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

A Customer Care Professional links an organization to its customers by handling customer's inquiries and providing support. He/she provides answers to the client's questions and resolves their problems either in person, via the phone or email while giving them excellent customer service.

Other duties include giving customers information about the products and/or services, maintaining high levels of customer service, handling issues efficiently and swiftly for the smooth running of the business, answering incoming calls and making outbound calls, identify the needs of the caller and route calls to the relevant parties, document call information, effectively gather information from clients and provide reassurance and effectively deal with challenging clients to understand their issues and provide appropriate solutions.

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.

Does not listen to what other team members have to say and always interrupts when they are talking.

Not ready to receive and give constructive feedback to other team members and not willing to be corrected when on the wrong,

1

PUBLIC SPEAKING: Public Speaking though closely related to presenting differs in that it is the process of performing a speech before a live audience with the purpose of informing, persuading or entertaining.

Pays good attention to the body language and tries to keep things together in a good way.

Always plans appropriately before delivering ant type of talk or speech.

2

STRATEGIC PLANNING: Strategic Planning is organizational management activity that is used to set priorities, focus energy and resources, strengthen operations while guaranteeing that employees and other stakeholders are working towards common goals.

Fails to think before one plans and doesn't take the time or invest in tools to generate new insights

Defines goals that cannot be managed or measured throughout the layers of the company

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.

Spend hours looking for items that should take seconds to find

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.

Shows creativity when collaborating with other employees on their goals

Derives strength and inspiration from role models and tries to emulate them in order to achieve personal goals

2

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.

Volunteers for a task or project that feels like a stretch but matches one's own interests

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

2

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

Has difficulty managing and organizing different tasks, thus, produces unreliable output frequently

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

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.

Keeps an unorganized desk and clutter thus feels overwhelmed and makes it hard for one to concentrate

Regards taking breaks between tasks as a waste of time rather than as an opportunity to refresh own mind and get ready for the next task

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.

Lets new employees try to do tasks with zero guidance instead of training them the skills they need to do their job

Does not recognize employees who constantly produce exceptional work thus makes them feel unappreciated or produce substandard work

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.

Does not understand the importance of backing up data on a regular basis

Does not show willingness to learn how to use computer aided design technologies to create technical illustrations

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?

Give an instance you helped your team members to finish their tasks before the deadline?

[employee comments]
PUBLIC SPEAKING:

How well do you engage your audience while giving a talk?

How well do you manage your nervousness and tension before you give a talk?

[employee comments]
STRATEGIC PLANNING:

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

What tips would you offer anyone who is taking a role that involves strategic planning and accountability for decisions?

[employee comments]
PLANNING AND SCHEDULING:

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

Do you have a workable daily schedule that you consistently follow?

[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 give examples of some of the improvements you have made at work without being asked?

[employee comments]
SELF CONFIDENCE:

Is there a time you interjected a different side of an issue or a different point of view? How did you go about it?

What is one thing you do that makes you like yourself and your work?

[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 had difficult experiences working with details at work? How did you go about that?

[employee comments]
ORGANIZATIONAL SKILLS:

How have your organizational skills helped you manage your tasks and achieve your goals?

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

[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]
COMPUTER SKILLS:

How often do you seek for assistance when faced with a challenge when using a computer service?

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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