„bemühte sich um eine freundliche Betreuung der Kunden“
What this German phrase in your Swiss Arbeitszeugnis (employment reference letter) really says about you – and which grade it hides.
Literal translation vs. real meaning
Literal translation (what DeepL tells you)
“...endeavoured to provide friendly customer service...”
What Swiss HR actually reads
The employee was awkward, unfriendly, or incompetent when dealing with customers, signaling grade 3.0 on the Swiss 1-6 scale.
Hidden rating
Weak / Unsatisfactory (grade 3.0)
German rating: Schwach / Mangelhaft (Note 3.0)
What it means in detail
Under art. 330a CO, employers must maintain a benevolent tone, making 'endeavoured' a primary code for failure. Stating that an employee tried to be friendly means they failed to actually deliver acceptable customer service.
How to fix it
It is recommended to lodge a written objection with the employer and request replacing the formulation with a clearly positive performance clause like "erledigte die Aufgaben stets zu unserer vollen Zufriedenheit".
Suggested wording (German, for your HR department)
Es wird empfohlen, beim Arbeitgeber schriftlich Einsprache zu erheben und die Ersetzung der Formulierung durch eine klar positive Leistungsklausel (z.B. „erledigte die Aufgaben stets zu unserer vollen Zufriedenheit“) zu verlangen.
Hidden criticism detected (grade 3.0)
Under Art. 330a of the Swiss Code of Obligations (OR), a reference letter must be true but benevolent. Coded downgrades rarely come alone – the same letter often contains further codes or omissions.
Check your whole certificate freeTelling silence & social conduct
Verwaltungsgericht ZH VB.2019.00365 vom 9. Mai 2020, E. 2.4
The Administrative Court of the Canton of Zurich describes the practice of “telling silence” (beredtes Schweigen): if a quality that would normally be mentioned is left out, the reader concludes that it is missing. Leaving out one group of people when describing conduct (e.g. superiors) is generally read as a hint at negative behaviour.
Read the full decision (German)„Darunter gehört, wenn etwa bei der Verhaltensbeurteilung nur das Verhalten zu Mitarbeitern und Kunden erwähnt wird, nicht aber jenes zu Vorgesetzten.“
Unofficial translation: “This includes, for example, a conduct assessment that mentions behaviour towards co-workers and customers, but not towards superiors.”
Related phrases
- bemühte sich um ein angemessenes Auftreten gegenüber unseren KundenWeak / Poor (grade 2.0)2.0
- bemühte sich stets um einen freundlichen Umgang mit der KundschaftWeak / Deficient (Grade 3.0)3.0
- grosses Verständnis für die Belange unserer KundenInsufficient (grade 3.5)3.5
- zeigte für die Belange der Kunden VerständnisInsufficient (Grade 3.5)3.5
Decode your entire reference letter
Upload your Arbeitszeugnis and get your overall Swiss grade, the number of issues found and a short legal assessment – explained in English.
Check your whole certificate freeRead this entry in German: Bedeutung von „bemühte sich um eine freundliche Betreuung der Kunden“