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

Employee's Name: Title:
Review Period: __/__/__ to __/__/__ Employee SSN:
Work Location: Supervisor's Name:


  1. Setting Goals: List specific goals in the space provided below each competency under "Performance Goals". Assign an appropriate timeline for each goal as well as numeric or financial terms to measure the goal.
  2. Employee Comments: The employee must comment next to each goal under "Employee Comments" with "Okay" for goals which he/she feels comfortable working with, and "Needs Clarification" for goals which he/she believes need to be discussed further. An employee who is comfortable with all the goals can sign the goals at this stage.
  3. Summary: Give a summary of the total time estimated for the employee to have achieved the goals. State action plans and specific milestones to track the goals. Any additional comments agreed between the employee and the supervisor should be noted here.
  4. Human Resources Review: Human resources personnel must confirm that the goals are specific, measurable, achievable, relevant, and time-bound. He/she must then sign the goals in the "Human Resource" section provided under "Signatures".
  5. Signatures: When discussion of the goals has been completed and consensus has been reached, sign the goals and let the employee sign too. Send the final copy to the human resources for inclusion in the employee's professional records.

Performance Goals for Next Period

Performance Goals

Employee Comments


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]

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]

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]

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]

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]

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]

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]

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]

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]

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]


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


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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