Sample Corp - Performance Appraisal

Performance Year: Goal Setting Mid-Year Review Year-End Review

Self-Assessment Managers Assessment
Name: Customer Care agent name itle: Re!resentative" Customer Service
#ate: #e!artment: Customer Care
Performance Ratings: EE $ E%ceeds argets & E%!ectations" ME $ Meets argets & E%!ectations" 'E $ 'elow argets & E%!ectations
I. Performance Goals & Objectives % ETE MTE TE Act!al Performance
Core "ob Objectives
Customer Care Order process time:
95% to 100% of all orders opened are completed within Order
guidelines = rating of ETE
90% to 95% of all orders opened are completed within Order
guidelines = rating of TE
!elow 90% of all orders opened are completed within Order
guidelines = rating of !TE
()*
Customer Care " #esponse time to Order e"mail:
$%erage under 1 hour = rating of ETE
$%erage &etween 1 to ' hours = rating of TE
$%erage o%er ' hours = rating of !TE
()*
Customer Care " Time in Order (ueue:
$%erage answer time under )0 seconds = rating of ETE
$%erage answer time &etween )0 seconds to *0 seconds = rating
of TE
$%erage answer time o%er *0 seconds = rating of !TE
()*
Order input (ualit+ including proper documentation and use of
report and closing codes in compan+ data&ase,
()*
otal +)*
Special "ob Objectives
S!ecial ,o- .-/ectives 01"
-elp &ac. up the Tech /upport (ueue when needed including
opening cases
otal 2*
S!ecial ,o- .-/ectives 0(
Compan+ Operator answering and transferring of calls
95% to 100% of all calls answered &efore going to 0oice ail =
rating of ETE
90% to 95% of all calls answered &efore going to 0oice ail =
rating of TE
1nder 90% of all calls answered &efore going to 0oice ail =
rating of !TE
otal 2*
In#ivi#!al $evelopment % &ea#ers'ip Objectives
2ntra 3 2nter"4epartmental interaction and approacha&ilit+ 2*
ulti"tas.ing a&ilities5 wor.s well under pressure and .nowing
how and when to prioriti6e
2*
otal 1)*
Overall Performance Goals & Objectives (atin) *++%
Performance Ratings: EE $ E%ceeds argets & E%!ectations" ME $ Meets argets & E%!ectations" 'E $ 'elow argets & E%!ectations
II. Sample Corp ,al!es ETE MTE TE Act!al Performance
Open Comm!nications
/haring ideas on how to impro%e wor.flow5 process impro%ements for &oth
internal staff and #esellers5 reducing call answer time and e"mail response time5
data&ase modifications5 etc
$dapt st+le and message of communication to each customer
Communicates information clearl3" logicall3 and concisel3 4 and in a wa3 t5at 5as
t5e greatest im!act on internal and e%ternal sta6e5olders
.!enl3 s5ares concerns" ideas and ac6nowledgements 4 in t5e s!irit of im!roving
t5e situation7
Rating
Personali-e# Sol!tions
7ro%ide prompt customer ser%ice &+ answering calls and e"mails right awa+
/ta+ up&eat and friendl+ towards the customer
Communicate clearl+ and precisel+
!e accurate and organi6ed
Rating
Carin) C!lt!re
$lwa+s as. the customer if there is an+thing else +ou can do
!e helpful and patient with customers and team mem&ers
Treat others as +ou would li.e to &e treated
8eep +our word, !uild trust and customer lo+alt+ &+ doing what +ou sa+ +ou9re
going to do,
Rating
.nmatc'e# Service an# S!pport
Continuous focus on pro%iding a :Customer ;irst< attitude
-igh customer satisfaction results from customer sur%e+s and #eseller Council
meetings due to showing a sense of urgenc+5 ta.ing responsi&ilit+5 honoring
commitments5 and holding +ourself accounta&le,
Strives to e%ceed e%!ectations
8nteracts wit5 customers in a manner t5at maintains ongoing and !ositive customer
relations
Rating
Overall Sample Corp ,al!es (atin)
Performance Ratings: EE $ E%ceeds argets & E%!ectations" ME $ Meets argets & E%!ectations" 'E $ 'elow argets & E%!ectations
ETE MTE TE
Overall Performance Goals & Objectives (atin)
Overall Sample Corp ,al!es (atin)
Mana)er/s S!mmar0
Emplo0ee Comments
Em!lo3ee Signature: #ate:
Managers Signature: #ate:
.ne-.ver Managers Signature #ate: