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

A customer care representative has the primary role of providing exemplary customer service to the clients of the organization. He/she interacts with the clients on the company's behalf and gives them a hassle free experience at the organization by providing exemplary service, answering their questions and diffusing frustrating situations.

Other associated duties include building trust with the customers, answering customer's questions on various complex matters related to the organization, assisting clients to solve their problems, providing information about the products and/or services provided by the company, taking orders, responding to the complaints of the customers, recording and updating the information of customers and following up with clients.

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.

Establishes a firm priority system for tasks in order to understand the nature of the tasks and delegate effectively

Asks the person assigned the task to paraphrase the assignment or request in their own words to make sure that they understand what they are supposed to do

2

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.

Comes up with a system that squeezes the most productivity out of each day and sticks to it

Derives strength and inspiration from role models and tries to emulate them in order to achieve personal goals

2

PERSONAL DRIVE: Personal Drive is a combination of desire and energy in its simplest form directed at achieving a goal in whatever you have set your heart to accomplish.

Acts professionally at all times and works within the boundaries of the company processes and legal constraints

Feels anxious and have doubts, but has learned how to stop one's anxiety and doubts from overwhelming oneself

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.

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

Sets smart goals, makes a plan that makes it easier to achieve them and makes sure to follow that plan

3

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.

Refers to the elements of the long-term plan frequently or whenever necessary to provide guidance and to show others that one considers the plan important

Foresees situations that may break the ongoing strategies and deals with them before they actually happen

2

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.

Assigns specific time for each task one needs to complete in order to avoid spending too much time on a single task and meet deadlines

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.

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

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

Makes efforts to provide feedback in a timely manner and avoids becoming emotional when faced with objections

Attempts to outline the steps needed to resolve a problem in a simpler way

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.

Shows willingness to learn how to create, use, and troubleshoot computer networks

Demonstrates an above average typing speed when using word processors accompanied with above average accuracy

2

TECHNICAL SKILLS: Technical Skills are the abilities and knowledge mostly related to mechanical, IT, scientific and mathematical needed to perform specific tasks in the workplace.

Welcomes chances to learn new skills and seeks for opportunities that enhance knowledge in existing skills

Makes enough effort to enhance the ability to operate a wide range of devices and machines

2

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?

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

[employee comments]
ENTHUSIASM:

What are some of the career-related actions you took and you were pleased you took them? What pleases you about your actions?

Is there a time when a task had to be completed, and you were able to focus your efforts and attention to get it done?

[employee comments]
PERSONAL DRIVE:

What personal and career goals have you set for yourself? What are you doing to make sure that these goals are accomplished?

What behaviors, workplace events or actions limit or destroy your personal drive? What do you do to get back on track?

[employee comments]
USING COMMON SENSE:

How have you used common sense at work to meet your goals? Give a specific example when this happened

How do you go about making decisions? How do you calculate your next action when solving a problem?

[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?

Do you think a vision statement is important to a company? In your opinion, what are some of the things that must be included in vision and mission statements?

[employee comments]
ORGANIZATIONAL SKILLS:

Give a specific example of a project you have done that perfectly describes your organizational skills. How did you go about it?

Do you prefer phone or email conversations when communicating with a colleague at work? Explain your answer

[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?

What are some of the tools that you have used to check for information accuracy before working on it?

[employee comments]
CUSTOMER SERVICE:

Were there any times you came across customers with special needs? How did you assist them?

Are there any instances where you delayed responding to a customer and did you give any explanations for the delay?

[employee comments]
COMPUTER SKILLS:

How often do you seek for assistance when faced with a challenge when using a computer service?

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

[employee comments]
TECHNICAL SKILLS:

What are you doing to improve your ability to troubleshoot and maintain basic devices and machines?

What efforts are you making to learn new technologies and remain updated with technology?

[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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