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

A Customer Care Professional links an organization to its customers by handling customer's inquiries and providing support. He/she provides answers to the client's questions and resolves their problems either in person, via the phone or email while giving them excellent customer service.

Other duties include giving customers information about the products and/or services, maintaining high levels of customer service, handling issues efficiently and swiftly for the smooth running of the business, answering incoming calls and making outbound calls, identify the needs of the caller and route calls to the relevant parties, document call information, effectively gather information from clients and provide reassurance and effectively deal with challenging clients to understand their issues and provide appropriate solutions.

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 appreciate what other group members have put in.

Learn to talk in a very clear and concise way that other people can understand.

[employee comments goal]

Accept constructive feedback and also be willing to give others feedback?

Improve on my listening skills and to pay attention to what the audience wants.

[employee comments goal]

Acknowledge the value of going through the strategic planning process and support implementation of the already completed strategic plan

Make sure that the strategic planning team has an extensive understanding of the strategic planning process, definitions, and terms

[employee comments goal]

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

Write down all your goals prior to the commencement of any project

[employee comments goal]

Turn barriers into possibilities and look at negative behaviors and attitudes as opportunities for change

Dedicate time to make things happen, be the leader and other employees' source of inspiration

[employee comments goal]

Set realistic goals and put some effort towards accomplishing them

Go to talks given by experts in one's field, attend industry meet-ups and take an online class in order to brush up or boost one's skills

[employee comments goal]

Limit distractions by working in an area that is free from noise and always put one's phone on silent when paying attention to details of a project

Come up with a schedule that includes work, play and rest in order to avoid feeling fatigued, hyperactive or restless while working on tasks

[employee comments goal]

Make a list of everything that requires being done in a day in order to identify what needs to be done first and fast

Try and understand things that work best for oneself in order to feel happy and motivated to accomplish them

[employee comments goal]

Initiate a new hires' program to train new employees on the values of the company and what exactly is expected of them

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

[employee comments goal]

Learn how to use computer aided design technologies to create technical illustrations

Encourage others to study basic computer courses to enhance their computer skills

[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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