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

A customer care representative has the primary role of providing exemplary customer service to the clients of the organization. He/she interacts with the clients on the company's behalf and gives them a hassle free experience at the organization by providing exemplary service, answering their questions and diffusing frustrating situations.

Other associated duties include building trust with the customers, answering customer's questions on various complex matters related to the organization, assisting clients to solve their problems, providing information about the products and/or services provided by the company, taking orders, responding to the complaints of the customers, recording and updating the information of customers and following up with clients.

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

DELEGATION: Delegation is assigning responsibility or authority to another person a junior or subordinate to carry out specific activities while remaining accountable for the outcome.

Delegates too much at one time and does not give enough time for the person handling the task to complete it effectively

Does not take the time to explain why the job is being delegated, why to that particular person and how it fits in the overall scheme of things

1

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

PERSONAL DRIVE: Personal Drive is a combination of desire and energy in its simplest form directed at achieving a goal in whatever you have set your heart to accomplish.

Does not show interest in learning new things or attending courses that enhance one's professional and personal development

Gets frustrated when a project fails to meet expectations and does not show willingness to try again

1

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.

Jumps into a new situation assuming that one knows just what to do and ends up making terrible mistakes

Does not make any effort of learning new things in order to improve own common sense skills

1

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.

Looks at the company as an outsider and reviews its strengths and weaknesses in order to identify areas of opportunity and improvement

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

Gets rid of non-essential items or stores them away in order to make own workspace more productive and functional

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.

Fails to monitor a project at its early stages or fix small problems before they become bigger and unsolvable

Fixes problems in own projects and those of others but does not look for ways to prevent these mistakes from happening again in the future

1

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

Shows frustration when a customer asks too many questions and lacks patience with customers who ask irrelevant questions

Demonstrates insufficient knowledge of company products and does not bother to stay updated with changes to products

1

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.

Possesses little understanding about the basic steps of installing common operating systems

Does not show willingness to learn more about file management

1

TECHNICAL SKILLS: Technical Skills are the abilities and knowledge mostly related to mechanical, IT, scientific and mathematical needed to perform specific tasks in the workplace.

Does not train others in an area of expertise and hardly shares knowledge with colleagues

Slow at learning new technologies and makes little effort to remain updated with technology

1

Self Evaluation

Self Evaluation Question

Employee Comments

DELEGATION:

Do you regard yourself a micro or macro manager? How do you delegate your tasks or projects?

What are some of the things you have done to improve your delegation skills?

[employee comments]
ENTHUSIASM:

Think of a time you had an idea and you got other employees to follow you. What was the idea?

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]
PERSONAL DRIVE:

What personal and career goals have you set for yourself? What are you doing to make sure that these goals are accomplished?

If you were asked to supervise your colleagues, how would you interact with them in order to help them find their personal drive?

[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:

Describe the most recent long-range plan you have been involved in. What are some of the information you needed to start the process?

What are some of the things you have done to improve your ability to plan for the future?

[employee comments]
ORGANIZATIONAL SKILLS:

Is there a time when your schedule was suddenly interrupted? What caused the interruption and how did you get your activities back on track?

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?

How have you made sure that your projects meet the agreed quality standards? What tools or methods have you used?

[employee comments]
CUSTOMER SERVICE:

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

What efforts are you making to redefine customer service processes to meet the ever-changing needs of customers?

[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]
TECHNICAL SKILLS:

What are you doing to improve your ability to troubleshoot and maintain basic devices and machines?

Have you ever attempted to apply your technical skills to create a new and working system from scratch?

[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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