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

A Client Service Associate is responsible for maintaining customer relationships by responding to inquiries and documenting actions.

The primary obligations of this position are preparing for customer inquiries by studying products, services and customer services processes, accomplishing client service and organization mission by completing related results as required, updating job knowledge by participating in educational opportunities, responding to the client's enquiries by understanding inquiry, reviewing previous inquiries and responses, gathering and studying information, assembling and forwarding information, confirming customer's understanding of information and answer, improving quality service by recommending improved processes, identifying new product and service applications, contacting clients to discuss their accounts with them and answer questions or arrange 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

CUSTOMER ORIENTED: Customer Oriented is a skill that focuses primarily on the client as the King offering quality services that meet the customer's expectations with an aim to inspire people rather than just try to sell their product.

Focuses on the needs of customers, which makes it easy to meet their needs effectively.

Works well with customers in meeting their needs and solving their problems.

2

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.

Tries as much as possible to make people feel comfortable at all times.

Knows how and when to give constructive feedback to others and easily accepts correction.

2

KNOWLEDGE OF JOB: Knowledge of Job is essential to every employee who needs to have a clear understanding of how their jobs fit into the overall organization to eliminate carelessness and laxity.

Cultivates good relationships with the people in one's company and treats them with courtesy, respect, and kindness

Researches things before hand and asks questions where appropriate in order to avoid making serious mistakes

2

PERSONAL GROWTH: Personal Growth is the improvement of one's awareness, identity, developing talents and potential to facilitate the growth of oneself and the position they handle at the workplace.

Consistently meets personal objectives even those that look challenging to the ordinary employee

Demonstrates high initiative and energy in pursuing the set goals

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

Provides feedback as soon as a customer makes an inquiry

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.

Promotes off-site meetings that can enhance the energy of participants due to changes in scenery

Demonstrates willingness to learn more meeting management skills to improve future meetings

2

PROCESS IMPROVEMENT: Process Improvement is the creation of new processes or improving the existing ones that will work and take your corporation to the next level.

Encourages automation of manual processes to enhance efficiency and accuracy

Recommends resources to be allocated wisely to make processes work better and spends less on them

2

RESEARCH: Research is the ability to stay updated on the latest trends in different fields as per your concern or the concern of your company or business.

Uses existing data collections tools to gather data when conducting a research

Makes effort to examine the truth of an argument before making a conclusion

2

DATA ENTRY: Data Entry is a skill to key in information from various sources as directed by the management while keeping to the policies and procedures of the company and ensuring they are accurate.

Shows willingness to improve literacy and numeracy skills when working with data

Shows willingness to work under pressure and meets most deadlines

2

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.

Knows how a product can be integrated with or connected to other things

Shows willingness to understand industry trends, terminologies, and concepts surrounding a product

2

Self Evaluation

Self Evaluation Question

Employee Comments

CUSTOMER ORIENTED:

Do you actively solicit feedback from customers to determine their concerns and needs? Explain how.

What do you understand by excellent customer service? Explain a time when you offered it.

[employee comments]
INTERPERSONAL SKILLS:

Are you always approachable or people tend to find it hard to approach you?

Do you always seek to make people relaxed when they are talking to you or do you use intimidation?

[employee comments]
KNOWLEDGE OF JOB:

Can you describe two instances when you have demonstrated knowledge of job at work?

What is the most difficult and challenging thing about your job? How do you handle it?

[employee comments]
PERSONAL GROWTH:

Do you make an immediate corrective action based on the coaching or feedback you receive?

Would you like to see your career grow as the company does?

[employee comments]
CUSTOMER SERVICE:

Are there any instances where customers asked irrelevant questions? How did you handle such customers?

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 efforts are you making to ensure all meetings have a clear agenda?

[employee comments]
PROCESS IMPROVEMENT:

Is there any time you failed to set objectives when initiating process improvement efforts? How did you correct the mistake?

How often do you eliminate steps that are of no value in a process?

[employee comments]
RESEARCH:

What efforts are you making to improve your research methods?

How often do you break bigger issues into smaller manageable parts when faced with complex situations during research?

[employee comments]
DATA ENTRY:

What measures are you putting in place to maintain data confidentiality?

How often do you encourage others to learn more computer skills?

[employee comments]
PRODUCT KNOWLEDGE:

Can you think of a situation where you demonstrated your ability to fix problems associated with a product?

What are you doing to improve your ability to fix problems associated with a product?

[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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