Use this step by step explanation to craft a good employee performance feedback review for a customer care specialist. Find the right words with quality phrases.

A customer care specialist has the primary responsibility of handling inquiries from the company clients from time to time via mail or calls. He/she ensures that the inquiries are handled and escalated at all time. Also, he or she can be assigned the role of updating client details on the database.

Besides that he/she can handle the following tasks: escalate unresolved clients issues to the appropriate personnel; do regular follow up of client issues to ensure they are solved; document the various cases handled on a day to day basis; maintain adequate knowledge of all integral software and systems used and attend all customer care 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

ORGANIZED WORKPLACE: Organized Workplace is a vital characteristic that helps the business to thrive for long term due to the sense of structure and order which efficiently promotes the team spirit.

Maintains a decent work area. Places all items in a manner that can easily be accessed.

Identifies and maintains a defined location for keeping necessary items.

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.

Has a perfect sense of humor and always makes jokes to make others laugh.

Is fully aware of the words to be used and ensures that what is said has a positive effect on other people.

3

EMPATHY: Empathy is the understanding of another person's condition from their perspective by placing yourself in their shoes and feeling what they are feeling.

Leverages diversity; creates opportunities through different kinds of people and relates well to everyone, regardless of their background

Always flexible and is prepared to change direction as the other person's feelings and thoughts also change

3

ATTENTION TO DETAIL: Attention to Detail is the capacity to achieve a thoroughness and accuracy when accomplishing a task.

Has a proactive attitude that focuses on creating ideas for handling daily tasks or correcting issues

Maintains a schedule; sets aside a certain amount of time and to devote to specific tasks and projects

3

PERSONAL ACCOUNTABILITY: Personal Accountability is the feeling that you are entirely responsible for your actions and consequences taking ownership without blaming others.

Demonstrates clear understanding of the overall company- its goals, function, competition, purpose, etc.- that increase one's interest and commitment

Takes own responsibilities seriously and consistently meets the company's expectations for professionalism, service, and quality

3

USING COMMON SENSE: Using Common Sense is the ability to see what is missing in a situation or a project and supplying it without necessarily being assigned or asked to do it.

Is open-minded and listens to other employees notions and ideas even if they derail own thinking

Sets smart goals, makes a plan that makes it easier to achieve them and makes sure to follow that plan

3

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

Handles the most difficult customers with ease and manages to give them feedback in the most constructive manner

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.

Sets clear objectives for holding a meeting and ensures the meeting has a concrete agenda

Employs creative approaches of holding meetings such as stand-up meetings and leaves enough room for creativity

3

TRAINING OTHERS: Training is the ability to expand the knowledge base by learning new truths that are useful in the workplace.

Excels at teaching team members the complex concepts learned in training sessions

Leads in encouraging team members to put extra effort in taking part in crucial training sessions

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.

Demonstrates outstanding understanding on how a product compares to rival products

Fully understands all product specifications and the meaning of all related terminology

3

Self Evaluation

Self Evaluation Question

Employee Comments

ORGANIZED WORKPLACE:

Has the company given you all the essential things you require to perform your duties/

What areas do you feel you need improvements when it comes to being organized at work?

[employee comments]
INTERPERSONAL SKILLS:

How well do you work with those around you to ensure things are done?

How well do you receive instructions and follow them through to achieve the desired results?

[employee comments]
EMPATHY:

In your opinion, what are the ingredients in building and maintaining good relationships with colleagues at work?

Have you ever decided to delay presenting some information to a colleague because you felt the timing was not right?

[employee comments]
ATTENTION TO DETAIL:

Is there a time you identified an error that had been overlooked by a colleague? What did you do to fix it?

Can you describe a time when you were able to produce quality work when under pressure? How did you go about ensuring the quality of your work?

[employee comments]
PERSONAL ACCOUNTABILITY:

Can you describe a day when your supervisor was absent, and you had to make tough decisions? What are some of the decisions you made?

Would you rather design procedures and plans or implement/manage them? Why?

[employee comments]
USING COMMON SENSE:

How have you used common sense at work to meet your goals? Give a specific example when this happened

Your workspace is messy. You can take one hour to clean it, or you can take three hours to shift to a new workspace. What should you do and why?

[employee comments]
CUSTOMER SERVICE:

Were there any times you came across customers with special needs? How did you assist them?

Can you think of a time where you felt you had not responded well? How did you correct the situation?

[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]
TRAINING OTHERS:

What efforts are you making to apply skills learnt in training session to advance your skill set and career?

What efforts are you making to attend important training sessions?

[employee comments]
PRODUCT KNOWLEDGE:

What efforts are you making to improve your understanding of different product specifications?

How often do you adhere to procedures and policies that guide products and services?

[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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