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

A Customer Service Specialist is assigned the primary role of ensuring that all customer care services are offered in the right manner and at the highest quality and with great professionalism. He or she will work closely with the customer care operation manager in managing the affairs o the call center.

He or she will also get to perform the following tasks; reply to all telephone, emails and social media messages in a timely and appropriate manner, escalate any unresolved tissues to the higher management personnel, ensure proper recording of all client data and information, conduct follow-ups on all client issues to ensure the cases are closed and attending to all customer service related meetings and training.

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

TEAMWORK SKILLS: Teamwork is the process of collaboratively working with a group of people with an aim to achieve a set goal within a business ensuring that the staff and management cooperate using their skills and provide constructive feedback.

Shows great confidence when it comes to making decisions and sticking to them.

Encourages other team members to continue to improve themselves and to do well at all time.

2

KNOWLEDGE OF COMPANY PROCESSES: Knowledge of Company Processes is the in-depth understanding of a collection of related, structured activities that serve a particular goal for a group of customers or clients who are valuable to the enterprise.

Proposes different ways to do things and understands the value of other ideas and ways of doing things

Is attentive when performing tasks or doing projects or when interacting with people from different backgrounds or countries

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.

Supports the company plans with all the necessary documentation as well as filing them for future use

Strictly follows and stays on plan while helping other coworkers do the same

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

SELF CONFIDENCE: Self Confidence is the ability to know who you are and what you are capable of doing which shows in your behavior, your body language, how you speak, etc.

Talks to oneself kindly, and encouragingly instead of beating oneself up for making mistakes

Looks for online courses and attends seminars in order to grow capabilities to counteract any feelings of inadequacy

2

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

Establishes long-term goals and projects and suggests new ways to meet them

Understands the impact of changing customers' needs to the future of the company

2

PRACTICAL THINKING: Practical Thinking is the skill to think creatively about projects or work that requires your full attention to be completed and to bring great results.

Takes problems one by one wherever possible and states each problem as precisely and clearly as one can

Evaluates own options taking into account their pros and cons in the situation one is in

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.

Slows down when one is upset or stressed; refrains from making hasty decisions in order to avoid hurting others

Remains calm even when one is upset and empathizes with others instead of kicking them when they are going through a hard time

2

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.

Asks team leaders to report how their teams contribute to the mission and which mission-related goals could make the teams more effective

Identifies strategies to improve customers' satisfaction and conducts surveys to find out if the strategies are working

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.

Creates an organization chart for the entire company or own department in order to know who does what in the company

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

2

Self Evaluation

Self Evaluation Question

Employee Comments

TEAMWORK SKILLS:

Do you make your voice heard on team issues, or you allow others to come up with the ideas?

Give an instance you helped your team members to finish their tasks before the deadline?

[employee comments]
KNOWLEDGE OF COMPANY PROCESSES:

Describe a situation where you have provided advice on procedures and the use of the company resources. Was your advice taken? If yes, what was the outcome?

How would you respond to a new employee who shows an unwillingness to learn the company process? What would you do to help them?

[employee comments]
PLANNING AND SCHEDULING:

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

What help do you require to become better in your planning?

[employee comments]
ENTHUSIASM:

Can you think of a situation where you were intensely motivated? When were you bored?

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]
SELF CONFIDENCE:

Is there a time you took on a task or project you considered out of your comfort zone? How did you feel?

Are there employees you consider more successful than you? How often do you have contact with them?

[employee comments]
CONCEPTUAL THINKING:

Describe a time when you identified customer's needs on a particular project. What resources did you call on to help?

Give an example of a problem you solved when important facts were unavailable. What was the outcome? How was this problem affecting other employees?

[employee comments]
PRACTICAL THINKING:

What are some of the challenges that you have faced when thinking practically? How have you faced these challenges?

How have you involved others in practical thinking? Give an example of the last time you did this at work

[employee comments]
USING COMMON SENSE:

When is the last time you failed in a project because you did not use common sense? How did you rise up?

How do you avoid making the most common mistakes at work like being late or missing deadlines?

[employee comments]
LONG RANGE PLANNING:

Who do you involve when deciding on a long-range plan for your company and why?

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:

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

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

[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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