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

A Customer Service Specialist is assigned the primary role of ensuring that all customer care services are offered in the right manner and at the highest quality and with great professionalism. He or she will work closely with the customer care operation manager in managing the affairs o the call center.

He or she will also get to perform the following tasks; reply to all telephone, emails and social media messages in a timely and appropriate manner, escalate any unresolved tissues to the higher management personnel, ensure proper recording of all client data and information, conduct follow-ups on all client issues to ensure the cases are closed and attending to all customer service related meetings and training.

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

TEAMWORK SKILLS: Teamwork is the process of collaboratively working with a group of people with an aim to achieve a set goal within a business ensuring that the staff and management cooperate using their skills and provide constructive feedback.

Always criticizes the other team members and does not appreciate their efforts.

Does not know how to express ideas and feelings when with other members.

1

KNOWLEDGE OF COMPANY PROCESSES: Knowledge of Company Processes is the in-depth understanding of a collection of related, structured activities that serve a particular goal for a group of customers or clients who are valuable to the enterprise.

Proposes different ways to do things and understands the value of other ideas and ways of doing things

Understands the general environment in which the company operates and respects its Code of Conduct, values, and networks

2

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.

Suffers from a lack of planning in every aspect of the work

Assumes a wait and see approach on every project without taking any action

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.

Does not know how to handle disagreements and dialogues with other employees

Is not proactive and does not see the need to initiate things

1

SELF CONFIDENCE: Self Confidence is the ability to know who you are and what you are capable of doing which shows in your behavior, your body language, how you speak, etc.

Talks to oneself kindly, and encouragingly instead of beating oneself up for making mistakes

Always has a positive attitude and tries as much as possible to cut the negative self-talk

2

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

Establishes long-term goals and projects and suggests new ways to meet them

Integrates complex and diverse data to create concepts that are entirely new but helpful to the company

2

PRACTICAL THINKING: Practical Thinking is the skill to think creatively about projects or work that requires your full attention to be completed and to bring great results.

Analyzes small things until they become bigger and scarier leading to a negative view of those things

Insists that everyone else is wrong and therefore does not consider other people's ideas or way of thinking

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.

Is not able to stand for own values in the face of criticism; often does what other people want but not what one thinks is right

Bases own opinions on what others think instead of doing own research and looking at both sides of the story

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.

Gives up when one encounters barriers that seem to impede own progress on long-range planning instead of modifying the plan accordingly and moving forward

Does not take the time to track own progress on the plan or make modifications

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

Keeps clients' and employees' information scattered all over the place thus makes it hard for one to locate it when needed

1

Self Evaluation

Self Evaluation Question

Employee Comments

TEAMWORK SKILLS:

Do you always take credit for what others have done or you appreciate their efforts?

Do you show leadership skills while you are in a team and how will you rate your leadership skills?

[employee comments]
KNOWLEDGE OF COMPANY PROCESSES:

Can you give an example of one or two times when you have presented new information to key decision-makers to help them understand a situation?

How would you respond to a new employee who shows an unwillingness to learn the company process? What would you do to help them?

[employee comments]
PLANNING AND SCHEDULING:

Do your planning skills need improvement or are they ready to go?

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

[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 you did not think a situation could not get any worse and then it did?

[employee comments]
SELF CONFIDENCE:

Can you describe a time you thought you were going to fail in a task? What did you do to succeed?

Have you had times when others questioned your ability to handle a certain task? How have you handled such situations?

[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?

Is there a time when you had to analyze information and make a recommendation? How did you go about that?

[employee comments]
PRACTICAL THINKING:

How have you helped other employees improve their ability to think practically? How has this benefited the company?

Describe a project that was successful because of your ability to think practically. What was your role?

[employee comments]
USING COMMON SENSE:

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

How do you avoid making the most common mistakes at work like being late or missing deadlines?

[employee comments]
LONG RANGE PLANNING:

Who do you involve when deciding on a long-range plan for your company and why?

In your opinion, do you think most start-ups fail due to lack of long-range planning or due to poor management? Explain your answer

[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?

In your opinion, which is the best time to work on complex tasks? Which time works best for you?

[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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