A customer service performance review template guides managers and employees for a better and well-structured evaluation process.
Every company wants to have a happy customer base and it's the customer service team’s main duty to achieve that. Therefore, having a high-performing customer service team is vital to hold, nurture, and grow your customer base. The performance review provides an overview of the individual strengths and weaknesses of each team member in order to assess how they can develop further.
The customer service performance review template will help you evaluate your team's performance to ensure that they are at the standard your company needs in order to increase customer satisfaction. You can use it at the end of every quarter or year to compare results with goals and set targets for the next period.
Feedback on the period: Duties: Workload, tasks, collaboration, quality of work, customer satisfaction, sales, marketing, etc.
Criteria |
Description |
Score |
Customer Feedback |
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. |
|
Response speed |
Attends to customers quickly. Process customers through the system without delay. |
|
Conversion Rate |
After interacting with the customer they are convinced and satisfied enough to take positive action. |
|
Job Knowledge |
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. |
|
Teamwork |
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. |
|
1. Personal strengths
Professional and personal strengths and drivers: Eg. analysis, problem-solving, planning, development, method knowledge, technical expertise
Ex:
2. Skills development
Professional and personal skills: Be precise in describing the skills that the employee needs / wants to develop.
Ex:
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:
2. You and your manager
Feedback to your leader: Eg. the delegation of tasks, responsibilities and competence.
Ex:
Reflections on job opportunities, other tasks, new disciplines, etc. Do you need support from your manager to achieve your development goals?
Ex:
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?
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