Customer Service Performance Management By designing a performance management system, SunCoast can effectively improve individual performance every day. The system we propose is the combination of an absolute approach and a results-based approach. The reason we chose the absolute approach is that senior management can evaluate and compare employee behaviors to specific performance statements to provide an opinion on employee performance from 1 (did not meet expectations) to 5 (beyond expectations). By observing behaviors when customer service staff work with customer needs and provide responses to customers, senior management can rate employees and decide whether staff have the ability to communicate without barriers, handle problems.