什么是客户服务自我评估？[+示例]

在工作中，自我评估是对您的工作绩效的个人评价。虽然您可能会收到主管的反馈，但大多数企业都鼓励员工完成自己的评估，以便他们无需第三方投入就可以反思绩效。

总体目标是，您将能够拥有自己的成就，识别改进领域，并为进一步的专业发展创造道路。所有行业的员工都会写自我评估，包括服务代表。

In this post, we'll explain what a self-evaluation looks like for customer service representatives, outline tips for writing one, and give an example that you can refer to when creating your own.

什么是客户服务自我评估？

客户服务自我评估是一种有意分析有关您如何为客户服务的工作绩效的一种方式。虽然您可能会收到老板的单独评论，但自我评估利用您的感知和洞察力以及数据和客户反馈。

The final result of your evaluation should be a valuable tool for reflection, holding productive conversations with team members and superiors, and a guide for future growth. It's also nice to look back on evaluations to see how much you've grown as you progress through various roles.

在下面，我们将在编写自我评估时仔细考虑以牢记。

Tips For Writing An Effective Customer Service Self-Evaluation

As mentioned above, a self-evaluation is an opportunity to go in-depth in analyzing job performance, both in terms of accomplishments and areas for improvement. An effective evaluation goes beyond just yes or no answers and uses data, examples, and sets actionable goals for the future. Let's go over essential tips for writing a customer service self-evaluation.

1. Use performance data.

A strong self-evaluation uses performance data to support the words you're writing.

Every business collects different data points, but some stats to consider are customer feedback ratings, ticket response time, length of time spent on calls with customers, and general or team benchmarks for comparisons.

2.使用具有支持示例的特定语句。

Vague statements don't help you do a true in-depth reflection on your job performance.

While you can undoubtedly detail strengths and weaknesses, they don't mean much as standalone words. For example, saying “I responded to customer inquiries in a timely manner and provided beneficial solutions” demonstrates job performance and achievements, but it doesn't really say much else.

如果您包括证明您提供有益解决方案的能力的数据，该声明将会更加影响。带有支持示例的特定声明看起来像这样：“我回应了2小时的公司目标目标中的客户查询。bob全站app我提供了有益的解决方案，客户反馈调查表明我的平均满意度为90％。”

3.解释性能。

Just as it's important to be specific and use examples, it's also essential to explain why you're performing the way you are. Aim to describe how you're able to do what you do on a day-to-day basis.

继续上一个示例，您可以说您的满意度达到了90％，因为您花时间听取其他成功员工的支持并确定他们与客户的联系。您已经努力将这些策略纳入您的电话中，并且您的满意度表明它有效。

4. Acknowledge weaknesses and set goals for the future.

Nobody is perfect, and it's important to acknowledge that, especially in self-evaluations. Take ownership of your weaknesses and use your evaluation as an opportunity to begin working on professional development. You can talk about how you hope to improve in certain areas, and set entirely new goals.

Following the specific, measurable, attainable, realistic, timely (SMART）目标结构值得考虑，因为它将帮助您创建实现目标的路线图。

Self-Evaluation Example for Customer Service

一旦您了解了自我评估的组成部分，就该开始写自己的时间了。

以下是客户服务自我评估的示例，您可以在整个过程中参考。重要的是要注意，这是一个基本示例，您可能拥有特定于业务的性能指标，应该包含在自己的情况下。

“过去6个月customer service representative, I have responded to customer inquiries within the company-wide target of 2 hours. I provided beneficial solutions, and my average satisfaction rating is 90%.

我之所以获得这个结果，是因为我花了一些时间学习我们的产品以及我们必须提供的产品，因此我可以快速诊断客户问题并提供可行的解决方案。我要求我的队友和经理提供反馈，并且我始终确保实施他们的建议。

然而,我的满意度低于team goal of 95%, so there is still an opportunity for improvement. Despite my ability to provide solutions, I need to spend more time explaining why solutions will work for customers. I'm more familiar with the product than they are, so I should be making sure that they leave our conversations with this understanding.

I want to improve upon this by experimenting with the product on my own, so I know how it works, and having mock calls with my teammates. I hope to work up to the 95% satisfaction rate by the end of Q4.

尽管我仍在努力提高自己的满意度，但我也想获得新的业务领域的曝光率。我希望花时间在不同部门遮蔽我的同龄人，并了解他们的日常任务，并协助各种项目。

Since I am still unsure about my career goals, I am hoping that this exposure will help me develop new skills and discover new areas of interest.”

This evaluation uses the four critical areas mentioned above to outline how an employee works to provide their customers with satisfactory experiences:

• Specific statements with supporting evidence
• Rationalizing job performance
• 承认弱点
• Creating a plan of action for improvement

您的自我评估是为了您的个人发展

Overall, your self-evaluation is a way for you to reflect on your performance and understand how you can continue to go above and beyond to provide customers with exceptional service experiences.

您可以将最终反思用作未来的路线图，并随着时间的推移回顾一下，看看您走了多远。