Press Release

Keep Performance Appraisals Positive, Even When They're Negative

The Customer Service Newsletter's panel of experts offer advice on how to get the most from performance appraisals. The key: Keep it positive, even when it's negative.

(Boonton, NJ, December 29, 2010) — Performance appraisals are essential to every service organization -- clarifying work priorities, performance expectations and standards, and areas of development and growth -- and keeping the appraisal positive can have a big impact on outcomes.

That's according to the Customer Service Newsletter's panel of service experts. Writing in the December issue, they offer a wide range of advice including how to keep things positive.

Look for the good as well as the bad, says Jennie Davis of Animal Supply Company.

"When evaluating an employee's performance, it is very important (and probably most important) to recognize the good as well as the bad in terms of that employee's behavior and performance," says Davis.

"I always make it a goal to sandwich the type of feedback I offer reps. I make it a point to start and end every review on a high note. Quite often it can be easy to provide negative feedback, but it can also be detrimental to an employee's performance and attitude to leave a review feeling dejected and unappreciated."

The full article, including advice from Lindsey Banville, Footlocker.com and Ed Loeffler, Gold Coast Freightways Inc. is in the December issue of Customer Service Newsletter.

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About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com