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

A customer service agent is given the primary responsibility of acting as a liaison link between the company's clients and the company itself. He or she will get to assist with various issues such as; complaints, orders, accounts queries, billing, and cancellation. He or she will ensure that the clients are satisfied at all times.

Other duties that he or she will handle are; cancelling or upgrading user accounts, updating customer details, placing or cancelling clients orders, sell company products and services, advise on relevant company information, resolve clients issues either via mail, calls and texts, inform clients of any new changes or promotions and maintaining service report.

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

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.

Assists co-workers plan their daily workload and remain organized always

Regularly sets aside ample time to organize and plan the workload without favoritism

2

DEPENDABILITY: Dependability is the characteristic of being able to be counted on and relied upon by providing services that be trusted within a period.

Sets integrity aside when performing any task or dealing with any customer

Holds a questionable character that every customer and coworker gets concerned about

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.

Always has negative thoughts and is always looking at the glass as half empty

Lacks patience and expects things to happen right away and gets frustrated when they don't

1

MONITORING OTHERS: Monitoring others is tracking employee activities monitor the worker engagement with the workplace-related tasks.

Compares a person's baseline reading with a later behavior in order to get a clue on what they might want to hide or how they express their true feelings

Asks for tangible evidence and details of results on what a person has been working on

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.

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

Keeps all current projects in the forefront in order to stay focused on the tasks or activities that matter the most

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.

Sets unrealistic goals for employees, which kills their energy and motivation to work on the goals

Does not check the source of data before using it on projects thus sometimes makes serious mistakes

1

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

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.

Hardly knows how to troubleshoot basic computer hardware problems and is unfamiliar with most basic hardware components

Lacks enough knowledge on how to create, use, and troubleshoot computer networks

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

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

1

Self Evaluation

Self Evaluation Question

Employee Comments

DELEGATION:

Describe a time when you have had to deal with an employee who was not following your instructions on an assigned project. How did you go about it?

How do you ensure that the person you assign a task has understood all the instructions?

[employee comments]
PLANNING AND SCHEDULING:

Is there any area that takes additional time to plan and how do you intend to work on it?

What area can you help in the scheduling of time and workload?

[employee comments]
DEPENDABILITY:

Are you willing to do whatever it takes to get the job done no matter the situation?

Are you a loyal person that your coworkers and management can rely on?

[employee comments]
ENTHUSIASM:

Can you describe a time when you were totally lost in your work in a good way and time just flew by?

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]
MONITORING OTHERS:

How do you create a clear explanation of policies for the employees?

What have you done to help employees who are struggling to set goals or who seem unwilling to finish a project?

[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?

Describe a time when you have missed an important commitment because you had not put it on schedule. What did you do?

[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?

Are there any instances where you delayed responding to a customer and did you give any explanations for the delay?

[employee comments]
COMPUTER SKILLS:

What efforts are you making to become more familiar with different computer hardware components?

How often do you backup computer data and which data backup techniques do you use?

[employee comments]
PRODUCT KNOWLEDGE:

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

What are you doing to improve your ability to explain to a client how a new product works?

[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: