Duties and personal behavior:
Feedback on the period: Duties: Workload, tasks, collaboration, quality of work, customer satisfaction, sales, marketing, etc.
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Criteria
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Description
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Score
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Customer Feedback
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The easiest and most obvious way of evaluating the performance of your customer service team is by going through their respective customer's feedback. Fewer complaints should be commended and more complaints should be looked into.
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Response speed
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Attends to customers quickly. Process customers through the system without delay.
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Conversion Rate
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After interacting with the customer they are convinced and satisfied enough to take positive action.
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Job Knowledge
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Attracts potential customers by answering product and service questions, suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.
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Teamwork
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Collaborates with internal and external teams across positions, proactively helps others, puts team targets higher than personal achievements, contributes and takes initiative to social activities.
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Skill Development
1. Personal strengths
Professional and personal strengths and drivers: Eg. analysis, problem-solving, planning, development, method knowledge, technical expertise
Ex:
- Displays remarkable empathy when dealing with customers
- Has excellent control of his words and so he's able to exude positivity when attending to customer's complaints.
2. Skills development
Professional and personal skills: Be precise in describing the skills that the employee needs / wants to develop.
Ex:
- Needs to take responsibility for the customer's care and make sure that he provides a solution by solving the issue presented by the customer without escalation.
- You need to create more patience when dealing with customers
- Before persuading a customer to carry out an action, make sure you’ve clearly explained the situation to them to their satisfaction
- Learn to keep things simple when dealing with a customer, explain things to its simplest form for them to understand with ease.
Cooperative and well-being
1. You and your colleagues
How do you find the working environment at the company? What are your suggestions to make it even better? Do you get professional support from your colleagues when you need it? Do you think that your cooperation with your colleagues is working well? What is your contribution to the cooperation and community?
Ex:
- There's a healthy atmosphere among colleagues in the office and they all get along amicably.
2. You and your manager
Feedback to your leader: Eg. the delegation of tasks, responsibilities and competence.
Ex:
- John believes he can represent the team and ensure that delegated tasks are being fulfilled.
Career Development in the long-term
Reflections on job opportunities, other tasks, new disciplines, etc. Do you need support from your manager to achieve your development goals?
Ex:
- He'd like to advance and become a Quality Assurance Manager at a point in his career.
Work-life balance
How do you feel about your work-life balance? Do your career ambitions correspond with your personal relationships (family life, marriage, having children)? Are there other issues you would like to discuss?
