In 2008, John continued to show a solid grasp of his core responsibilities as a Client Relationship Associate in Retail Services.John's dashboard has been consistently green.Year-to-date, John's average call quality is 95%, meeting the department's 2008 quality BHAG.John's average handle time is 342 seconds, well within the acceptable range.
John is client-focused.He is able to very quickly determine the root cause for the call and service each contact in an efficient manner.John is able to handle challenging clients on his own, very rarely having to "elevate" clients to a member of the management team.John utilizes all resources at his disposal.When he does seek assistance, John has usually explored most options and is seeking assistance with the choice or exception that would be most beneficial for the client.John is able togarner bits or information from various sources in an effort to determine root cause and true issues.His follow-up is good, with both internal and external clients.
John does an excellent job of answering client questions. His answers are often thorough and concise, allowing clients to easily digest difficult concepts.John's opportunity lies in his taking the depth of his calls to the next level.This is a concept that we have have been discussing.John is encouraged to continue to look for opportunities to add value beyond the question that the client poses.He should continue become more cognizant of and respond to verbal cues, vague questions and other client actions that might indicate that there is confusion or misunderstanding of the information being provided.He should also look for opportunities that enhance the answers he gives, providing additional detail that educates and allows the client to make a truly informed decision, weighing all options and consequences.
John has been an invaluable resource this year, both to the team and department.John has served many hours in Swiss Army, coaching new hires, providing support for the training crew as well as providing support for his newer teammates.John also continued to support education efforts in Retail Services by continuing to serve as a liaison on a committee with Marketing.John was also nominated for "Coach of the Quarter" this year.While managing multiple tasks and competing priorities, John should take steps to make sure that all who are affected by his decisions are aware of the changes to both his and their schedule, e.g., signing up for Swiss Army shifts that overlap other scheduled meetings/activities.
John has sought and incorporated feedback into his performance. In addition to the changes that he has made in his everyday duties, John was also able to put his "interview" coaching and feedback into practice very quickly. John had two interviews this year.The feedback from each showed progression and maturity in this area.The second of the two interviews resulted in an offer of employment, which John has accepted with excitement and enthusiasm.
John's teamwork and energy have been an asset to Team Harris and Retail Services.We congratulate John and wish him great success in all of his endeavors.John will be missed.