Performance review phrases – Customer Focus

Customer focus is the ability of a person (or a whole company) to put the customers’ interests first and orient to satisfying their needs by any means necessary. Client-oriented companies are interested in a high-level of service and pay attention to opinions of their customers. The main effect expected of this competence is increased profit of the company as the result of the work done.

Exceptional/Superior:

1. Sue can find the approach to any client, even the most critical one.
2. Miguele solves client’s problems with accuracy and true devotion, which makes every client feel special.
3. Jessica is able to foster long term-relationships with her clients as she provides them with personalized experience.
4. Gregory is considerate of timeframes. He responds to customers’ request as fast as he can.
5. Harry thoroughly analyzes feedback in order to improve the quality of the customer services.
6. Thanks to John’s friendly attitude, his clients tend to use the company’s services more often.
7. Yvonne provides amazing live chat support. She has strong writing skills and is comfortable with multitasking.
8. Helen is a very empathetic employee, which makes her a good customer service agent.
9. Valeria is able to treat her clients as individuals, focusing on their needs and doing her best to satisfy them.
10. George is extremely competent, patient, and professional when dealing with clients.

Exceeds Requirements/More than Satisfactory:

1. Alejandro does his best to meet customer’s individual requirements.
2. Benjamin implements all contract arrangements and fulfills all obligations to his clients.
3. Gabriel’s good attitude to the clients makes them use the company’s service again and recommend it to others.
4. Samuel always tries to provide the customers with detailed information on any specific issue, which they are interested in.
5. Kevin cannot afford to disappoint his clients. If he has promised to do something, he will certainly fulfill his promise.
6. Abigail is able to find the right approach even to the most demanding customers.
7. Ben has a very positive attitude. He is always polite and friendly with clients.
8. Quentin easily creates connections with customers. He is able to mirror a client’s tone and language.
9. Peter remains graceful and tactful even under pressure from customers.
10. Richard is always ready to go an extra mile to satisfy the needs of his customers.
11. Alejandro does his best to meet customer’s individual requirements.

Meets Expectations/Satisfactory:

1. Evelyn is always polite and friendly with her customers and never interrupts them during the conversation.
2. Kelly always tries to take into account the customers’ interests while shaping a commercial offer.
3. Sandra always finds a way to inform the client about some unexpected changes if any of them appear in the process of work.
4. Ken always tries to provide the customers with detailed information on any specific issue, which they are interested in.
5. Anna is able to work with clients’ objections and cope with them, convincing the customers in the rightness of her point of view.
6. Monica solves customer problems with great care and accuracy.
7. Joshua cannot afford to disappoint his client. If he has promised to do something, he will certainly fulfill his promise.
8. Wendy understands that customers want to feel heard and does everything she can to make it possible.
9. Lionel truly cares about the convenience and comfort of the company’s clients.
10. David always cares about the clients’ comfort and convenience.

Provisional/Needs Improvement:

1. In order to convince customers to use services of his company, Ronald often criticizes their rivals.
2. Catherine is focused on satisfying wide audience needs, while an individual approach to each client is more appreciated.
3. Julia spends too much time on communicating with her clients over the phone.
4. Jane always tries to answer all of her clients’ questions immediately, neglecting some of her direct professional duties in the process.
5. Jim always tries to support his clients in every situation, even when this support goes beyond his responsibilities.
6. Sometimes Henry treats his clients in an overly informal manner, crossing the line of the company’s corporate ethics.
7. Sometimes Marta goes beyond her responsibilities when helping customers.
8. Michael is not flexible enough to deal with unexpected customer problems.
9. Paul fails to maintain a friendly attitude and speaks with clients without enthusiasm.
10. Philipp is very impatient. He tries to end the conversation with a client as fast as it is possible even if their problem is not solved yet.
11. Cindy cannot satisfy difficult customers. Most of the time her supervisor has to step in to solve the problem.
12. Jennifer lacks knowledge of our company’s products. She cannot help some customers because of that.
13. Aaron often tries to win the argument with a customer. He must learn that the client is always right.

Unsatisfactory:

1. Victoria stays in touch at any time, which has a negative impact on her emotional state as she cannot afford to take her mind off her work.
2. Maggie spends a lot of time and effort on creating good relationships with her clients, whereas the working environment leaves much to be desired.
3. Robert can recommend his clients to turn to a rival company for their best interests if he has any doubts about his own company’s opportunities.
4. Donald strives to satisfy his customers’ needs in any situation, even if the company may suffer financially.
5. Jimmy never tries to impress his clients.
6. Peter never smiles and appears uninterested in assisting clients.
7. Abigail tries to satisfy the needs of her clients by any means, even if it damages the company financially.
8. Rachel behaves sarcastic when dealing with unhappy customers, which upsets them even more.
9. Many customers claim that Evan is ignorant and unhelpful.
10. Gwen is very polite with customers, but she is too slow and ineffective.
11. Francesca tends to patronize people, which annoys many customers. She has to change her attitude.
12. David fails to keep commitments given to customers. He misses deadlines and makes up silly excuses, which damages the image of our company.

Self Evaluation Questions:

1. What do you do to calm down angry customers?
2. Can you find the right approach to the most demanding clients?
3. Do you always strive to make the customer happy?
4. How do you respond to negative user reviews?
5. Do you understand what exactly customers expect from our company?
6. Do you communicate with customers to improve the company’s products and services?
7. Do you monitor the activity of your competitors to find out why their customers choose them?
8. Do you always deliver the right services on time?
9. Can you anticipate customers the hidden needs of your customers?
10. Are you aware of the company’s customer strategy?

The sample of performance review phrases for customer focus is a great/helpful tool for periodical/annual job performance appraisal. Note that, a customer focus review phrase can be positive or negative and your performance review can be effective or bad/poor activity for your staffs.

If no matching phrase is found, you can also see a general list of performance review phrases and choose a more appropriate skill.