at handling customer interactions – and very good at handling difficult customers. I understand how to listen to and calm down customers in stressful situations. I believe this has resulted in a number of great customer experiences and saved the company several customers. I will continue to improve with my customer service.

“

I have built a number of great relationships with our clients and focus on customer service with each interaction. This is an area of strength for me, I am very good at reading the customer and crafting a solution that is right for them. I can improve in follow-up communications with clients this next year.

“

I believe I am good at handling customer situations and resolving problems. My customer surveys have been consistently good. I value our customers and work hard to make sure they are pleased with the company and my service.

C

USTOMER

S

ATISFACTION

: B

ELOW

E

XPECTATIONS

“

I have been made aware that the company has received a number of complaints about my customer service. These complaints center around follow up to customer issues and has resulted in a number of unsatisfied clients. This has resulted in a number of problems which must be resolved. I will focus on improving my customer service.

“

My customer service ratings have not been up to par this year. I have struggled to retain customers and have found dealing with difficult customers to be frustrating.

This is an area I understand I need much improvement in and plan to participate in new training and coaching.

“

Though I don’t have an external customer facing role, I do deal with a number of internal customers, many of whom are upset with my performance this year. I have struggled with some of the relationships of key customers for our department. A focus this year is to rebuild these relationships and improve my customer service ability.

“

There are times when I have struggled with difficult customers. I do not always know how to handle the situation and frankly do not enjoy angry customers. These situations are out of my comfort zone and I struggle to find a resolution. This is an area I will work to improve this year.

“

I understand not all of my clients have been happy with my work, though I am trying to mend these relationships and deliver stellar results. I believe additional training and coaching will help me learn how to properly handle these customers and ensure a disagreement doesn’t turn into a lost client.

Chapter 12

D EPENDABILITY

D

EPENDABILITY

: E

^XCEEDS

E

XPECTATIONS

“

I faithfully commit to get the job done and consistently perform above expectations.

This dependability and willingness to get things accomplished is a great asset to my team. When something has to get done, I am someone who will get it finished and delivered.

“

There are times when we have tasks that absolutely must get done. I have shown that I will do what it takes to get things done. I do so with a positive attitude and willingness to complete it cheerfully.

“

I believe I am one of the most reliable employees at our firm. I demonstrate this through a commitment to meeting or exceeding deadlines for projects and goals. I will continue to improve in this area and continue to be trustworthy.

“

I am committed to success in this organization! I find a way to get the job done, despite any obstacles in the way. I believe I am responsible, trustworthy, and dependable. I will continue to grow in this area.

“

There have been a number of times this year when I have worked late, weekends, or changed my schedule to meet the demands of a project and deliver it on time. I am willing to do whatever it takes to get the job done in an effective manner. I believe I am a very reliable and committed member of the team.

D

EPENDABILITY

: M

^EETS

E

XPECTATIONS

“

I have demonstrated that I am one of the hardest workers and I care about my job, my team, and the company. I believe this has shown my reliability and I have contributed as required to the needs of the team. I will continue to grow with my dependability.

“

I understand I am relied upon to provide great performance each day. I believe I have achieved this. I believe my steadfastness on the job is admirable and I work without ceasing on major projects or if we have a problem.

“

I am very consistent with my work product and deliver on time, each time. I believe I am a responsible employee who completes tasks in a timely and efficient manner. I will continue to work on improving my dependability.

“

I reliably complete my work on time and within budget. I consistently perform well and receive high marks for my productivity. I work well with others and respond to requests for help. I work late as required and am willing to alter my shift to help my coworkers or management.

“

I am committed to getting the job done with whatever effort, scheduling, and demands required. I do not complain when asked to work overtime and offer to help when others are swamped with work. I find time to make sure my staff are not stretched too thin and offer to help to alleviate stress.

D

EPENDABILITY

: B

^ELOW

E

XPECTATIONS

“

There have been times this year when I have struggled to complete tasks on time.

This has caused my dependability to be questioned, but I have worked to improve in this area and will continue to find new ways to demonstrate my reliability.

“

Since moving into management, I have struggled to keep up with my own duties as well as to help when the team gets behind on work. Some believe this has reflected negatively on my dependability. I will work to balance the demands of my supervisory role and the needs of my team.

“

Due to personal needs, I have not been able to work overtime or weekends as sometimes required. This has offered an impression that I am not committed entirely to getting the job accomplished. I am committed, I just cannot meet all of the demands on my time. I will work to free up my schedule this next year.

“

Though I believe I am mostly reliable, I understand there have been a number of projects I have been late with and have not effectively communicated before the project was late. This is an area of focus for me and one which I will improve in.

“

A number of times I have failed to help my teammates as they struggled under the weight of the work. I have my own workload which is cyclical in nature, yet I should be more considerate of others when they have difficulties. This year, I will work to improve my dependability.

Chapter 13

E ^THICS

E

^THICS

: E

^XCEEDS

E

XPECTATIONS

“

I believe I am a morally sound person who stands on conviction. I have a solid base of principles and will not compromise them.

“

In an international role, it can be easy to find your ethics compromised, but I have stood firm and have not violated company policies, US, international, or local laws. I demand this level of ethical values among my staff.

“

Not only do I stick by the letter of the law, but also the intent of the rules. There is little gray to live in, the rules are meant to protect us and the firm and I follow them very precisely.

“

I am deeply concerned about business ethics and interested in how it applies to real world situations. In each action, I think about what consequences could occur and how to manage those through a lens of morality.

“

I like to look at each major decision from different perspectives: moral, ethical, philosophical, legal. I believe I have a very good sense to make solid decisions which not only are legal, but are also highly ethical. This is one of my strengths in business.

E

^THICS

: M

^EETS

E

XPECTATIONS

“

I meet all standards for ethical behavior and do not have any lapses in this area. I follow all company policies, as well as local laws. I continually demonstrate a high standard of ethics.

“

I understand the reasoning behind ethics, laws, and regulations, and how a particular decision fits within this. Being ethical is extremely important for our business to succeed and I believe this is an area I am good at. I will continue to keep up to date with changes in this area.

“

I have high morals and am consistent in my ethics and values. I believe I am a trustworthy employee who follows the rules very strictly. I hold my team to a high moral standard.

“

In a position like mine, my moral convictions are on display and I believe I pass the test. I provide a good example for those around me and place a particular emphasis on ethical behavior with my team. I will continue to work in an ethical manner.

“

I have high ideals and expectations for myself and the employees that work for me. I consider myself a highly ethical employee and I am consistent in demonstrating those ethics.

E

^THICS

: B

^ELOW

E

XPECTATIONS

“

On occasion, there have been gray areas which I may have dabbled in. This isn’t where I want to be all of the time. I do not think this is a significant ethical violation, though I will continue to improve in this area.

“

I have had some difficulty getting my head wrapped around some of the rules and regulations in our industry and how ethics applies. I don’t think I have been unethical, but I know questioning some of these rules have raised some eyebrows.

“

Unfortunately, a number of times this year, I lied in a situation and was caught in the lie. This turned into a larger problem and one which needed gentle negotiations to resolve. I understand the ramifications of my actions and what is required to fix these actions.

“

There are times when I don’t understand why a particular rule is in place and have violated them for expediency’s sake. I understand this is not acceptable and should not be repeated.

“

Though I don’t believe I have been unethical, my manager has noted a number of times where my team feels I have been backhanded or undercut them. This has negatively affected team dynamics and my own position as their leader. This is an area which I am acutely aware of and will work to resolve.

Chapter 14

In document Simple Evaluation (Page 39-48)