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

A customer service agent is given the primary responsibility of acting as a liaison link between the company's clients and the company itself. He or she will get to assist with various issues such as; complaints, orders, accounts queries, billing, and cancellation. He or she will ensure that the clients are satisfied at all times.

Other duties that he or she will handle are; cancelling or upgrading user accounts, updating customer details, placing or cancelling clients orders, sell company products and services, advise on relevant company information, resolve clients issues either via mail, calls and texts, inform clients of any new changes or promotions and maintaining service report.

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

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

PLANNING AND SCHEDULING: Planning and Scheduling are the act of establishing a plan for a set of tasks that needs to be completed and including when they should be done.

Keenly plans and coordinates or both the long term and short term goals

Establishes plans, policies, and practice that improve performance and productivity

3

DEPENDABILITY: Dependability is the characteristic of being able to be counted on and relied upon by providing services that be trusted within a period.

Ensures the performance is steady and strong regardless of any upcoming situation

Has a track record of energy, drive and performance levels that are inconsistent and unpredictable

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.

Is not easily demotivated by temporal crisis; still enjoys working even when all is not well in the workplace

Feels passionate and energetic at work and often works on tasks that bring joy and accomplishments

3

MONITORING OTHERS: Monitoring others is tracking employee activities monitor the worker engagement with the workplace-related tasks.

Avoids looking at a person up and down so that they don't notice that something is up

Monitor's physical signs such as a person's breathing. Heavy breathing could be a sign that the person is stressed or feeling nervous about the topic at hand

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.

Creates an organization chart for the entire company or own department in order to know who does what in the company

Makes different files for each client or project in order to make this information easily available when one needs it

2

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

Makes sure that all employees know what quality work means to the company and consistently communicates ways to improve work quality

2

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

Takes part in redefining customer service process to meet the ever-changing needs of customers

Puts more effort in providing feedback on time after a customer makes an inquiry

2

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 troubleshooting computer hardware problems and is familiar with different hardware components

Possesses exceptional knowledge in backing up computer data and uses the latest data backup techniques such as cloud backup

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

Demonstrates in-depth knowledge on how to use a product together with another

3

Self Evaluation

Self Evaluation Question

Employee Comments

DELEGATION:

Describe a time when you have had to deal with an employee who was not following your instructions on an assigned project. How did you go about it?

Would you train a new employee to perform a certain task for you or would you prefer an employee who already has the required skills to handle the task? Why?

[employee comments]
PLANNING AND SCHEDULING:

Do you have all the tools to help you plan and schedule the company's affairs?

Are you well versed with the IT systems for planning and scheduling?

[employee comments]
DEPENDABILITY:

Are you available when you need to complete a task or handle a difficult customer?

Do you finish all your projects and tasks within the allocated time?

[employee comments]
ENTHUSIASM:

Think of a time you had an idea and you got other employees to follow you. What was the idea?

Can you give examples of some of the improvements you have made at work without being asked?

[employee comments]
MONITORING OTHERS:

What techniques have you used to monitor employees? Describe how monitoring others have helped improve your company's productivity

Do you prefer to work in a company where employees are constantly monitored or one where they are not? Why?

[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?

Describe a time when you have missed an important commitment because you had not put it on schedule. What did you do?

[employee comments]
QUALITY OF WORK:

How do you make sure that projects instructions are clear to your team members?

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:

How do you respond to customers who make unrealistic demands?

What efforts are you making to gain more understanding about company products?

[employee comments]
COMPUTER SKILLS:

What efforts are you making to improve your typing speed and accuracy?

Have you ever tried to use computer aided design techniques and failed? What did you do to succeed?

[employee comments]
PRODUCT KNOWLEDGE:

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

What are you doing to improve your ability to explain to a client how a new product works?

[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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