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

A Customer Service Representative is tasked with the primary role of serving customers by providing relevant product and service information and offering viable solutions to the entire client's product and service problems. Also, he or she has the duty to escalate any unresolved issue to the appropriate personnel and to follow up to ensure it is resolved.

Duties he or she will handle from time to time include; recording and maintaining customer records, updating customer details when required, conduct follow-ups on product and service issues, conduct customer satisfaction surveys, handle customer complaints, handle and manage incoming calls, generate leads when it comes to sales and identifying and assess customer needs with the aim of achieving customer satisfaction.

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.

Includes details and straightforward instructions in order to avoid most communication gaps and allow tasks to be executed effectively

Takes the time to prepare and develop the discipline to map out exactly what one is asking for

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.

Assists co-workers plan their daily workload and remain organized always

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

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.

Makes a list of all the good things in one's own life and uses it a boost whenever in need of an emotional boost

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

2

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

Uses advanced methods and techniques to identify the intricacies of a situation and how they may impact the outcome

Applies simple rules, past experiences, and common sense to identify issues and problems in the company

3

FOLLOWING DIRECTIONS: Following Directions is the skill of carefully considering the given instructions and following them closely without fail.

Keeps copies of detailed and complicated directions on files for projects and tasks that are done infrequently, for future reference

Consults with someone familiar with how a task is done, if possible, to make sure one is doing it right

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.

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

GOAL AND OBJECTIVE SETTING: Goal and Objective Setting is the strategic plan that is set and laid down identifying how goals should be accomplished, by who and by what time.

Brainstorms the different ways that one can reach the results and draws a specific action plan to achieve them

Sets goals that are tied to the overall growth strategy of the company in order to increase the company's productivity

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

Exercises before work in order to relieve tension and get oneself physically and mentally prepared for the day

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

Makes sure that all employees know what quality work means to the company and consistently communicates ways to improve work quality

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.

Demonstrates willingness to learn how to install, use, and troubleshoot computer software

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

2

Self Evaluation

Self Evaluation Question

Employee Comments

DELEGATION:

Do you regard yourself a micro or macro manager? How do you delegate your tasks or projects?

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:

Do your planning skills need improvement or are they ready to go?

Do you have a workable daily schedule that you consistently follow?

[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 think of a time when you sought a colleague's idea or opinion when working on a new project?

[employee comments]
CONCEPTUAL THINKING:

Can you give an example of when you integrated seemingly unrelated information in order to anticipate a problem or analyze a situation?

Can you describe a time when you anticipated the future and made changes to current responsibilities and operations in order to meet future needs?

[employee comments]
FOLLOWING DIRECTIONS:

Can you give an example of a time when you were able to demonstrate your ability to follow instructions?

Describe a time when you missed some steps in a project due to not paying attention to details. How did you fix it?

[employee comments]
USING COMMON SENSE:

Describe a time when you have had an argument with your boss because you had not done something that required common sense. What was it and how did you defend yourself?

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

[employee comments]
GOAL AND OBJECTIVE SETTING:

Suppose your goal is to run your own company in the next two years. How will you go about accomplishing this goal?

Is there a time when you were working on an important goal, but then you realized that you couldn't achieve it when you were already halfway done? What did you do?

[employee comments]
ORGANIZATIONAL SKILLS:

How have your organizational skills helped you manage your tasks and achieve your goals?

In your opinion, which is the best time to work on complex tasks? Which time works best for you?

[employee comments]
QUALITY OF WORK:

How often have you produced low-quality work? What has prevented you from producing high-quality work?

Speed is important to complete work when one is under pressure. How do you make sure to work fast and maintain accuracy at the same time when working on a tight deadline?

[employee comments]
COMPUTER SKILLS:

What efforts are you making to improve your typing speed and accuracy?

What efforts are you making to learn how to install different types of operating systems?

[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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