Use this sample and step by step explanation for setting meaningful and inspiring employee performance goals for a customer service representative.
A Customer Service Representative is tasked with the primary role of serving customers by providing relevant product and service information and offering viable solutions to the entire client's product and service problems. Also, he or she has the duty to escalate any unresolved issue to the appropriate personnel and to follow up to ensure it is resolved.
Duties he or she will handle from time to time include; recording and maintaining customer records, updating customer details when required, conduct follow-ups on product and service issues, conduct customer satisfaction surveys, handle customer complaints, handle and manage incoming calls, generate leads when it comes to sales and identifying and assess customer needs with the aim of achieving customer satisfaction.
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: Constantly check employee's work in order to catch issues and problems as they occur and help the employee to stay motivated Delegate the entire task to one employee in order to increase his/her motivation and avoid ambiguity in accountability | [employee comments goal] |
PLANNING AND SCHEDULING: Make several possible approaches that assist in planning and scheduling Plan and assemble all that you will need to finish a project on time | [employee comments goal] |
ENTHUSIASM: Turn barriers into possibilities and look at negative behaviors and attitudes as opportunities for change Make every effort to be the easiest person to work with in the office or department | [employee comments goal] |
CONCEPTUAL THINKING: Check the impact of any proposed solution and idea to both the employees and customers Always cluster information into related areas and review for trends during data gathering exercises | [employee comments goal] |
FOLLOWING DIRECTIONS: Stop assuming things and ask for clarification on things that one does not understand before handling any task to avoid making unnecessary mistakes Learn the way behind what one is supposed to do in order to put the pieces together and make sense in one's tasks | [employee comments goal] |
USING COMMON SENSE: Take the time to reflect on every new experience and think about what went right and what didn't Define goals and set a clear plan that will help one to accomplish them successfully | [employee comments goal] |
GOAL AND OBJECTIVE SETTING: Reward and recognize oneself and others when a goal has been accomplished in order to feel motivated to keep working hard Describe own objectives and goals in a positive way in order to feel more comfortable and motivated to achieve them | [employee comments goal] |
ORGANIZATIONAL SKILLS: Create a filing system that will help one locate physical files more easily and prevent paperwork from piling up on own workspace Have a notebook or journal to jot down all the important reminders during phone conversations in order to have a record of all the calls in one place | [employee comments goal] |
QUALITY OF WORK: Set clearly defined and achievable goals in order to stay motivated to accomplish them and meet quality standards Do research on ways that could help improve the quality of own work and implement these ways | [employee comments goal] |
COMPUTER SKILLS: Learn how to backup computer data and learn more about the best and most recent data backup techniques Seek for assistance when faced with a problem related to using a computer service | [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: |