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

A customer care specialist has the primary responsibility of handling inquiries from the company clients from time to time via mail or calls. He/she ensures that the inquiries are handled and escalated at all time. Also, he or she can be assigned the role of updating client details on the database.

Besides that he/she can handle the following tasks: escalate unresolved clients issues to the appropriate personnel; do regular follow up of client issues to ensure they are solved; document the various cases handled on a day to day basis; maintain adequate knowledge of all integral software and systems used and attend all customer care 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

ORGANIZED WORKPLACE: Organized Workplace is a vital characteristic that helps the business to thrive for long term due to the sense of structure and order which efficiently promotes the team spirit.

Follows proper work reporting channels when handling work related issues.

Documents all processes and items and is accountable to everything given out to him or her.

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.

Always seeks to improve by learning new techniques and skills.

Follows the company culture strictly and inspires the same from his or her colleagues.

2

EMPATHY: Empathy is the understanding of another person's condition from their perspective by placing yourself in their shoes and feeling what they are feeling.

Rewards and praises colleagues for their accomplishments and strengths, and provides constructive feedback designed to focus on how to improve

Opens up emotionally when connecting with others in order to deepen the connection with the other person

2

ATTENTION TO DETAIL: Attention to Detail is the capacity to achieve a thoroughness and accuracy when accomplishing a task.

Limits distractions by trying to work in an area that is conducive to focus and concentrate

Accurately analyzes and prioritizes details and catches details missed by other colleagues

3

PERSONAL ACCOUNTABILITY: Personal Accountability is the feeling that you are entirely responsible for your actions and consequences taking ownership without blaming others.

Looks beyond the requirements of one's own job description to offer suggestions for problem-solving and improvement of overall company operations

Commits oneself to the company goals and finds ways to get the team members more involved towards accomplishing the company's objectives

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.

Takes responsibility for own mistakes and shows the willingness to do better; refrains from blaming others

Gets constant feedback from other employees in order to know own strengths and areas that need improvement

2

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

Shows an extraordinary ability to understand what customers are experiencing and is able to meet all their needs fully

Excels at offering special and unique solutions to customers with special needs

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.

Encourages use of creative approaches of holding meetings and shows willingness to leave room for creativity

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

2

TRAINING OTHERS: Training is the ability to expand the knowledge base by learning new truths that are useful in the workplace.

Puts more effort to participate in specialized training programs and shows interest to look for more training opportunities

Shows interest to learn new skills and is making an effort to develop a positive attitude towards complex training sessions

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.

Understands how to fix the most basic problems associated with a product

Makes effort to carry out research on customer experience offered by the products

2

Self Evaluation

Self Evaluation Question

Employee Comments

ORGANIZED WORKPLACE:

Are the channels for solving issues clear to you? If yes, explain why?

Is there teamwork in the organization? How do teams perform when assigned tasks and projects to handle?

[employee comments]
INTERPERSONAL SKILLS:

Give an instance that your feelings and emotions became a hindrance to building meaningful relationships with others?

Do you always seek to influence people in a good way and support them in their efforts?

[employee comments]
EMPATHY:

What is one or two things you have learned from caring for or helping others at work?

Can you think of a time someone interpreted something you said negatively, even though you didn't intend for it to be negative?

[employee comments]
ATTENTION TO DETAIL:

Do you prefer to work with the "details" or the "big picture" of a situation?

Are there times you have made huge mistakes due to not paying attention to details? What happened?

[employee comments]
PERSONAL ACCOUNTABILITY:

Describe an occasion when you chose not to complete a task, for whatever reason. What happened?

Describe a time when you had to admit to your supervisor that you had made a mistake. What happened?

[employee comments]
USING COMMON SENSE:

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

What have you done to avoid the most common arguments with your colleagues and customers?

[employee comments]
CUSTOMER SERVICE:

Is there a time when you were asked a question and you were unable to answer? Did you seek assistance?

What efforts are you making to redefine customer service processes to meet the ever-changing needs of customers?

[employee comments]
MEETING MANAGEMENT:

Can you think of a time where you invited unnecessary participants? How did you correct the situation?

What efforts are you making to follow up on meetings and document all the assigned tasks?

[employee comments]
TRAINING OTHERS:

How often do you encourage team members to take part in training sessions?

Can you think of a situation where you improved your learning after evaluating learning outcomes of a training session?

[employee comments]
PRODUCT KNOWLEDGE:

What efforts are you making to understand how a product compares to rival products?

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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