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

A Customer Service Representative is tasked with the primary role of serving customers by providing relevant product and service information and offering viable solutions to the entire client's product and service problems. Also, he or she has the duty to escalate any unresolved issue to the appropriate personnel and to follow up to ensure it is resolved.

Duties he or she will handle from time to time include; recording and maintaining customer records, updating customer details when required, conduct follow-ups on product and service issues, conduct customer satisfaction surveys, handle customer complaints, handle and manage incoming calls, generate leads when it comes to sales and identifying and assess customer needs with the aim of achieving customer satisfaction.

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.

Delegates tasks to the lowest possible organizational level in order to help develop employees on that level and increase workplace efficiency

Allows the person to which the task has been assigned to control his/her own methods and processes in order to facilitate trust and success

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

Always well ahead of the scheme when it comes to progress and performance

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.

Identifies something positive in the midst of negativity and changes perception about that situation

Does not listen to people who are full of non-constructive criticism and discouragement

3

CONCEPTUAL THINKING: Conceptual Thinking is the ability to recognize a situation or problem by identifying patterns or connections while addressing the underlying issues.

Uses vivid diagrams, analogies, and other simple means of data presentation in order to help other colleagues understand complex new ideas

Sees beyond the current business model and suggests new ways of working that are different from competitors

2

FOLLOWING DIRECTIONS: Following Directions is the skill of carefully considering the given instructions and following them closely without fail.

Is respectful; listens when the bosses talk and only responds when one is asked to

Does what one can to help around the office without being specifically ordered to do so

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.

Perceives oneself and others in a positive manner and always looks to see the best in others and oneself

Tracks own time and writes everything that needs to be done down in order not to miss an important commitment

3

GOAL AND OBJECTIVE SETTING: Goal and Objective Setting is the strategic plan that is set and laid down identifying how goals should be accomplished, by who and by what time.

Uses clear measures, such as timelines, cost, quality, quality, etc., at all levels in order to manage performance effectively

Prioritizes goals according to what the company needs most considering the resources and time available and other unexpected changes in the company

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.

Takes a careful inventory of things that one use on a daily basis and keeps them within reach in order to make organization easier and increase productivity

Works backward from the desired results to create milestones that provide one with a sense of priority and vision in the short and long term

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.

Gives team members quality goals that are challenging but attainable in order to improve their performance

Makes use of the available quality management systems and tools to ensure high work standards

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 backing up computer data and uses the latest data backup techniques such as cloud backup

3

Self Evaluation

Self Evaluation Question

Employee Comments

DELEGATION:

Do you regard yourself a micro or macro manager? How do you delegate your tasks or projects?

How do you make a decision to delegate work? How do you choose the appropriate employee to handle a certain task?

[employee comments]
PLANNING AND SCHEDULING:

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

What area can you help in the scheduling of time and workload?

[employee comments]
ENTHUSIASM:

Can you describe a time when you were totally lost in your work in a good way and time just flew by?

Describe a time you did more than was required of your job description. How did you feel about that?

[employee comments]
CONCEPTUAL THINKING:

Can you describe a time you were able to identify underlying or key issues in a complex situation? How did you go about it?

Describe the steps and methods you have used to identify a vision for your department. What would you have done differently?

[employee comments]
FOLLOWING DIRECTIONS:

How do you help a colleague improve his/her ability to follow instructions?

Is there a time you have had a conflict with a customer or colleague due to not following simple instructions? How did you resolve the conflict?

[employee comments]
USING COMMON SENSE:

How do you help other employees use common sense at work? When is the last time this happened?

When is the last time you apologized to a colleague? What had you done and why did you feel the need to do this?

[employee comments]
GOAL AND OBJECTIVE SETTING:

Suppose your goal is to run your own company in the next two years. How will you go about accomplishing this goal?

What do you look for in team members when setting goals for the team? How do you keep track of your team goals?

[employee comments]
ORGANIZATIONAL SKILLS:

When scheduling your time, how do you decide which task comes first and which one goes last? Give an example

How do you differentiate tasks that bring you closer to your goals from those that don't add value to your goals? How do you treat both tasks?

[employee comments]
QUALITY OF WORK:

Describe the most challenging task you have handled. What made it challenging and what was the quality of work produced?

How do you help new members of your team cope with the agreed team standards and values?

[employee comments]
COMPUTER SKILLS:

What efforts are you making to become more familiar with different computer hardware components?

What efforts are you making to become more familiar with computer security issues and copyright laws?

[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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