Responds to customer requests on contact date or within 24 hours Reaffirms commitment to professional serviceĪsking probing questions that elicit the facts and help the customer through some of the decision-making process Serves customers in a manner that increases their confidence and knowledge to resolve their own problemsĪcknowledges shortcomings when appropriate Supports customer service efforts through program design, implementation, recovery and follow-up The degree to which the employee takes the initiative to meet internal and external customer needs in a timely and courteous manner.Įxamines customer requests to properly identify and resolve customer concerns Initiates new and creative ideas or procedures to enhance the department or organization Makes oral and written communication clear and easy to understandĪssesses and takes steps to improve ability to communicate (written and verbal) so ideas and consultations are conveyed with precision and efficiencyĮxtent to which employee generates workable and innovative ideas, concepts and techniques.Īttempts to simplify and/or improve procedures and techniques Seeks to clarify and confirm the accuracy of their understanding of unfamiliar or vague terms and instructions The extent to which the employee effectively listens, conveys and receives ideas, information and direction. The extent to which the employee can be depended upon to be available for work and to fulfill position responsibilities.Ĭommunicates schedule changes promptly to supervisor Shows poise and/or courtesy in tough situationsĭemonstrates ability to modify behavioral style and approach to goalĭegree to which the employee pursues goals with commitment and takes pride in accomplishment.ĭemonstrates orientation to achieve resultsīehavior reflects a desire to excel on the jobĭemonstrates self-confidence and positive attitude towards self and others Please feel free to combine or modify them to fit your needs by cutting and pasting.Įfficiency with which employee works under stress and responds to change. Some may overlap, and some may need to be expanded to include more descriptive and/or numerical measures. The following are samples of rating factors and example standards taken from a variety of sources.
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