Sample of performance appraisal

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I. Contents of getting sample of performance appraisal

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If your employee meets expectations, acknowledge that with phrases on their performance
review such as:

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 doesnt know the answer to a particular query

Outlines the steps that she will take to resolve a problem

Receives ongoing positive feedback from clientsboth 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

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PERFORMANCE APPRAISALS WHEN THE EMPLOYEE NEEDS IMPROVEMENT
If an employee needs improvement, you need to document that on her performance appraisal
using phrases such as:

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 callers 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

SETTING GOALS ON PERFORMANCE APPRAISALS

For the new year, set customer service goals high with customer satisfaction goals such as:

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 youre 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 customers decision

Always put the clients 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

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III. Performance appraisal methods

1. Essay Method
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.

2. 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.

3. 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 Raters biases

4. 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

5.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
Employees are ranked according to their
performance levels.
It is easier to rank the best and the worst
employee.
Limitations of Ranking Method
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.
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.
When a large number of employees are working,
ranking of individuals become a difficult issue.
There is no systematic procedure for ranking
individuals in the organization. The ranking system does
not eliminate the possibility of snap judgements.

6. 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.

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