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

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

Delegate the entire task to one employee in order to increase his/her motivation and avoid ambiguity in accountability

[employee comments goal]

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]

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]

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]

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]

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]

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]

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]

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]

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]


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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