Customer service support performance appraisal

You can use suggestions below to make performance appraisal for Customer service support. You should that the appraisal depends on appraisal method (ref 11 methods of performance appraisal), appraisal form (ref top 20 performance appraisal forms) and appraisal system.

                                                             

1. Employee Details

• Employee Name
• Review Period
• Position
• Date of joining
• Department
• Review Date
• Line Manager

 

2. Work performance of Customer service support

How to identify work performance of Customer service support?

• Setting up KRA, duties, responsibilities.

• Identify weight point of each KRA/duty/responsibility.

Using the 4-point scale below, please assess your employee performance in the following areas:

• 4 – Performance was always successful, consistent and respectable and at times clearly superior and exceeding standards.
• 3.5 – Performance was at most times clearly superior and exceeding standards.
• 3 – Performance was successful, consistent, and respectable in every regard with few exceptions.
• 2.5 – Performance at times was inconsistent and did not meet standards.
• 2 – Performance at most times was inconsistent and did not always meet standards.
• 1 – Performance was overall unsuccessful and unacceptable with regard to expectations and the requirements of the position.

Then, you can create a table with columns: No, KRAs, weight, performance score, descriptions.

 

3. Job objectives of Customer service support

List the objectives you set out for your staff (Customer service support) to achieve in the past 12 months (or the period covered by this appraisal) with the measures or standards agreed – against each comment on achievement or otherwise, with reasons where appropriate.

Score the performance against each objective (1-3 = poor, 4-6 = satisfactory, 7-9 = good, 10 = excellent):

Then you create a table with columns: No – Objectives – Measure/standard - Score - Comment

 

4. Job competencies

Discuss and agree the skills, capabilities and experience required for competence in current role, and if appropriate, for readiness to progress to the next role or roles.

Using the 4 point scale below, fill up the following table:

• 4 – Exceeds expectations
• 3.5 – Somewhat Exceeds Expectations
• 3 – Meets expectations
• 2.5 – Somewhat meets expectations
• 2 – Less than expectations
• 1.5 – Somewhat less than expectations
• 1 – Inadequately short of expectations 4

 

5. Career development of Customer service support

Discuss and agree (as far as is possible, given budgetary, availability and authorisation considerations) the training and development support to be given to help the appraisee meet the agreed objectives above.

 

6. Overall rating of Customer service support:

• Exceptional
• Strong
• Fully Competent
• Continued Development
• Poor
• New to Position

Other comments:

 

7. Signatures

Name of Manager
Designation
Signature
Date

Appraisal acceptable to Employee: Yes / No Date
Signature

Customer service support’s Signature
Comments, if any
New Title (if applicable)
Date

Distribution: (1) Copy to HR departmental Personnel File (2) Copy to line manager. (3) Copy to Manager / Supervisor.

Please note that, forms of performance appraisal can be peer form, self-appraisal form, sub-ordinate form, 360 degree form, MBO template, review phrases, HR dept comments…