Use this sample and step by step explanation to craft a meaningful employee performance feedback review for a client service associate. Find the right words with quality phrases.

A Client Service Associate is responsible for maintaining customer relationships by responding to inquiries and documenting actions.

The primary obligations of this position are preparing for customer inquiries by studying products, services and customer services processes, accomplishing client service and organization mission by completing related results as required, updating job knowledge by participating in educational opportunities, responding to the client's enquiries by understanding inquiry, reviewing previous inquiries and responses, gathering and studying information, assembling and forwarding information, confirming customer's understanding of information and answer, improving quality service by recommending improved processes, identifying new product and service applications, contacting clients to discuss their accounts with them and answer questions or arrange meetings.

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

CUSTOMER ORIENTED: Customer Oriented is a skill that focuses primarily on the client as the King offering quality services that meet the customer's expectations with an aim to inspire people rather than just try to sell their product.

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.

1

INTERPERSONAL SKILLS: Interpersonal Skills are a set of abilities that enable a person to positively interact and work with others effectively while avoiding office disputes and personal issues with each other.

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.

2

KNOWLEDGE OF JOB: Knowledge of Job is essential to every employee who needs to have a clear understanding of how their jobs fit into the overall organization to eliminate carelessness and laxity.

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

1

PERSONAL GROWTH: Personal Growth is the improvement of one's awareness, identity, developing talents and potential to facilitate the growth of oneself and the position they handle at the workplace.

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

Jumps from one goal to the other without accomplishing anything

1

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

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

2

MEETING MANAGEMENT: Meeting Management is the skill to know and understands the reason why an official meeting should be held and who should attend.

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

2

PROCESS IMPROVEMENT: Process Improvement is the creation of new processes or improving the existing ones that will work and take your corporation to the next level.

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

1

RESEARCH: Research is the ability to stay updated on the latest trends in different fields as per your concern or the concern of your company or business.

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

1

DATA ENTRY: Data Entry is a skill to key in information from various sources as directed by the management while keeping to the policies and procedures of the company and ensuring they are accurate.

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

1

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 little outstanding understanding on how a product compares to rival products

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

1

Self Evaluation

Self Evaluation Question

Employee Comments

CUSTOMER ORIENTED:

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?

[employee comments]
INTERPERSONAL SKILLS:

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?

[employee comments]
KNOWLEDGE OF JOB:

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?

[employee comments]
PERSONAL GROWTH:

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?

[employee comments]
CUSTOMER SERVICE:

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?

[employee comments]
MEETING MANAGEMENT:

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?

[employee comments]
PROCESS IMPROVEMENT:

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?

[employee comments]
RESEARCH:

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?

[employee comments]
DATA ENTRY:

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?

[employee comments]
PRODUCT KNOWLEDGE:

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?

[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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