Use this step by step explanation to craft a good employee performance feedback review for a customer care representative. Find the right words with quality phrases.
A customer care representative has the primary role of providing exemplary customer service to the clients of the organization. He/she interacts with the clients on the company's behalf and gives them a hassle free experience at the organization by providing exemplary service, answering their questions and diffusing frustrating situations.
Other associated duties include building trust with the customers, answering customer's questions on various complex matters related to the organization, assisting clients to solve their problems, providing information about the products and/or services provided by the company, taking orders, responding to the complaints of the customers, recording and updating the information of customers and following up with clients.
Employee Performance Review Sample | |
|---|---|
| Employee's Name: | Title: |
| Review Period: __/__/__ to __/__/__ | Employee SSN: |
| Work Location: | Supervisor's Name: |
Instructions |
|
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 |
|---|---|---|
| DELEGATION: Delegation is assigning responsibility or authority to another person a junior or subordinate to carry out specific activities while remaining accountable for the outcome. | Concerns oneself with what is already accomplished rather than constantly detailing how the tasks should be done Makes sure that the person assigned the task knows that he/she needs to report any problem associated with the project or task at hand | 3 |
| ENTHUSIASM: Enthusiasm is an intense enjoyment or a lively interest in a certain thing with a zest and a strong belief that can be felt by those around you. | Defines important goals and puts a plan together to accomplish them Feels passionate and energetic at work and often works on tasks that bring joy and accomplishments | 3 |
| PERSONAL DRIVE: Personal Drive is a combination of desire and energy in its simplest form directed at achieving a goal in whatever you have set your heart to accomplish. | Is always looking for new ways to help the team members achieve their personal goals as well as the company goals Seeks feedback from other employees; communicates one's areas of strengths and works closely with one's superiors to identify development needs | 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. | Constantly makes conscious decisions about what one will allow oneself to be influenced by, and what one will devote own thinking time to Treats everyone equally; shows respect to other employees and customers in order to create a smooth working environment | 3 |
| LONG RANGE PLANNING: Long Range Planning is setting long-term goals and objectives for your business or project to ensure its growth and sustainability is reached by all the employees. | Writes a description of the current status of the company, including the total income and net profit, in order to determine where one wants the company to be in the future Makes sure that the set goals are things that one wants to achieve rather than things that one wants to avoid | 3 |
| ORGANIZATIONAL SKILLS: Organizational Skills is the ability to make use of time, energy and resources available in the most efficient manner to achieve their goal. | Writes down each task that one expects to perform in a planner when the day starts in order to get mentally prepared Breaks down big assignments into smaller ones in order to prevent the feeling of overload and the procrastination that comes from taking on too many tasks | 3 |
| QUALITY OF WORK: The quality of Work is the value of work or products produced by the employees as well as the work environment they are provided with. | Communicates projects' instructions effectively and asks team members to paraphrase what one has said to make sure that they have understood the concept Sends out surveys and asks clients for feedback in order to identify the clients' needs and work towards providing these needs | 2 |
| 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 Clearly outlines the steps needed to resolve a problem in the simplest way possible | 3 |
| COMPUTER SKILLS: Computer Skills are the necessary computer working skills that each employee need to have while seeking to get admitted into the professional world. | Excels at using different versions and types of computer operating systems Possesses exceptional knowledge in using computer aided design technologies to create technical illustrations | 3 |
| TECHNICAL SKILLS: Technical Skills are the abilities and knowledge mostly related to mechanical, IT, scientific and mathematical needed to perform specific tasks in the workplace. | Recognized by colleagues and clients as being a functional and technical expert Demonstrates exceptional knowledge about how complex systems and processes work | 3 |
Self Evaluation | |
Self Evaluation Question | Employee Comments |
|---|---|
| DELEGATION: Can you describe a time when you have solved a major company problem due to an effective delegation of tasks? How do you deal with an employee who does not deliver a project on the agreed time? | [employee comments] |
| ENTHUSIASM: Are there times you have not achieved something that you set out to do? How did you feel about that? Can you think of a time when you sought a colleague's idea or opinion when working on a new project? | [employee comments] |
| PERSONAL DRIVE: What role has your supervisor, manager or colleagues played in improving your personal drive in the workplace? How do you ensure that your personal drive level is high on a daily basis? | [employee comments] |
| USING COMMON SENSE: How do you help other employees use common sense at work? When is the last time this happened? How do you avoid making the most common mistakes at work like being late or missing deadlines? | [employee comments] |
| LONG RANGE PLANNING: How do you make sure that your long-term goals do not conflict with your short-term goals? In your opinion, do you think most start-ups fail due to lack of long-range planning or due to poor management? Explain your answer | [employee comments] |
| ORGANIZATIONAL SKILLS: What are some of the tools that you have used to organize your tasks at work? Would you recommend these tools to other employees? Do you prefer phone or email conversations when communicating with a colleague at work? Explain your answer | [employee comments] |
| QUALITY OF WORK: What do you think your company should do to fix some of the most common quality-related issues? What courses, if any, have you taken to improve the quality of service you give to your customers? How has this benefited your company? | [employee comments] |
| CUSTOMER SERVICE: Were there any times you came across customers with special needs? How did you assist them? Are there any instances where some customers declined following a queue? How did you correct such situations? | [employee comments] |
| COMPUTER SKILLS: What efforts are you making to improve your typing speed and accuracy? What efforts are you making to become more familiar with computer security issues and copyright laws? | [employee comments] |
| TECHNICAL SKILLS: What are you doing to improve your ability to troubleshoot and maintain basic devices and machines? What efforts are you making to learn more about coding and programming? | [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: |