In this file, you can ref useful information about customer service performance appraisal such as customer service performance appraisal methods, customer service performance appraisal tips

1. Customer service performance appraisal
In this file, you can ref useful information about customer service performance appraisal such as
customer service performance appraisal methods, customer service performance appraisal tips,
customer service performance appraisal forms, customer service performance appraisal phrases
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I. Contents of getting customer service performance appraisal
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Service industries often rely on exceptional customer service to ensure strong operations and to
attract repeat business. Continually setting goals and measuring performance in these key areas
helps the business remains competitive, profitable and successful. Helping staffers understand
expectations through goal-setting can increase productivity and empower staffers to higher levels
of performance.
Key Objectives
Key objectives in the service industry should include high customer satisfaction levels, increased
revenue and positive word-of-mouth reputation. Other measurable objectives include increased
market share and low employee turnover. Objectives can be measured through customer
comment and suggestion cards, online surveys, focus groups and in-person interviews.
Management may opt to develop a numerical classification system to gauge and measure
performance in key service areas.
Service Initiatives
Service initiatives that can increase performance and goal meeting include ongoing on-the-job
training and peer-to-peer mentoring. Providing regular feedback and offering a mechanism for
employees to approach management with concerns and suggestions can help increase overall
service performance. Include staffers in the goal-setting process to ensure buy-in and make
staffers feel they're being heard.

2. Setting Goals
Developing clear, measurable service goals can help employees in the service industry
understand management expectations and set the stage for how an organization wants customers
treated. Goals can be set by department or by individual and be monitored and measured through
customer satisfaction surveys and performance appraisals. Goals should be clearly defined, have
timelines for completion and should be achievable.
Performance Indicators
Develop criteria for measuring goal progress and performance. In the service sector, indicators
could include high marks on customer feedback surveys, increased repeat business figures,
production/output, revenue generation and customer referral numbers. Also take into
consideration levels of absenteeism, meeting deadlines, taking initiative, staying on budget and
participating in team environments.
Performance Evaluation
Staffers in the service industry should be regularly evaluated on their customer attitudes,
knowledge of the company’s products and services and through customer interaction observance.
Employees can be evaluated on their goal progress. Unsatisfactory evaluations should be
followed with detailed improvement plans, mentoring and ongoing service training. Consider
reverse appraisals to gauge management performance as well as peer-to-peer evaluations to get a
well-rounded picture of performance levels.
Value of Performance Measurement
Organizations that regularly monitor and measure performance in key service areas can stay
ahead of their competition. Having such a system in place allows an organization to monitor
customer service attitudes, get employee feedback, notice areas of concern quickly and fix
problems before they become costly.
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III. Performance appraisal methods

3. 1.Ranking Method
The ranking system requires the rater to rank his
subordinates on overall performance. This consists in
simply putting a man in a rank order. Under this method,
the ranking of an employee in a work group is done
against that of another employee. The relative position of
each employee is tested in terms of his numerical rank. It
may also be done by ranking a person on his job
performance against another member of the competitive
group.
Advantages of Ranking Method
i. Employees are ranked according to their performance
levels.
ii. It is easier to rank the best and the worst employee.
Limitations of Ranking Method
i. The “whole man” is compared with another “whole man”
in this method. In practice, it is very difficult to compare
individuals possessing various individual traits.
ii. This method speaks only of the position where an
employee stands in his group. It does not test anything
about how much better or how much worse an employee
is when compared to another employee.
iii. When a large number of employees are working, ranking
of individuals become a difficult issue.
iv. There is no systematic procedure for ranking individuals
in the organization. The ranking system does not eliminate
the possibility of snap judgements.
2. Rating Scale
Rating scales consists of several numerical scales
representing job related performance criterions such as
dependability, initiative, output, attendance, attitude etc.
Each scales ranges from excellent to poor. The total
numerical scores are computed and final conclusions are
derived. Advantages – Adaptability, easy to use, low cost,
every type of job can be evaluated, large number of
employees covered, no formal training required.
Disadvantages – Rater’s biases

4. 3. Checklist method
Under this method, checklist of statements of traits of
employee in the form of Yes or No based questions is
prepared. Here the rater only does the reporting or
checking and HR department does the actual evaluation.
Advantages – economy, ease of administration, limited
training required, standardization. Disadvantages – Raters
biases, use of improper weighs by HR, does not allow
rater to give relative ratings
4. Critical Incidents Method
The approach is focused on certain critical behaviors of
employee that makes all the difference in the
performance. Supervisors as and when they occur record
such incidents. Advantages – Evaluations are based on
actual job behaviors, ratings are supported by
descriptions, feedback is easy, reduces recency biases,
chances of subordinate improvement are high.
Disadvantages – Negative incidents can be prioritized,
forgetting incidents, overly close supervision; feedback
may be too much and may appear to be punishment.
5. Essay Method

5. In this method the rater writes down the employee
description in detail within a number of broad categories
like, overall impression of performance, promoteability
of employee, existing capabilities and qualifications of
performing jobs, strengths and weaknesses and training
needs of the employee. Advantage – It is extremely
useful in filing information gaps about the employees
that often occur in a better-structured checklist.
Disadvantages – It its highly dependent upon the writing
skills of rater and most of them are not good writers.
They may get confused success depends on the memory
power of raters.
6. Behaviorally Anchored Rating Scales
statements of effective and ineffective behaviors
determine the points. They are said to be
behaviorally anchored. The rater is supposed to
say, which behavior describes the employee
performance. Advantages – helps overcome rating
errors. Disadvantages – Suffers from distortions
inherent in most rating techniques.
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