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

A customer service agent is given the primary responsibility of acting as a liaison link between the company's clients and the company itself. He or she will get to assist with various issues such as; complaints, orders, accounts queries, billing, and cancellation. He or she will ensure that the clients are satisfied at all times.

Other duties that he or she will handle are; cancelling or upgrading user accounts, updating customer details, placing or cancelling clients orders, sell company products and services, advise on relevant company information, resolve clients issues either via mail, calls and texts, inform clients of any new changes or promotions and maintaining service report.

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

Allows the person assigned the task to complete the task in a way he/she feels more effective for obtaining the desired objectives

2

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.

Creates programs that are easy to implement for every employee without being cumbersome

Develops new scheduling plans and systems that are workable to organize work

2

DEPENDABILITY: Dependability is the characteristic of being able to be counted on and relied upon by providing services that be trusted within a period.

Completely adheres to the laid out company rules without defaulting any of them

Identifies the worthy steps and takes them in executing all the tasks given

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.

Is not easily demotivated by temporal crisis; still enjoys working even when all is not well in the workplace

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

3

MONITORING OTHERS: Monitoring others is tracking employee activities monitor the worker engagement with the workplace-related tasks.

Compares a person's baseline reading with a later behavior in order to get a clue on what they might want to hide or how they express their true feelings

Frequently checks in on employees in their own offices or departments at an unscheduled time

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.

Takes the time to go over own weekly plans in order to know what is due and to avoid surprising appointments

Keeps all current projects in the forefront in order to stay focused on the tasks or activities that matter the most

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.

Communicates projects' instructions effectively and asks team members to paraphrase what one has said to make sure that they have understood the concept

Constantly tracks a project in its early stages to identify and fix errors that could affect the overall quality of the project

2

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

Seeks assistance from colleagues when faced with a challenging question and avoids giving wrong answers

Understands what most customers are experiencing and is able to meet most of their needs

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

Understands how to troubleshoot basic computer hardware problems and is familiar with basic hardware components

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.

Demonstrates awareness on how to install and configure most products

Makes enough effort to understand how a product compares to rival products

2

Self Evaluation

Self Evaluation Question

Employee Comments

DELEGATION:

What are some of the techniques or methods you have used to ensure effective delegation?

Would you train a new employee to perform a certain task for you or would you prefer an employee who already has the required skills to handle the task? Why?

[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]
DEPENDABILITY:

Are you willing to do whatever it takes to get the job done no matter the situation?

Are there areas you have not showed or practiced dependability that you need to change

[employee comments]
ENTHUSIASM:

Think of a time you had an idea and you got other employees to follow you. What was the idea?

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

[employee comments]
MONITORING OTHERS:

Is there a time when you felt your monitoring system is not giving you what you expected? What did you do?

Do you prefer to work in a company where employees are constantly monitored or one where they are not? Why?

[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:

What do you think your company should do to fix some of the most common quality-related issues?

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

[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]
COMPUTER SKILLS:

Have you ever tried to create a computer network unsuccessfully? How did you solve the challenges faced?

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

[employee comments]
PRODUCT KNOWLEDGE:

What efforts are you making to improve your understanding of different product specifications?

Have you ever failed to demonstrate how a product can be integrated with another? What did you do to improve?

[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:

Related Articles