Use this step by step explanation to craft a good employee performance feedback review for a client service associate. Find the right words with quality phrases.

A Client Service Associate is responsible for maintaining customer relationships by responding to inquiries and documenting actions.

The primary obligations of this position are preparing for customer inquiries by studying products, services and customer services processes, accomplishing client service and organization mission by completing related results as required, updating job knowledge by participating in educational opportunities, responding to the client's enquiries by understanding inquiry, reviewing previous inquiries and responses, gathering and studying information, assembling and forwarding information, confirming customer's understanding of information and answer, improving quality service by recommending improved processes, identifying new product and service applications, contacting clients to discuss their accounts with them and answer questions or arrange meetings.

Employee Performance Review Sample

Employee's Name: Title:
Review Period: __/__/__ to __/__/__ Employee SSN:
Work Location: Supervisor's Name:

Instructions

  1. Rating: Rate the employee against the core skills based on how well he/she demonstrates each skill. Give scores 1, 2, or 3 for each rating depending on the employee's performance.
  2. Comments: Use this area to give examples of employee's performance phrases. The phrases should describe how well an employee has performed on previously set goals based on the given core skill.
  3. Summary: Use this section to give a summary of the employee's strengths and areas for improvement or development. Recommend a step increase for an employee who has met the expectations and performance improvement plans for one who doesn't meet expectations.
  4. Human Resources Review: Human resources manager must examine and indicate whether he/she concurs with the evaluation and comments. If the manager agrees, then he/she must sign the evaluation form. If he/she doesn't concur, then he/she must provide reasons explaining why this is so.
  5. Signatures: Sign the evaluation form and give it to the employee to go through and answer the Self Evaluation Questions. Ask him/her to sign and date the evaluation form before giving it back to the human resources for filing.

Rating Meaning

The employee fails to perform the most important aspects of the job satisfactorily. Requires close guidance to carry out routine jobs. He/she needs significant improvement in all areas. Meetings should be held between the employee and the supervisor to discuss performance deficiencies.

1

Employee routinely meets and exceeds expectations in all areas of responsibility. Produces high-quality work that at times exceeds expectations. Consistently meets the most critical annual goals. Occasionally produces timely and accurate results.

2

The employee consistently and significantly exceeds the communicated expectations by producing exceptionally high-quality work. He/she demonstrates exceptional knowledge of his/her duties and is highly recognized by others as an authority in his/her area of work.

3

Supervisor's Feedback

Skill

Comments

Rating

CUSTOMER ORIENTED: Customer Oriented is a skill that focuses primarily on the client as the King offering quality services that meet the customer's expectations with an aim to inspire people rather than just try to sell their product.

Understands the importance of customer satisfaction and does more than required to ensure customer retention.

Knows how to listen to customers attentively to extract the important details required to assist them effectively.

3

INTERPERSONAL SKILLS: Interpersonal Skills are a set of abilities that enable a person to positively interact and work with others effectively while avoiding office disputes and personal issues with each other.

Communicates unambiguously and concisely that gives others an easy time to comprehend what is being passed across.

Recognizes and manages the effects of personal stress and of those who are around properly.

3

KNOWLEDGE OF JOB: Knowledge of Job is essential to every employee who needs to have a clear understanding of how their jobs fit into the overall organization to eliminate carelessness and laxity.

Looks for new ways and ideas to improve a task one has been assigned, or a project one is working on

Keeps one's personal life outside office in order to avoid getting stressed or distracted

3

PERSONAL GROWTH: Personal Growth is the improvement of one's awareness, identity, developing talents and potential to facilitate the growth of oneself and the position they handle at the workplace.

Consistently meets personal objectives even those that look challenging to the ordinary employee

Shows a consistent record of attained personal goals that have led to a markedly improved performance

3

CUSTOMER SERVICE: Customer Service is the ability to cater for the needs of the client by providing excellent customer service without compromise.

Possesses a loyal customer base and is viewed as the person to go to by returning customers

Excels in redefining customer service processes to meet the ever-changing needs of customers

3

MEETING MANAGEMENT: Meeting Management is the skill to know and understands the reason why an official meeting should be held and who should attend.

Makes enough effort to provide participants with a written agenda for the meeting in advance

Encourages different roles to be assigned to different participants to improve the productivity of a meeting

2

PROCESS IMPROVEMENT: Process Improvement is the creation of new processes or improving the existing ones that will work and take your corporation to the next level.

Excels at mapping processes and is an expert at using business process models and flow charts to capture complex scenarios

Eliminates steps that do not add value to a process and optimizes the steps that add value to a process

3

RESEARCH: Research is the ability to stay updated on the latest trends in different fields as per your concern or the concern of your company or business.

Constantly draws conclusions from scientific analyses or arguments and constantly makes predictions from experimental data

Uses insight gained from reflection and feedback to improve future research methods

2

DATA ENTRY: Data Entry is a skill to key in information from various sources as directed by the management while keeping to the policies and procedures of the company and ensuring they are accurate.

Possesses exceptional ability to do the same task repeatedly for long periods of time

Maintains extreme data confidentiality and has in-depth knowledge in privacy issues

3

PRODUCT KNOWLEDGE: Product Knowledge is an essential sales skill to understand the features of your product allowing you to present the benefits compellingly and accurately to the customer.

Leads in understanding industry trends, terminologies, and concepts surrounding a product

Understands all the procedures and policies that guide products and services

3

Self Evaluation

Self Evaluation Question

Employee Comments

CUSTOMER ORIENTED:

Do you put in an extra effort and time in emergencies to ensure the needs of customers are met?

Can you describe an instance where you served an irate customer? What did you do?

[employee comments]
INTERPERSONAL SKILLS:

Do you find it easy to strike a conversation with other people?

Do you normally take the time to build meaningful and positive relationships with others?

[employee comments]
KNOWLEDGE OF JOB:

What steps have you taken in the past to adjust your style when it was not meeting a project's expectations?

What techniques do you use to plan your daily tasks? How effective have they been?

[employee comments]
PERSONAL GROWTH:

Do you accept positive criticism and work on the areas that need change?

Would you like to see your career grow as the company does?

[employee comments]
CUSTOMER SERVICE:

How do you respond to customers who make unrealistic demands?

Are there any instances where you delayed responding to a customer and did you give any explanations for the delay?

[employee comments]
MEETING MANAGEMENT:

Were there any times you failed to assign roles to participants in a meeting? How did you correct the situation?

What are you doing to ensure participants remain focused throughout a meeting?

[employee comments]
PROCESS IMPROVEMENT:

Is there any time you failed to set objectives when initiating process improvement efforts? How did you correct the mistake?

Have you ever failed to map existing processes and how did you correct the mistake?

[employee comments]
RESEARCH:

How often do you encourage colleagues to employ analytical skills when examining the consequences of a certain solution?

How often do you employ logic and reason when determining the merits of an argument?

[employee comments]
DATA ENTRY:

What efforts are you making to improve your ability to do repetitive tasks for long periods of time?

What efforts are you making to improve your ability to work with different data entry software packages?

[employee comments]
PRODUCT KNOWLEDGE:

What are you doing to enhance your understanding of industry trends, terminologies, and concepts surrounding a product?

What are you doing to improve your ability to fix problems associated with a product?

[employee comments]

Summary

Sections 1-4: To be completed by the supervisor

Section 5: To be completed by the employee

1. Exceeds Job Related Expectations

2. Areas to improve

3. Goals completed since last performance feedback

4. Goals for next period

5. Employee comments

Signatures

I acknowledge that I discussed this performance feedback with my supervisor. My signature does not mean that I agree or disagree with this appraisal.
Employee: Date:
Supervisor: Date:
Human Resources: Date:

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