Use this sample and step by step explanation for setting meaningful and inspiring employee performance goals for a customer service agent.

A customer service agent is given the primary responsibility of acting as a liaison link between the company's clients and the company itself. He or she will get to assist with various issues such as; complaints, orders, accounts queries, billing, and cancellation. He or she will ensure that the clients are satisfied at all times.

Other duties that he or she will handle are; cancelling or upgrading user accounts, updating customer details, placing or cancelling clients orders, sell company products and services, advise on relevant company information, resolve clients issues either via mail, calls and texts, inform clients of any new changes or promotions and maintaining service report.

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


Constantly check employee's work in order to catch issues and problems as they occur and help the employee to stay motivated

Point the person to the resources he/she may need or people they may need to coordinate with in order to complete the task

[employee comments goal]

Utilize calendars, charts, to-do lists effectively with priorities, and a workable follow-up plan on each project

Plan and assemble all that you will need to finish a project on time

[employee comments goal]

Invest in character that builds the actual spirit of teamwork

Change for the better when a complaint is raised by any colleague, manager or customer

[employee comments goal]

Take action to build trust in order to improve comfort levels and strengthen relationships with other employees

Learn to be patient in order to avoid disappointments and build a long-lasting enthusiasm

[employee comments goal]

Make employees document their work and keep records of their progress in checklists, activity logs or progress reports

Stick to monitoring business-related calls such as those with suppliers or customers and stop recording the call as soon as one realizes it is personal

[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

Share some of the work among other employees in order to make them feel a sense of ownership and keep oneself from being bogged down

[employee comments goal]

Check the team's schedule to see if there are tasks that one could cut to give team members more time to concentrate on higher-priority tasks

Do research on ways that could help improve the quality of own work and implement these ways

[employee comments goal]

Exhibit flexibility and creativity in solving problems presented by customers

Avoid using pressure to close a deal or to influence the decision of a customer

[employee comments goal]

Put extra effort in improving typing speed and accuracy when using word processors

Learn how to use different versions and types of computer operating systems

[employee comments goal]

Learn how different products can be integrated with or connected to other things

Learn more about the elements that allow customers to extend or customize products

[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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