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

A Customer Care Professional links an organization to its customers by handling customer's inquiries and providing support. He/she provides answers to the client's questions and resolves their problems either in person, via the phone or email while giving them excellent customer service.

Other duties include giving customers information about the products and/or services, maintaining high levels of customer service, handling issues efficiently and swiftly for the smooth running of the business, answering incoming calls and making outbound calls, identify the needs of the caller and route calls to the relevant parties, document call information, effectively gather information from clients and provide reassurance and effectively deal with challenging clients to understand their issues and provide appropriate solutions.

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.

Has a good way of solving team conflicts and ensures that peace and harmony are upheld.

Builds a good and beneficial rapport with fellow team members and always makes them feel appreciated.

2

PUBLIC SPEAKING: Public Speaking though closely related to presenting differs in that it is the process of performing a speech before a live audience with the purpose of informing, persuading or entertaining.

Handles well any unexpected issue that might arise during the talk.

Always plans appropriately before delivering ant type of talk or speech.

2

STRATEGIC PLANNING: Strategic Planning is organizational management activity that is used to set priorities, focus energy and resources, strengthen operations while guaranteeing that employees and other stakeholders are working towards common goals.

Anticipates problems that may arise and quickly develops an effective backup plan

Pays attention to the human resources required for the plan to succeed

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

Does not leave any detail to chance rather takes everything into consideration

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.

Always concentrates on own work thus it becomes easier to ignore challenges and obstacles in the workplace

Takes on extra projects and often seeks advice from other colleagues in areas that need clarification when handling the projects

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

Speaks assertively in order to get people to listen and deliver one's own ideas with conviction

2

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

Shows keenness while exploring the issue or topic at hand as well as issues surrounding it and reasons behind it

Avoids overloading oneself with last minute deadlines and large simultaneous projects

3

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 a careful inventory of things that one use on a daily basis and keeps them within reach in order to make organization easier and increase productivity

Works backward from the desired results to create milestones that provide one with a sense of priority and vision in the short and long term

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.

Organizes training sessions that focus on specific gaps, such as producing error free work, in order to improve employees performance

Avoids micromanaging; gives employees time to think for themselves and brainstorm ideas in order to produce exceptional results

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 use different versions and types of computer operating systems

Understands the basic steps of installing common operating systems and shows willingness to learn more about file management

2

Self Evaluation

Self Evaluation Question

Employee Comments

TEAMWORK SKILLS:

Give an instance you contributed actively to a group problem and what was the result?

Do you always have a tendency of blaming others for the mistakes made?

[employee comments]
PUBLIC SPEAKING:

What was your favorite talk and how did it rate among your audience?

Do you listen to other speakers and what have you learned so far?

[employee comments]
STRATEGIC PLANNING:

What are your long-term and short-term goals? What have you done to achieve them effectively?

Can you describe the techniques or methods that you have used to develop a strategic plan for your company or department?

[employee comments]
PLANNING AND SCHEDULING:

Do you have all the tools to help you plan and schedule the company's affairs?

Are you well versed with the IT systems for planning and scheduling?

[employee comments]
ENTHUSIASM:

Are there times you have not achieved something that you set out to do? How did you feel about that?

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

[employee comments]
SELF CONFIDENCE:

Is there a time you interjected a different side of an issue or a different point of view? How did you go about it?

What is one thing you do that makes you like yourself and your work?

[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 had difficult experiences working with details at work? How did you go about that?

[employee comments]
ORGANIZATIONAL SKILLS:

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

How do you differentiate tasks that bring you closer to your goals from those that don't add value to your goals? How do you treat both tasks?

[employee comments]
QUALITY OF WORK:

How do you make sure that projects instructions are clear to your team members?

What courses, if any, have you taken to improve the quality of service you give to your customers? How has this benefited your company?

[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 different versions and types of computer operating systems? Did you learn anything new?

[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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