Customer Service: Use these sample phrases to craft meaningful performance evaluations, drive change and motivate your workforce.

Customer Service is the ability to cater for the needs of the client by providing excellent customer service without compromise.

Customer Service: Exceeds Expectations Phrases

  • Possesses a loyal customer base and is viewed as the person to go to by returning customers
  • Excels at following up with customers to ensure they are fully satisfied
  • Shows an extraordinary ability to understand what customers are experiencing and is able to meet all their needs fully
  • Handles the most difficult customers with ease and manages to give them feedback in the most constructive manner
  • Takes pride in serving all clients equally in a warm and friendly way
  • Always has the right answers to the most difficult questions
  • Clearly outlines the steps needed to resolve a problem in the simplest way possible
  • Excels at offering special and unique solutions to customers with special needs
  • Excels in redefining customer service processes to meet the ever-changing needs of customers
  • Provides feedback as soon as a customer makes an inquiry

Customer Service: Meets Expectations Phrases

  • Seeks assistance from colleagues when faced with a challenging question and avoids giving wrong answers
  • Receives positive feedback consistently and has made gains in retaining customers
  • Makes efforts to provide feedback in a timely manner and avoids becoming emotional when faced with objections
  • Seeks assistance when handling customers with special needs and works well with most customers
  • Takes part in redefining customer service process to meet the ever-changing needs of customers
  • Puts more effort in providing feedback on time after a customer makes an inquiry
  • Makes efforts to follow up with most customers to ensure they are satisfied
  • Attempts to outline the steps needed to resolve a problem in a simpler way
  • Understands what most customers are experiencing and is able to meet most of their needs
  • Explains reasons for delays if it takes more time to find a solution

Customer Service: Needs Improvement Phrases

  • Receives multiple customer complaints about failing to follow up on their inquiries as promised
  • Does not manage the expectations of customers by failing to give reasons for delays
  • Receives substandard feedback from most customers and is viewed as the not to go to person
  • Uses inflammatory language towards difficult customers and argues with objecting customers
  • Shows frustration when a customer asks too many questions and lacks patience with customers who ask irrelevant questions
  • Alienates customers with special needs and does not bother to attend to customers on a first come first served basis
  • Gives inaccurate solutions when faced with difficult questions and does not bother to ask for assistance
  • Demonstrates insufficient knowledge of company products and does not bother to stay updated with changes to products
  • Ignores customers with unrealistic demands and makes little attempts to negotiate with them to reach a middle ground
  • Makes little efforts to redefine customer service processes to meet the ever-changing needs of customers

Customer Service: Self Evaluation Questions

  • Can you recall of any situations where customers made objections? How did you react?
  • Were there any times you came across customers with special needs? How did you assist them?
  • How do you respond to customers who make unrealistic demands?
  • Are there any instances where customers asked irrelevant questions? How did you handle such customers?
  • Is there a time when you were asked a question and you were unable to answer? Did you seek assistance?
  • Are there any instances where some customers declined following a queue? How did you correct such situations?
  • What efforts are you making to gain more understanding about company products?
  • Can you think of a time where you felt you had not responded well? How did you correct the situation?
  • What efforts are you making to redefine customer service processes to meet the ever-changing needs of customers?
  • Are there any instances where you delayed responding to a customer and did you give any explanations for the delay?

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