Customer Focus Self-Appraisal Comments
Definition: Customer Focus is the ability to consistently deliver high-quality service by understanding, anticipating, and addressing customer needs through responsive action, helpful attitudes, and innovative solutions. It involves building strong customer relationships, exceeding expectations, and demonstrating competence, integrity, and empathy in every interaction. Managers who model customer-centric behaviors, communicate effectively, and use feedback for continuous improvement foster environments where customer satisfaction and loyalty thrive.
Collaboration
Trustworthy
Responsible
Client Focus
Customer Focus
Empowering Others
Employee Relations
Employee Development
Developing Others
Co-worker Development
Coaching
Partnering/Networking
Conflict Management
Negotiation
Teamwork
Recognition
Others
Survey Questionnaires with Customer Focus:
Survey 1 (4-point scale; Competency Comments)
Survey 2 (4-point scale; Competency Comments)
Survey 3 (5-point scale; Competency Comments)
Survey 4 (5-point scale; radio buttons)
Survey 5 (4-point scale; words)
Survey 6 (4-point scale; words)
Survey 7 (5-point scale; competency comments; N/A)
Survey 8 (3-point scale; Agree/Disagree words; N/A)
Survey 9 (3-point scale; Strength/Development; N/A)
Survey 10 (Comment boxes only)
Survey 11 (Single rating per competency)
Survey 12 (Slide-bar scale)
Survey 1 (4-point scale; Competency Comments)
Survey 2 (4-point scale; Competency Comments)
Survey 3 (5-point scale; Competency Comments)
Survey 4 (5-point scale; radio buttons)
Survey 5 (4-point scale; words)
Survey 6 (4-point scale; words)
Survey 7 (5-point scale; competency comments; N/A)
Survey 8 (3-point scale; Agree/Disagree words; N/A)
Survey 9 (3-point scale; Strength/Development; N/A)
Survey 10 (Comment boxes only)
Survey 11 (Single rating per competency)
Survey 12 (Slide-bar scale)
The statements below can be used in your self-assessment (self-feedback) or performance appraisal as examples to demonstrate your "customer focus". Satisfying the customer and building long-term relationships requires understanding, anticipating and addressing customer. Competence in your customer interactions will help you to meet their expectations and be helpful/responsive.
Satisfies Customer
Satisfies Customer focuses on the immediate actions and behaviors that ensure a customer's needs are met and their experience is positive. This dimension emphasizes responsiveness, attentiveness, and problem-solving--seeing the store or service through the customer's eyes, offering relevant product knowledge, and minimizing complaints. It reflects a results-oriented mindset where the goal is to leave the customer feeling satisfied, valued, and likely to return. The emphasis is on delivering a high-quality experience in the moment, often through personalized service and proactive solutions.
- I considered customers point of view when making decisions.
- I do whatever it takes to make sure the customers' needs are fully met.
- I stayed focused by seeing all aspects of the store through the customers' eyes.
- I have received few complaints from customers.
- I satisfy customers' needs by offering product knowledge and alternative products to meet needs.
- I actively worked to ensure that the customer has a satisfying shopping experience and leaves the store with the desire to return.
- I focused on needs of customers.
- I focused the team on meeting customers' requirements
Customer Relationships
Customer Relationships emphasize the long-term cultivation of trust, rapport, and loyalty between the employee or team and the customer. This dimension involves consistent engagement, regular communication, and a deeper understanding of customer expectations over time. It reflects a relational mindset where the goal is not just satisfaction, but sustained connection--building partnerships that endure beyond a single transaction. Customer relationships is about knowing how to meet those needs.
- I developed strong customer relationships.
- I developed good rapport and trust with the customer.
- I maintained positive customer relationships.
- I maintained strong relationships with customers.
- I set an example for excellent customer relations.
- I met with customers on a regular basis.
- I built long term relationships with customers.
- I spent time with customers to define their expectations and where improvements can be made
- I have a positive rapport with customers.
- I directed the team's current activities reflect a strong focus on the customer
- I formed strong customer relationships
- I formed strong customer relationships
Understands Customer Needs
Understands Customer Needs focuses on recognizing and responding to the current and expressed requirements of customers. This dimension involves actively listening, gathering relevant information, and ensuring that both the individual and their team are aligned with what the customer values most. It reflects a reactive and empathetic approach--adapting to changing needs, identifying core priorities, and maintaining awareness of customer-specific issues and product knowledge. The emphasis is on clarity, responsiveness, and ensuring that customer needs are accurately understood and addressed in the present moment.
- I made sure team members understood the issues faced by the customer.
- I identified the most pressing needs of each customer.
- I am aware of the customer's needs.
- I adapted to changing customer needs.
- I made sure customer needs were understood by the team members.
- I maintained up-to-date information regarding customer products.
- I understood what resources were needed to meet customer needs.
- I understood the needs of the customer.
- I thoroughly understood the needs of the customer.
- I identified the core needs of the customer.
- I understood customer needs
Anticipates Customer Needs
Anticipates Customer Needs emphasizes foresight and strategic thinking to predict future customer expectations before they are explicitly stated. This dimension involves analyzing trends, feedback, and behavioral data to proactively resolve potential issues and prepare resources in advance. It reflects a forward-looking mindsetâadjusting priorities based on emerging patterns, monitoring competitors, and creating contingency plans to safeguard customer satisfaction. Anticipating the customer's needs positions the organization to stay ahead, innovate, and exceed expectations through proactive service.
- I identified emerging customer trends and adjusted team priorities accordingly.
- I analyzed customer feedback and behavioral data to forecast future expectations.
- I anticipated the resources needed to meet the customer needs.
- I anticipated customer needs.
- I anticipated potential obstacles to meeting customer needs.
- I anticipated and proactively resolved issues that the customer faced.
- I anticipated problems that the customer may encounter.
- I prepared contingency plans for potential service disruptions that could impact customer satisfaction.
- I monitored competitor offerings to anticipate shifts in customer expectations and preferences.
Addresses Customer Needs
Addresses Customer Needs focuses on the direct and consistent fulfillment of customer requirements, often through proactive problem-solving, prioritization, and responsiveness. This dimension emphasizes meeting stated needs efficiently and reliably--whether by resolving issues, offering relevant solutions, or helping others do the same. It reflects a service-oriented mindset that ensures customers feel heard, supported, and satisfied with the outcome. The emphasis is on execution and persistence in delivering what the customer requires, especially in moments of urgency or complexity.
- I was persistent in solving customer issues.
- I prioritized the needs and preferences of the customer.
- I helped others in responding to customer needs.
- I satisfy customer needs.
- I consistently met customer's needs.
- I am pro-active in dealing with customers and addressing their needs.
- I am above average in addressing the needs of the customers.
- I prioritized customer issues based on urgency.
- I prioritized customer issues to tackle the most pressing needs first.
Expectations
Expectations centers on the broader and often more aspirational goal of exceeding what customers anticipate or hope for. This dimension involves understanding not just what customers ask for, but what they value mostâthen going beyond the baseline to deliver added value, personalization, or exceptional service. It reflects a mindset of ownership, excellence, and emotional intelligence, where employees take responsibility for customer satisfaction and strive to surprise or delight. Meeting expectations elevates the experience and builds lasting customer loyalty.
- I was aware of what the customer wanted to receive.
- I was aware of expectations from customers.
- I exceeded expectations of the customers.
- I ensured customers' expectations were met or exceeded.
- I created documents that met the customer's specifications.
- I accepted responsibility for ensuring customer satisfaction.
- I consistently exceeded customer expectations.
- I made the extra effort to exceed customer expectations.
Action Oriented
Action Oriented within the Customer Focus dimension emphasizes decisiveness, initiative, and a proactive drive to resolve customer issues swiftly and effectively. It reflects a mindset of ownership and urgency--where the manager or employee doesn't wait for direction but takes empowered steps to turn customer needs into tangible results. This includes going above and beyond, seeking opportunities to improve the customer experience before problems arise, and following through to ensure satisfaction. The focus is on execution, momentum, and making things happen in real time to positively impact the customer.
- I do not hesitate to address customer concerns or complaints.
- I sought opportunities to do things that have a positive impact on customers before being asked or forced by circumstances
- I followed up to ensure customer needs are met
- I turned customer needs into actions and results.
- I acted in an empowered way to handle customer service issues.
- I solved customer problems in a quick and efficient manner.
- I worked extra if needed to assist a customer.
- I provided prompt service to customers.
- I responded quickly to customer problems and needs.
- I have a sense of urgency regarding customer communication and satisfying customer needs.
Helpful Attitude
Helpful Attitude within the Customer Focus dimension reflects the interpersonal qualities and service mindset that shape how a manager or employee engages with customers. It emphasizes friendliness, empathy, patience, and a genuine willingness to assist--creating a welcoming environment where customers feel heard, respected, and supported. This dimension is rooted in emotional intelligence and everyday interactions, such as answering questions, validating concerns, and fostering trust through courteous behavior. A helpful attitude sets the tone for positive customer experiences and encourages a culture of service-first responsiveness across the team.
- I was friendly and courteous.
- I encouraged team members to adopt a service-first mindset in all customer interactions.
- I sought feedback from customers to improve service and demonstrate care for their experience.
- I took time to explain options clearly and ensured the customer felt informed.
- I made customers feel valued by acknowledging their concerns and validated their experiences.
- I treated every customer interaction as an opportunity to build trust and goodwill.
- I worked with customers to meet their needs.
- I understood the importance of addressing customer concerns.
- I am not condescending toward customers.
- I am willing to answer questions from customers.
- I expressed courteous attitude with customers.
- I demonstrated patience and empathy when customers were frustrated or confused.
Responsive
Responsive centers on attentiveness, adaptability, and the ability to react quickly and appropriately to customer input. It reflects a service-oriented approach that prioritizes being available, listening actively, and adjusting to evolving customer expectations or feedback. Responsiveness involves immediate attention to complaints, thoughtful follow-up, and a commitment to meeting both stated and implied needs. Responsiveness ensures that movement is aligned with the customer's voice, timing, and context--making it a relational and reactive complement to proactive execution.
- I was responsive to customer needs.
- I addressed customer complaints immediately.
- I took the initiative in solving difficult customer issues.
- I followed up with any unanswered questions from the customer.
- I adapted to changes proposed by the customer.
- I was available to respond to customer needs.
- I promptly responded to customers.
- I provided a responsive service that met the needs of customers.
- I responded to the needs of the customer.
Committed to Customer
Committed to Customer focuses on the reliability, accountability, and follow-through required to meet or exceed customer expectations. It reflects a deeper level of ownership--where the manager ensures that promises are kept, needs are prioritized, and customer satisfaction is treated as a non-negotiable standard. This dimension is outcome-driven, emphasizing the fulfillment of commitments, alignment with customer interests, and consistent delivery of quality products or services. Commitment to the customer ensures that the relationship is sustained through dependable action and long-term value.
- I ensured all customer commitments and requirements are met or exceeded.
- I put customer's needs first.
- I was committed to the success of the customer.
- I ensured commitments made to customers were completed to the customer's satisfaction.
- I was committed to resolving customer issues in a positive way.
- I delivered on commitments made to customers.
- I made sure my interests were aligned with the customer's interests.
- I made customer's needs a top priority.
- I was committed to the customer's success.
- I view customer satisfaction as an everyday priority.
- I fulfill commitments made to customers.
- I ensured all customer commitments & requirements are met or exceeded.
- I ensured that customer service standards are maintained while completing sales support tasks by greeting, assisting, and thanking each customer.
- I ensured customer commitments are met with quality products and services.
Feedback
Feedback within the Customer Focus dimension emphasizes the continuous exchange of information between the customer and the organization to improve service quality and satisfaction. It involves actively seeking, receiving, and responding to customer input--whether through regular check-ins, surveys, or informal conversationsâto ensure that needs are being met and experiences are refined. This dimension reflects a commitment to listening, adapting, and validating the customerâs voice, using their insights to guide improvements and reinforce trust. Feedback is reactive and iterative, helping teams stay aligned with customer expectations and correct course when necessary.
- I gave feedback to the customer regularly.
- I obtained feedback to ensure customer needs are being met.
- I received good feedback from customers.
- I responded to feedback from customers.
- I received feedback from the customer on a weekly basis.
- I regularly received positive feedback from customers.
- I used feedback from the customer to help improve the customer's experience.
Innovative
Innovative focuses on proactively designing and delivering novel solutions that elevate the customer experience beyond conventional expectations. It involves creating new products, services, or approaches tailored to customer needs--often anticipating future demands or solving problems in creative ways. This dimension reflects a forward-thinking mindset that values originality, customization, and strategic differentiation. Innovation transforms that understanding into breakthrough offerings that surprise, delight, and set the organization apart.
- I created innovative solutions to meet customer needs.
- I created innovative solutions for the customers.
- I tailored innovative products for each customer.
- I created new and innovative products for customers.
Solutions
Solutions within the Customer Focus dimension emphasizes the ability to tailor products, services, or approaches to meet the unique and specific needs of each customer. It reflects creativity, flexibility, and a customer-centric mindset--where the goal is not just to deliver a standard offering, but to craft personalized solutions that make customers feel understood and valued. This dimension is about customization and relevance, ensuring that what is delivered aligns precisely with what the customer requires, often through innovation and thoughtful design.
- I built products that met the unique needs of each customer.
- I created customized solutions for the customer.
- I delivered customized solutions for each customer.
- I tailored solutions to meet the specific needs of each customer.
- I helped customers feel they are receiving services tailored specifically to their needs.
Competent
Competent highlights the reliability, expertise, and consistency with which customer needs are addressed. It reflects a manager's or employee's technical proficiency, problem-solving ability, and professionalism in managing customer interactions, projects, and accounts. This dimension is about executional excellence--delivering high-quality outcomes, handling complex cases effectively, and maintaining standards across all customer engagements. Competence ensures that those solutions are implemented with skill, precision, and confidence.
- I effectively troubleshoot customer issues.
- I was competent in managing customer projects.
- I managed customer accounts with high degree of competence.
- I was competent in handling difficult customers.
- I delivered high quality products to the customer.
- I was competent in handling customer cases.
- I created high quality products for the customers.
Role Model
Role Model within the Customer Focus dimension emphasizes the behaviors, attitudes, and standards that a manager consistently demonstrates to set the tone for customer-centric culture. It involves leading by example--showing integrity, prioritizing customer needs, and encouraging others to adopt a customer-first mindset through visible actions and decisions. This dimension is about influence and embodiment: the manager doesn't just talk about customer service, they live it in a way that inspires others to follow. By modeling excellence, they reinforce expectations and shape the teamâs approach to delivering value to customers.
- I consistently modeled positive customer service attitudes.
- I ensured that the customer's needs receive primary focus.
- I generated customer-focused solutions that add value to the business.
- I communicated to associates that visual presentation of the store should reflect the customer's point of view and what they would like.
- I displayed behaviors that support a broad definition of customer.
- I am effective in satisfying customer needs.
Positive Interactions
Positive Interactions within the Customer Focus dimension emphasize the quality and tone of interpersonal engagement between the manager or employee and the customer. This includes demonstrating integrity, empathy, and respectâespecially in challenging situations--and fostering trust through authentic, courteous communication. Positive interactions go beyond transactional service to build lasting relationships, celebrate customer loyalty, and create emotionally resonant experiences. The focus is on relational depth, attitude, and the ability to make every customer feel valued and understood, regardless of the context.
- I handled difficult customers.
- I celebrated customer wins and expressed appreciation for their loyalty or feedback.
- Built trust with the customer.
- Engaged with customers on multiple levels.
- I acted with integrity in all customer interactions.
- I focused on maintaining good relationships with customers.
- I exhibited a positive attitude even when dealing with difficult customers.
- I treated customers with courtesy and respect.
- I promoted, implemented, maintained and enhanced relationships with customers.
- I looked for opportunities that have a positive impact on customers.
Customer Service
Customer Service centers on the delivery of consistent, high-quality support that ensures customer satisfaction with products, services, or processes. It reflects the operational side of customer focus--creating environments where customers feel comfortable, resolving issues efficiently, and maintaining excellence across all service touchpoints. This dimension prioritizes reliability, responsiveness, and the ability to meet or exceed expectations through well-executed service practices. Customer service ensures that what they receive is dependable, effective, and aligned with their needs.
- I focused on providing excellent customer service.
- I ensured customers were comfortable with the services provided.
- I provided a high level of service to customers.
- I was consistent in services provided to customers.
- I provided excellent service to customers.
- I created an environment that enabled customers to receive excellent service.
- I help customers to feel satisfied with our work/services.
Problem Solving
Problem Solving within the Customer Focus dimension emphasizes the ability to address immediate customer issues with accuracy, urgency, and empathy. It involves diagnosing problems, understanding customer needs, and adjusting priorities to deliver timely and effective solutions. This competency reflects a tactical and responsive mindset--where the goal is to resolve concerns, answer questions, and ensure satisfaction in the moment. It's about being resourceful and attentive, using both operational insight and customer input to remove obstacles and restore confidence quickly.
- I solved issues that customers were having.
- I effectively solved customer-related problems.
- I responded to customer needs, questions, and concerns in an accurately timely manner.
- I sought to understand what the customer wants or needs.
- I adjusted priorities to respond to changing customer needs.
- I found ways to measure and track customer satisfaction.
- I responded to customer objectives and needs.
- I evaluated both operating and customer requirements when solving a problem.
Communication
Communication focuses on the quality, clarity, and consistency of interactions between the manager and the customer. It involves actively listening, asking thoughtful questions, sharing updates transparently, and documenting interactions to ensure alignment and trust. This dimension is relational and transactional--ensuring that customer needs are understood, expectations are clarified, and feedback is exchanged regularly. Communication ensures that customer engagement is effective, honest, and responsive in every touchpoint.
- Asked questions and listen carefully to determine customer needs and to ensure that the customer's needs are met.
- I kept the customer informed of all progress.
- I actively listensed to concerns from customers.
- I documented customer interactions.
- I am honest in all communication with the customers.
- I am transparent in all communications with the customer.
- I have excellent communication with customers.
- I interacted with customers to define roles, expectations, and responsibilities.
- I maintained communication with customers.
- I communicated regularly with customers to get feedback and performance information.
- I listened to and fully understands the customers needs.
Continuous Improvement
Continuous Improvement focuses on the strategic enhancement of customer experiences over time. It involves analyzing feedback, identifying service gaps, and implementing changes that elevate quality and consistency. This dimension reflects a forward-looking approach--where the goal is not just to fix problems, but to prevent them, refine processes, and build a culture of excellence. It includes training others, evolving service standards, and proactively seeking opportunities to improve, ensuring that customer satisfaction grows sustainably through innovation and learning.
- I used feedback from customers to help improve services.
- I provided training to others on how to improve customer service.
- I focused on improving customer services.
- I identified opportunities that enhanced the customer's experience.
- I used customer feedback to help improve products and services.