Use these practical examples of phrases, sample comments and templates for your performance review, 360 feedback survey or manager appraisal. 

The following examples not only relate to customer service but also customer satisfaction, customer relations, customer management, customer focus, handling customers appropriately, and general customer skills.

Example Phrases to say:

You’re doing great”:

  • You’re a great team player and you constantly help others meet their customer requests. Well done!
  • Your loyal customer base is outstanding. Customers often ask for you by name and you have a lot of repeat customers as a result. Great job!
  • Clients constantly request you for advice to solve their problems. You’ve become quite the go to person with our customers.
  • You have no problem building rapport with everyone you come in contact work. This a great customer service skill to possess.
  • You’re really good at obtaining first-hand customer information and using this information to improve our products and services. You should show the rest of us how you go about obtaining this information.
  • You’re really good at following up with the client so as to ensure that they are never left in the dark. Keep it up!
  • Your really good at focusing on what customers need and require. You have a real instinct to understand our customers. Good work!
  • You have the natural ability to understand and feel what your customers are experiencing, and you are able to meet their needs effectively. Well Done!
  • You excel at serving your customers. Great Job!
  • Even when customers are difficult, you still manage to give them feedback in a timely and constructive manner.

"You should think of improvement":

  • As a customer service representative, you have to be able to handle criticisms, complaints and special requests from time to time. You need to be able to handle these queries as customer retention is vital for our company to survive.
  • You tend to focus too much on internal operations and you let customer problems go unheard. You need to deal with customer problems in a timely and efficient manner.

  • It is difficult to follow policies, practices and processes as you make to many exceptions to customers. Try adopt a more hardline approach and make sure customers fall in line with what the policies are.

  • You tend to be a little to defensive about our product and company. Remember the customer is always right. Try listen to what they have to say.
  • As you fall under the customer service department, it is really important that you get to know our customers. Try get out more and get to know them.
  • Try make time to visit customers and get to know them. it goes a long way in building rapport with them and they’ll appreciate your effort.
  • Customers often complain that you fail to follow up with them as promised. It is a good idea to stick to your promises. Try to under promise and over deliver.
  • When you’re on the phone, try adapt your tone and personality to fit each caller’s style. This helps build rapport and you’ll understand your customer problems quicker.
  • When products are updated, it is imperative that you understand the changes as quickly as possible so that you can answer any customer queries.
  • While the customer is always right, sometimes they have the tendency to have unrealistic demands. Try negotiate a so you reach a middle ground.

"Tips to improve":

  • Always try to exhibit creativity and flexibility at solving customers’ problems and questions.
  • Remember to put the client's needs above your own. It’s important that they come first as they are important for the company's survival.
  • Try be 100% committed to outstanding customer service. If you go above and beyond what the customer expects, you will be creating a good company image.
  • You need to be more transparent with company information. if a customer requests some information or some resources, don’t be afraid to share this with them.
  • Try refrain from speaking poorly about our competition. It’s not progressive and customers won’t want to work with us again.
  • Try to address problems as quickly as possible even if it’s a demanding customer.
  • You need to aim at providing constructive and timely advice to our customers. They need to feel like they are understood.
  • If there are pending delays, be proactive and inform your customers of these hold ups.
  • Remember to never be manipulative and unduly influential when a customer is trying to purchase a product. at the end of the day it’s their choice whether they would like to purchase a the product or not.
  • Even if the customer is always right, never allow them to treat you badly and attack you personally. if you feel you are being mistreated flag them and they will be dealt with in the appropriate manner.