Use this step by step explanation to craft a good employee performance feedback review for a customer care professional. Find the right words with quality phrases.
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 Review Sample | |
|---|---|
| Employee's Name: | Title: |
| Review Period: __/__/__ to __/__/__ | Employee SSN: |
| Work Location: | Supervisor's Name: |
Instructions |
|
Rating Meaning | |
| The employee fails to perform the most important aspects of the job satisfactorily. Requires close guidance to carry out routine jobs. He/she needs significant improvement in all areas. Meetings should be held between the employee and the supervisor to discuss performance deficiencies. | 1 |
| Employee routinely meets and exceeds expectations in all areas of responsibility. Produces high-quality work that at times exceeds expectations. Consistently meets the most critical annual goals. Occasionally produces timely and accurate results. | 2 |
| The employee consistently and significantly exceeds the communicated expectations by producing exceptionally high-quality work. He/she demonstrates exceptional knowledge of his/her duties and is highly recognized by others as an authority in his/her area of work. | 3 |
Supervisor's Feedback | ||
Skill | Comments | Rating |
|---|---|---|
| TEAMWORK SKILLS: Teamwork is the process of collaboratively working with a group of people with an aim to achieve a set goal within a business ensuring that the staff and management cooperate using their skills and provide constructive feedback. | Listens carefully to what others are saying without interrupting them. Looks for ways to turn talk into practical solutions and actions that have a positive impact. | 3 |
| PUBLIC SPEAKING: Public Speaking though closely related to presenting differs in that it is the process of performing a speech before a live audience with the purpose of informing, persuading or entertaining. | Always does proper research before delivering a talk before people. Readily accepts feedback and also gives constructive feedback to other speakers. | 3 |
| STRATEGIC PLANNING: Strategic Planning is organizational management activity that is used to set priorities, focus energy and resources, strengthen operations while guaranteeing that employees and other stakeholders are working towards common goals. | Clearly states next steps after every strategic planning session and makes sure everyone understands who is responsible for what Designs plans that allow one to adapt changes in the marketplace and is not afraid to change them as necessary | 3 |
| PLANNING AND SCHEDULING: Planning and Scheduling are the act of establishing a plan for a set of tasks that needs to be completed and including when they should be done. | Creates programs that are easy to implement for every employee without being cumbersome Regularly sets aside ample time to organize and plan the workload without favoritism | 2 |
| ENTHUSIASM: Enthusiasm is an intense enjoyment or a lively interest in a certain thing with a zest and a strong belief that can be felt by those around you. | Identifies something positive in the midst of negativity and changes perception about that situation Performs random acts of kindness to the employees at work and the members of the community | 3 |
| SELF CONFIDENCE: Self Confidence is the ability to know who you are and what you are capable of doing which shows in your behavior, your body language, how you speak, etc. | Lets go of the need to be perfect and frees oneself to take risks and new responsibilities Listens more and speaks less in order to learn and grow | 3 |
| ATTENTION TO DETAIL: Attention to Detail is the capacity to achieve a thoroughness and accuracy when accomplishing a task. | Employs trusted colleagues to look over one's work and offers them the same courtesy Creates a detailed work plan that outlines each key job functions and uses it as a guide when one gets distracted or interrupted | 2 |
| ORGANIZATIONAL SKILLS: Organizational Skills is the ability to make use of time, energy and resources available in the most efficient manner to achieve their goal. | Pays attention to the task at hand in order to prevent own mind from wandering and be more productive Maintains a ranking system that flags or stars important tasks, for instance, in order to prioritize them accordingly | 3 |
| QUALITY OF WORK: The quality of Work is the value of work or products produced by the employees as well as the work environment they are provided with. | Sets up a new employee's initiation program in order to train new workers on quality standards as soon as they start performing their roles Maintains a clear vision statement that communicates the company's core values and standards to both the employees and customers | 3 |
| COMPUTER SKILLS: Computer Skills are the necessary computer working skills that each employee need to have while seeking to get admitted into the professional world. | Excels at using different versions and types of computer operating systems Possesses exceptional knowledge in backing up computer data and uses the latest data backup techniques such as cloud backup | 3 |
Self Evaluation | |
Self Evaluation Question | Employee Comments |
|---|---|
| TEAMWORK SKILLS: Give an instance you contributed actively to a group problem and what was the result? Have you ever done anything that affected the team negatively? How did you manage it? | [employee comments] |
| PUBLIC SPEAKING: How well do you engage your audience while giving a talk? How well do you manage your nervousness and tension before you give a talk? | [employee comments] |
| STRATEGIC PLANNING: How does your current position affect the overall goals of your company? What have you done to improve your ability to set the company's goals? What goals have you set for your career? What is your plan to achieve them? | [employee comments] |
| PLANNING AND SCHEDULING: Is there any area that takes additional time to plan and how do you intend to work on it? Are you well versed with the IT systems for planning and scheduling? | [employee comments] |
| ENTHUSIASM: Can you think of a situation where you were intensely motivated? When were you bored? Describe a time you did more than was required of your job description. How did you feel about that? | [employee comments] |
| SELF CONFIDENCE: Is there a time you interjected a different side of an issue or a different point of view? How did you go about it? What is one thing you do that makes you like yourself and your work? | [employee comments] |
| ATTENTION TO DETAIL: Describe a time when you were confused by a client's request. What process did you use to clarify things? Are there times you have made huge mistakes due to not paying attention to details? What happened? | [employee comments] |
| ORGANIZATIONAL SKILLS: Is there a time when your schedule was suddenly interrupted? What caused the interruption and how did you get your activities back on track? How do you differentiate tasks that bring you closer to your goals from those that don't add value to your goals? How do you treat both tasks? | [employee comments] |
| QUALITY OF WORK: What do you think your company should do to fix some of the most common quality-related issues? How have you made sure that your projects meet the agreed quality standards? What tools or methods have you used? | [employee comments] |
| COMPUTER SKILLS: How often do you seek for assistance when faced with a challenge when using a computer service? Have you ever tried to use computer aided design techniques and failed? What did you do to succeed? | [employee comments] |
Summary |
|---|
Sections 1-4: To be completed by the supervisor Section 5: To be completed by the employee |
1. Exceeds Job Related Expectations |
2. Areas to improve |
3. Goals completed since last performance feedback |
4. Goals for next period |
5. 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: |