PERFORMANCE ASSESSMENTS

Performance Assessments



Performance Assessments

Holistic Assessment Plan details:

Who: Bright Assessing

Where: Office

When: insert date (e.g. 26th December, 2012)

How:

First of all the assignment is divided in two segments, performance evidence and knowledge evidence. The performance evidence begins with a personnel statement followed by an observation manual disusing the observations made during call and observation of standard work activities. Then a questionnaire is created to evaluate personnel performance. Finally a sample work product is created.

In the knowledge evidence section to questionnaires are solved followed by a case study is evaluated and answered.

Performance Evidence

Method 1 Personal Statement:

Whenever, I communicate with a customer either he is on phone, sms, e - mail, letter or a physically present customer in office I ensure one thing that the customer feels comfortable while communicating with me. In order to make him comfortable my communicating method is very polite and I try to answer his or her queries in detail so that they can understand what I am saying. I try to keep a friendly face expression and body language and provide as much time to the customer as he demands.

In order to build a strong rapport with the customer it is important to make him feel comfortable as only then the number of clients for an agent increases. My good will rapport is built because I do recognize what customers are feeling in the first case and further improve their comfort level during conversation with me.

It is important to ensure that the customer never realizes what your internal problems are and that's why I never let my body language leak my problems and ensure that they feel I am always present to help them all the time with my hundred percent efficiency.

One of the unique attributes which I possess is that I treat every customer individually and do not treat them under theoretical teachings of customer relationship but converse with each customer according to his case history and psychological history.

One of the draw backs associated with this job is that many a times a customer is fake or uses harsh language but as a customer relations officer I do ensure that none of my customers feels disgusted because of my attitude. I try to maintain a very friendly and polite tone all the time.

Whenever I deal with a customer I make a checklist of his queries and when our conversation is ending I tally to him or her that all his or her queries have been answered properly.

After my conversation has ended with a customer I make a short summary of the conversation in which I write the queries he asked, how I responded and his feedback in the end, this helps me to maintain a case history of every customer.

There are cases when a customer asks something totally vague or irrelevant, similarly there are cases when a customer requests for information which is secret at the company's end. In these circumstances I never get rash with the customer but while maintaining ...