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

A Customer Service Specialist is assigned the primary role of ensuring that all customer care services are offered in the right manner and at the highest quality and with great professionalism. He or she will work closely with the customer care operation manager in managing the affairs o the call center.

He or she will also get to perform the following tasks; reply to all telephone, emails and social media messages in a timely and appropriate manner, escalate any unresolved tissues to the higher management personnel, ensure proper recording of all client data and information, conduct follow-ups on all client issues to ensure the cases are closed and attending to all customer service related meetings and training.

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

TEAMWORK SKILLS: Teamwork is the process of collaboratively working with a group of people with an aim to achieve a set goal within a business ensuring that the staff and management cooperate using their skills and provide constructive feedback.

Participates actively in all the team's activities and always displays a winning mentality.

Shows great skill and ability to be resourceful in a team and uses available resources to achieve the highest possible results.

3

KNOWLEDGE OF COMPANY PROCESSES: Knowledge of Company Processes is the in-depth understanding of a collection of related, structured activities that serve a particular goal for a group of customers or clients who are valuable to the enterprise.

Is able to communicate information and ideas respectfully to ensure that messages and information are understood and have the desired impact

Is able to restrain negative actions and keep own actions under control when facing a difficult situation or working under pressure

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.

Organizes and plans projects and workload to prevent overlaps or gaps in responsibilities

Sets a high standard or expecting that others are inclined to follow

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.

Always well prepared, full of ideas and cheerful about upcoming projects and current tasks

Does not dwell on the negative; does not think about past mistakes or things that cannot be changed

3

SELF CONFIDENCE: Self Confidence is the ability to know who you are and what you are capable of doing which shows in your behavior, your body language, how you speak, etc.

Pushes oneself out of the comfort zone and does not allow fear to hold them back

Seeks out challenges and celebrates each achievement even when one's efforts yield small victories

3

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

Crystallizes the importance and the meaning of a lot of complex ideas into a simple and understandable explanation

Goes beyond past experiences and finds new ways of looking at issues to draw out new insight from complex and diverse information

3

PRACTICAL THINKING: Practical Thinking is the skill to think creatively about projects or work that requires your full attention to be completed and to bring great results.

Takes the time to learn at least one more language in order to introduce oneself to new methods of thinking

Figures out the information one needs to solve a particular situation and actively seeks that information

2

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.

Tries new things in order to give oneself an opportunity to learn, make mistakes and experience from them

Takes a personality assessment in order to identify own tendencies and biases and how they influence own judgment, analysis, and decision-making

2

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.

Sets flexible goals that are easy to modify in case one encounters barriers along the way to accomplishment

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.

Pays attention to the task at hand in order to prevent own mind from wandering and be more productive

Handles quick tasks or those that don't need scheduling immediately in order to prevent procrastination and give time for more complex tasks

3

Self Evaluation

Self Evaluation Question

Employee Comments

TEAMWORK SKILLS:

Do you always take credit for what others have done or you appreciate their efforts?

Do you always have a tendency of blaming others for the mistakes made?

[employee comments]
KNOWLEDGE OF COMPANY PROCESSES:

Can you give an example of one or two times when you have presented new information to key decision-makers to help them understand a situation?

What steps have you taken to encourage other employees to keep up-to-date with the company's rules, structures, networks, and systems?

[employee comments]
PLANNING AND SCHEDULING:

What are those goals that require more skills in planning and decision making?

How have you been of help to others in accomplishing goals within the set time?

[employee comments]
ENTHUSIASM:

Can you think of a situation where you were intensely motivated? When were you bored?

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

[employee comments]
SELF CONFIDENCE:

Is there a time you interjected a different side of an issue or a different point of view? How did you go about it?

Do you feel full of self-confidence or do you wish you had more of it?

[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?

Is there a time when you had to analyze information and make a recommendation? How did you go about that?

[employee comments]
PRACTICAL THINKING:

Describe a situation that required you to think practically at work. What steps did you take to accomplish this?

How do you ensure that a certain source of information is reliable? Is there a time when you have made mistakes because someone had given you the wrong information? How did you handle the situation?

[employee comments]
USING COMMON SENSE:

What have you done to improve your ability to use common sense at work?

How do you avoid making the most common mistakes at work like being late or missing deadlines?

[employee comments]
LONG RANGE PLANNING:

Describe a time when you have had a hard time accomplishing your long-range plan. What was the problem and how did you solve it?

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?

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

[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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