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

A Customer Service Representative is tasked with the primary role of serving customers by providing relevant product and service information and offering viable solutions to the entire client's product and service problems. Also, he or she has the duty to escalate any unresolved issue to the appropriate personnel and to follow up to ensure it is resolved.

Duties he or she will handle from time to time include; recording and maintaining customer records, updating customer details when required, conduct follow-ups on product and service issues, conduct customer satisfaction surveys, handle customer complaints, handle and manage incoming calls, generate leads when it comes to sales and identifying and assess customer needs with the aim of achieving customer satisfaction.

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.

Is not able to let go; fears that no one else has the ability or the skills necessary to execute the work effectively

Accepts partially finished work, which puts one is a position of redoing the work

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.

Communicates effectively and promptly about the plans adjustment or change

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

2

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.

Finds it difficult to trust other employees, thus, is not able to influence positive change in the workplace

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

1

CONCEPTUAL THINKING: Conceptual Thinking is the ability to recognize a situation or problem by identifying patterns or connections while addressing the underlying issues.

Comes up with new ideas and suggestions to solve problems, but does not take time to think the negative impact these ideas might have to the company

Is unable to identify the relationship between the information and the context thus works only from own assumptions about the information

1

FOLLOWING DIRECTIONS: Following Directions is the skill of carefully considering the given instructions and following them closely without fail.

Prepares a project board to display pertinent information, a timeline and the names of people involved in a project and their tasks

Maintains eye contact when receiving instructions in order to show the instructor one is interested

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.

Takes responsibility for own mistakes and shows the willingness to do better; refrains from blaming others

Gets constant feedback from other employees in order to know own strengths and areas that need improvement

2

GOAL AND OBJECTIVE SETTING: Goal and Objective Setting is the strategic plan that is set and laid down identifying how goals should be accomplished, by who and by what time.

Criticizes team members who fail to achieve their goals instead of working closely with them and trying to find out where the problem is

Does not break down a complex goal into smaller, manageable goals thus feels overwhelmed with the idea of handling it

1

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.

Goes back and forth between different tasks thus slows down own brains and clouds own judgment

Performs complex tasks later in the day when own mind feels bogged down thus ends up not completing them or submitting poor work

1

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

Delegates tasks to team members without considering their skills, strengths, or weaknesses

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.

Demonstrates a below average typing speed when using word processors accompanied with a lot of inaccuracy

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

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 make a decision to delegate work? How do you choose the appropriate employee to handle a certain task?

[employee comments]
PLANNING AND SCHEDULING:

Are there any new goals or responsibilities that you have assumed since your last evaluation?

How have you been of help to others in accomplishing goals within the set time?

[employee comments]
ENTHUSIASM:

What are some of the career-related actions you took and you were pleased you took them? What pleases you about your actions?

Can you think of a time when you sought a colleague's idea or opinion when working on a new project?

[employee comments]
CONCEPTUAL THINKING:

Describe a time when you identified customer's needs on a particular project. What resources did you call on to help?

Can you describe a time when you anticipated the future and made changes to current responsibilities and operations in order to meet future needs?

[employee comments]
FOLLOWING DIRECTIONS:

How do you make sure that you remember all the instructions you have received to perform a certain task?

Describe a time when you missed some steps in a project due to not paying attention to details. How did you fix it?

[employee comments]
USING COMMON SENSE:

How do you help other employees use common sense at work? When is the last time this happened?

When is the last time you apologized to a colleague? What had you done and why did you feel the need to do this?

[employee comments]
GOAL AND OBJECTIVE SETTING:

How have you kept yourself motivated to accomplish your goals? How have you helped others achieve their goals?

What do you look for in team members when setting goals for the team? How do you keep track of your team goals?

[employee comments]
ORGANIZATIONAL SKILLS:

What are some of the tools that you have used to organize your tasks at work? Would you recommend these tools to other employees?

Describe a team project that was successful due to good organizational skills. What was your role?

[employee comments]
QUALITY OF WORK:

What do you think your company should do to fix some of the most common quality-related issues?

What courses, if any, have you taken to improve the quality of service you give to your customers? How has this benefited your company?

[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]

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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