Customer Satisfaction

Meets/Exceeds Expectations

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

Needs Improvement

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”

Customer Satisfaction Goals

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