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: |
Instructions |
|
Performance Goals for Next Period | |
Performance Goals | Employee Comments |
|---|---|
| TEAMWORK SKILLS: 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] |
| KNOWLEDGE OF COMPANY PROCESSES: 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] |
| PLANNING AND SCHEDULING: 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] |
| ENTHUSIASM: 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] |
| SELF CONFIDENCE: 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] |
| CONCEPTUAL THINKING: 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] |
| PRACTICAL THINKING: 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] |
| USING COMMON SENSE: 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] |
| LONG RANGE PLANNING: 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] |
| ORGANIZATIONAL SKILLS: 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] |
Summary |
|---|
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: |