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

A customer care specialist has the primary responsibility of handling inquiries from the company clients from time to time via mail or calls. He/she ensures that the inquiries are handled and escalated at all time. Also, he or she can be assigned the role of updating client details on the database.

Besides that he/she can handle the following tasks: escalate unresolved clients issues to the appropriate personnel; do regular follow up of client issues to ensure they are solved; document the various cases handled on a day to day basis; maintain adequate knowledge of all integral software and systems used and attend all customer care 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

ORGANIZED WORKPLACE: Organized Workplace is a vital characteristic that helps the business to thrive for long term due to the sense of structure and order which efficiently promotes the team spirit.

Rarely consults when something in the workplace is not in order.

Does not exhibit calmness and soberness when working under pressure.

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.

Tries as much as possible to make people feel comfortable at all times.

Knows how and when to give constructive feedback to others and easily accepts correction.

2

EMPATHY: Empathy is the understanding of another person's condition from their perspective by placing yourself in their shoes and feeling what they are feeling.

Does not care about own words and actions and the perception they create in others

Ignores and hides the emotional content in a conversation with colleagues making them not to open up fully

1

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

Does not give one's brain time to relax; always hops from one project to the other without considering taking some rest

Has difficulty sticking to own schedule and always keeps on altering it in order to follow a specific rhythm

1

PERSONAL ACCOUNTABILITY: Personal Accountability is the feeling that you are entirely responsible for your actions and consequences taking ownership without blaming others.

Holds oneself and others accountable for making principled decisions and addresses unethical and unsatisfactory behavior head on

Generates enthusiasm among the team members for accomplishing common goals that elevates the team and ensures the company success

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.

Tries new things in order to give oneself an opportunity to learn, make mistakes and experience from them

Surrounds oneself with people who always seem to use common sense in order to improve own common sense skills

2

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

Receives multiple customer complaints about failing to follow up on their inquiries as promised

Alienates customers with special needs and does not bother to attend to customers on a first come first served basis

1

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

Invites unnecessary people to meetings and ends up wasting a lot of time and resources

Constantly fails to follow up on meetings and hardly documents the assigned tasks

1

TRAINING OTHERS: Training is the ability to expand the knowledge base by learning new truths that are useful in the workplace.

Hardly encourages team members to take part in training sessions

Rarely encourages team members to share concepts learned in training sessions

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.

Poor at explaining how to use a product to clients who have never used it before

Hardly understands how a product addresses the needs of a client

1

Self Evaluation

Self Evaluation Question

Employee Comments

ORGANIZED WORKPLACE:

Has the company given you all the essential things you require to perform your duties/

Do you feel the workplace is organized enough to enable you to perform?

[employee comments]
INTERPERSONAL SKILLS:

Do you find it easy to strike a conversation with other people?

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

[employee comments]
EMPATHY:

In your opinion, what are the ingredients in building and maintaining good relationships with colleagues at work?

Why is it important for employees to show empathy towards each other as well as towards their customers?

[employee comments]
ATTENTION TO DETAIL:

Have you been in a situation where you had an option to leave the details to others or take care of the details yourself? What did you do?

Are there times you have made huge mistakes due to not paying attention to details? What happened?

[employee comments]
PERSONAL ACCOUNTABILITY:

Describe an occasion when you chose not to complete a task, for whatever reason. What happened?

Describe a time you reacted to pressure situations or short deadlines. How did you do it?

[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?

What have you done to avoid the most common arguments with your colleagues and customers?

[employee comments]
CUSTOMER SERVICE:

Were there any times you came across customers with special needs? How did you assist them?

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

[employee comments]
MEETING MANAGEMENT:

Have you ever failed to give participants the topic to be discussed beforehand? How did you correct the mistake?

What efforts are you making to follow up on meetings and document all the assigned tasks?

[employee comments]
TRAINING OTHERS:

What efforts are you making to apply skills learnt in training session to advance your skill set and career?

How often do you encourage team members to share concepts learned in training sessions?

[employee comments]
PRODUCT KNOWLEDGE:

What are you doing to enhance your understanding of industry trends, terminologies, and concepts surrounding a product?

How often do you adhere to procedures and policies that guide products and services?

[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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