Supervisor'S Performance Review Handbook Page 87
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90MANAGERIAL & TECHNICAL
JOB
FACTORS/COMPETENCIES
STANDARDS
Exemplary
Exceeds Expectations
Meets Expectations
Needs Improvement
Unsatisfactory
Consistently knows when extra
displays genuineness; is a
at ease; strives to build trust
inconsistent or inappropriate
dismissive of others
effort is necessary and
good listener.
and rapport; displays
to the situation.
concerns or ideas.
intuitively reacts to customer
Actively seeks a variety of
genuineness; displays
Inconsistently solicits
Does not demonstrate the
needs; displays a high level of
information and view points to
effective listening techniques.
appropriate information to
ability to gather information
dedication in everyday
understand and anticipate
Seeks information to
assist with customer needs;
and take action to ensure
situations; goes above and
customer needs; shows
understand and deliver on
does not always follow
customer expectations are
beyond to ensure needs are
initiative and meets
customer needs; shows
through to fulfill customer
met; often fails to deliver on
met; regularly surprises
expectations; resolves issues;
initiative and takes action to
expectations; often does not
customer needs; does not
customers with unexpected
takes ownership and is
ensure expectations are met
accept responsibility for
exhibit initiative or take
levels of service.
accountable.
and issues resolved; typically
actions and decisions.
ownership in responding to
takes ownership and is
requests.
accountable.
SPR Handbook: Appendices
rev 7/5/12
87
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