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Customer Service Appraisal Template
Need a Customer Service Appraisal Template for our retail banking division that includes specific KPIs for financial product knowledge and customer satisfaction metrics, compliant with Singapore's banking sector regulations and to be implemented by March 2025.
1. Employee Information: Basic details including name, position, department, and reporting manager
2. Performance Period: Timeframe covered by the appraisal including start and end dates
3. Key Performance Indicators: Measurable metrics for customer service performance evaluation
4. Rating Scale: Defined scale and criteria for performance evaluation with detailed descriptions of each rating level
5. Core Competencies Assessment: Evaluation of essential customer service skills including communication, problem-solving, and customer relationship management
1. Career Development Plan: Section for documenting future growth opportunities, training needs, and career progression goals
2. Previous Goals Review: Assessment section for reviewing and evaluating goals set in previous appraisal periods
3. Special Projects/Achievements: Section for highlighting additional contributions, initiatives, and exceptional performance beyond regular duties
1. Schedule A - Performance Metrics Data: Detailed statistics, KPI achievements, and customer feedback data for the appraisal period
2. Schedule B - Training Record: Comprehensive list of completed training programs, certifications, and skill development activities
3. Schedule C - Customer Feedback Examples: Collection of specific customer testimonials, feedback, and notable case resolutions
4. Schedule D - Development Plan Template: Structured template for documenting career development goals and action plans
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