Poor Employee Performance Feedback: Client Service Associate

Finds it difficult to deal with customers who are overly demanding and always passes them on to the manager.

Does not value the importance of customer service training, is frequently late to class, and sometimes fails to attend.

Appreciates the efforts taken by others to do any task and encourages them to be better.

Follows the company culture strictly and inspires the same from his or her colleagues.

Is always in a hurry to finish a task or project thus misses important steps or submits poor-quality work

Gets depressed when faced with challenges; is not able to remain when faced with a difficult situation

Is never serious about handling the set goals within the time given

Jumps from one goal to the other without accomplishing anything

Seeks assistance when handling customers with special needs and works well with most customers

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

Reviews the participants list during a meeting to ensure most of the important participants have attended

Encourages different roles to be assigned to different participants to improve the productivity of a meeting

Fails to eliminate steps that do not add value to a process and hardly optimizes the steps that add value

Rarely attends think tank and ideation sessions that can assist in learning more ideas that can improve processes

Hardly bothers to look for better and new ways to approach problems

Uses unreliable data collection methods when researching and does not understand the difference between quantitative and qualitative research methods

Demonstrates little willingness to learn how to transcribing documents and type up manuscripts

Does little to improve literacy and numeracy skills when working with data

Demonstrates little outstanding understanding on how a product compares to rival products

Demonstrates little knowledge on how to use a product together with another

Explain a situation where you went an extra mile to serve a customer. What did you do?

Which biggest challenge have you encountered in customer service and how did you deal with it?

Are you always approachable or people tend to find it hard to approach you?

How well do you receive instructions and follow them through to achieve the desired results?

Can you describe two instances when you have demonstrated knowledge of job at work?

Can you give two or three examples of times when you have worked with groups of people to accomplish tasks? What was your role?

Do you value hard work and are you interested in making the best out of it?

Are you available to attend training and coaching workshops and do you benefit from them?

Is there a time when you were asked a question and you were unable to answer? Did you seek assistance?

Can you think of a time where you felt you had not responded well? How did you correct the situation?

What are you doing to ensure that you start and end meetings as scheduled?

What are you doing to ensure participants remain focused throughout a meeting?

Is there any time you failed to set objectives when initiating process improvement efforts? How did you correct the mistake?

Have you ever failed to map existing processes and how did you correct the mistake?

How often do you encourage colleagues to employ analytical skills when examining the consequences of a certain solution?

How often do you employ logic and reason when determining the merits of an argument?

How often do you work in a team and how often do you work independently?

What are you doing to improve your spelling, punctuation and grammar when typing?

What efforts are you making to understand how a product compares to rival products?

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