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

A Customer Service Specialist is assigned the primary role of ensuring that all customer care services are offered in the right manner and at the highest quality and with great professionalism. He or she will work closely with the customer care operation manager in managing the affairs o the call center.

He or she will also get to perform the following tasks; reply to all telephone, emails and social media messages in a timely and appropriate manner, escalate any unresolved tissues to the higher management personnel, ensure proper recording of all client data and information, conduct follow-ups on all client issues to ensure the cases are closed and attending to all customer service related meetings and training.

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


Learn to receive and give constructive feedback and to allow to be corrected.

To have a winning mentality, to appreciate others when they win, and to accept when we lose.

[employee comments goal]

Actively share knowledge about the company's processes among colleagues and offer advice to new employees or those who are less experienced

Use knowledge of corporate politics to handle difficult situations effectively and with discretion

[employee comments goal]

Analyze each plan to detect any area or kind of risk beforehand

Get down to serious work without taking any project lightly

[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]

Learn to hold back and count one to three before responding to negative feedback

Make an action plan to overcome one's weaknesses, like taking a public speaking course, in order to feel empowered and overcome fear

[employee comments goal]

Increase one's own range of models and frameworks by reading, attending courses and asking colleagues what they use

Periodically test how the current state of operations in one's department compares with own core purpose

[employee comments goal]

Think about the details or different parts of a problem in order to understand and explain it properly

Take something that others see quite often or take for granted and analyze it to see if it could be a solution to the problem at hand

[employee comments goal]

Lead by example; show others how to be open, thoughtful, and nonjudgmental in all situations

Define goals and set a clear plan that will help one to accomplish them successfully

[employee comments goal]

Define the company's vision and make it available to employees as well as the customers

Outline steps that one will take to accomplish the long-range plan and stick to 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

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]


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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