Use this sample and step by step explanation for setting meaningful and inspiring employee performance goals for a customer care specialist.
A customer care specialist has the primary responsibility of handling inquiries from the company clients from time to time via mail or calls. He/she ensures that the inquiries are handled and escalated at all time. Also, he or she can be assigned the role of updating client details on the database.
Besides that he/she can handle the following tasks: escalate unresolved clients issues to the appropriate personnel; do regular follow up of client issues to ensure they are solved; document the various cases handled on a day to day basis; maintain adequate knowledge of all integral software and systems used and attend all customer care meetings.
Employee Performance Goals Sample | |
|---|---|
| Employee's Name: | Title: |
| Review Period: __/__/__ to __/__/__ | Employee SSN: |
| Work Location: | Supervisor's Name: |
Instructions |
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Performance Goals for Next Period | |
Performance Goals | Employee Comments |
|---|---|
| ORGANIZED WORKPLACE: Strive to manage time well to ensure all required deliverables are met. Be a good role model to other workmates when it comes to being organized in the work area. | [employee comments goal] |
| INTERPERSONAL SKILLS: Always aim to develop and maintain strong and positive relationships with other people. To always asks effective and open-ended questions to get to information that is more detailed on issues not well understood. | [employee comments goal] |
| EMPATHY: Learn to use active listening skills and body language to show understanding of what the other person is saying Learn to treat people as being important and take them as they come and mostly be sensitive when handling their flaws and strengths | [employee comments goal] |
| ATTENTION TO DETAIL: Keep track of appointments, projects, and tasks that need to be accomplished so that one is not surprised when it's time to turn them in Learn to cover every significant detail from A to Z in order to produce error-free work | [employee comments goal] |
| PERSONAL ACCOUNTABILITY: Find opportunities to improve one's skills, and to provide additional services and products to the customers Outline specific goals and assess the team's progress towards achieving those goals | [employee comments goal] |
| USING COMMON SENSE: Separate own values from those of other employees and do what one thinks is right no matter what Define goals and set a clear plan that will help one to accomplish them successfully | [employee comments goal] |
| CUSTOMER SERVICE: Provide timely and constructive solutions or advice to customers and make them feel they are fully understood Tactfully tell a customer no when the expectations or demands are unrealistic | [employee comments goal] |
| MEETING MANAGEMENT: Start and end meetings on time and encourage all participants to show up for all meetings on time Put extra effort in assessing what took place during a meeting and make plans to improve future meetings | [employee comments goal] |
| TRAINING OTHERS: Learn to concentrate in all training sessions and avoid distracters while learning Develop a positive attitude towards complex training sessions and show more willingness to learn new skills | [employee comments goal] |
| PRODUCT KNOWLEDGE: Demonstrate more willingness to know how a product addresses the needs of a client Put extra effort to know the product specifications on a wide range of products and the related terminologies | [employee comments goal] |
Summary |
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Sections 1-2: To be completed by the supervisor Section 3: To be completed by the employee |
1. Goals completed since last performance feedback |
2. Goals for next period |
3. 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: |