How does the customer service department of a small company make a performance appraisal plan?

Reprint the following information for your reference.

Workflow of employee performance appraisal in customer service department

1.0

purpose

Standardize the performance appraisal of customer service department employees' investment promotion, and ensure a fair, just and open appraisal of employees' morality, diligence, ability and performance.

2.0

application area

Applicable to the performance appraisal of customer service staff.

3.0

accountability

3. 1

The general manager is responsible for the implementation of these regulations.

3.2

The account manager/supervisor is responsible for the specific implementation of this procedure.

4.0

Working rules

4. 1

The manager is responsible for the monthly performance appraisal of the customer service staff, and the manager is responsible for the year-end performance appraisal of the staff.

4.2

The standards for employee performance appraisal shall be reasonably formulated by the account manager according to the actual situation (see the attached page for details).

4.3

Employee performance evaluation type

4.3. 1 Employee performance appraisal can be divided into monthly appraisal and year-end appraisal according to the appraisal time.

4.3.2 Employee performance appraisal can be divided into theoretical knowledge appraisal and operation skill appraisal according to the appraisal content.

4.3.3 Employee performance appraisal can be divided into operation level employee appraisal and management level employee appraisal according to the appraisal object.

4.4

Job evaluation criteria of customer service staff

4.4. 1

We must strictly abide by the laws and regulations and the company system and earnestly perform our duties.

4.4.2

Must be in accordance with the provisions of the "staff service standards", warmly receive customers, and establish a good service image.

4.4.3

Work in strict accordance with relevant working procedures, and illegal operation is not allowed.

4.4.4

Actively participate in various trainings organized by companies and departments. Induction training and induction training can only be formally appointed and hired after passing the examination.

4.4.5

The customer service manager must conduct a reasonable and fair assessment of employees in strict accordance with the assessment standards.

4.2

Scoring structure of employee performance evaluation

4.5. 1

The main contents of employee performance appraisal are: morality, diligence, ability and achievement.

"Virtue" includes: ideology and morality, service attitude, discipline style and interpersonal relationship.

"Diligence" includes: work attendance, participation, initiative and coordination.

"Ability" includes: business ability, organizational ability, management ability and innovation ability.

"Achievements" include: work efficiency, training effect, work effect and other achievements.

4.5.2

Weekly inspection and monthly inspection are carried out according to the percentage system. Please refer to the employee performance appraisal standards for various inspection and evaluation requirements.

4.5.3

The composition of the content score of employee performance evaluation: the evaluation of employees is divided into 20 points on "virtue", 20 points on "diligence", 30 points on "ability" and "performance"

The evaluation is divided into 30 points. (Please refer to the attached page for detailed evaluation scores. )

4.6

The weekly, monthly, sampling and year-end evaluation scores of employee performance evaluation by the account manager are as follows:

A

The weighted average of the evaluation results of weekly inspection and monthly inspection accounts for 20% of the total score of employees' year-end evaluation;

B

After weighted average, the monthly assessment results account for 30% of the total score of employees' year-end assessment;

C

Employees' year-end assessment results account for 50%.

4.7

Employee performance appraisal shall be deducted by the account manager according to relevant inspection standards and appraisal standards, and the employee monthly performance appraisal record form and employee monthly/annual performance appraisal statistics form shall be filled in.

4.7

The "Other" column in the inspection standard and evaluation standard is set for the relevant operating procedures of the company and departments.

4.8

During the inspection and assessment, if there are rewards beyond those listed in the Standard Working Procedures for Administrative Rewards and Punishment, after the normal assessment is completed as appropriate, add 1 ~ 10 to the total assessment score of employees. Usually, if the total evaluation score exceeds 100, the year-end can be weighted average. If the weighted average of the year-end evaluation results still exceeds 65438.

4.9

In the process of inspection and evaluation, if the employee's behavior causes adverse consequences and violates the circumstances that must be punished listed in the Standard Working Procedures for Administrative Rewards and Punishment, in addition to deducting the corresponding scores in the corresponding columns of the inspection and evaluation form, the employee should also be given additional punishment according to the Standard Working Procedures for Administrative Rewards and Punishment.

4. 10

The right to interpret this procedure belongs to the quality department of the company.

4. 1 1

Retention period of quality records:

4. 12. 1 employee monthly performance appraisal record form

The storage period is 2 years.

4. 12.2 employee year-end performance appraisal record form

The storage period is 2 years.

4. 12.3 employee monthly/annual performance appraisal statistics

The storage period is 2 years.

4. 12.4《

Annual employee performance appraisal statistics shall be kept for 2 years.

5.0

Quality record

5. 1

Employee's monthly performance appraisal record

5.2

Employee year-end performance appraisal record form

5.3

Statistics of monthly/annual performance appraisal of employees