Use this sample and step by step explanation for setting meaningful and inspiring employee performance goals for a customer care representative.
A customer care representative has the primary role of providing exemplary customer service to the clients of the organization. He/she interacts with the clients on the company's behalf and gives them a hassle free experience at the organization by providing exemplary service, answering their questions and diffusing frustrating situations.
Other associated duties include building trust with the customers, answering customer's questions on various complex matters related to the organization, assisting clients to solve their problems, providing information about the products and/or services provided by the company, taking orders, responding to the complaints of the customers, recording and updating the information of customers and following up with clients.
Employee Performance Goals Sample | |
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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 |
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DELEGATION: Match the requirements of the task to the ability of the employee and make sure that they are capable of doing the job Analyze course of insufficient performance for improvement and recognize tasks well done | [employee comments goal] |
ENTHUSIASM: Get excited when handling tasks in order to keep enthusiasm high even during rough patches Learn to be patient in order to avoid disappointments and build a long-lasting enthusiasm | [employee comments goal] |
PERSONAL DRIVE: Seek constant feedback from colleagues and one's superiors and actively work out strategies to improve the weak areas Reward oneself for objectives that have been accomplished successfully in order to feel motivated to work even harder | [employee comments goal] |
USING COMMON SENSE: Take the time to examine a new problem in order to come up with the best solution and avoid making mistakes Learn how to anticipate problems and deal with them before they happen in order to avoid panic and frustrations in the future when they do happen | [employee comments goal] |
LONG RANGE PLANNING: Align personal vision with the company vision in order to achieve both personal and professional goals Outline steps that one will take to accomplish the long-range plan and stick to them | [employee comments goal] |
ORGANIZATIONAL SKILLS: Put up an inspirational area that reminds one of own goals and dreams in order to stay constantly motivated and inspired to work Constantly remind oneself of own long-term goals, revisit them when necessary and prioritize to meet them | [employee comments goal] |
QUALITY OF WORK: Measure employees' performance and provide feedback to let them know the areas that they are excelling and those that need to be worked on Do research on ways that could help improve the quality of own work and implement these ways | [employee comments goal] |
CUSTOMER SERVICE: Provide timely and constructive solutions or advice to customers and make them feel they are fully understood Prioritize your workload effectively based on the needs of a customer | [employee comments goal] |
COMPUTER SKILLS: Put extra effort in improving typing speed and accuracy when using word processors Demonstrate more willingness to learn more about computer security issues and copyright laws | [employee comments goal] |
TECHNICAL SKILLS: Always train others in an area of expertise and always share knowledge with colleagues Demonstrate more willingness to learn the basics of coding and programming | [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: |