1. Peer Review Section: Optional section for incorporating feedback from team members and colleagues

2. Customer Feedback Integration: Section for incorporating direct customer feedback and testimonials

3. Cultural Sensitivity Metrics: Specific to UAE market, evaluating cultural awareness and appropriate service delivery

4. Language Proficiency Assessment: For roles requiring multiple language capabilities

5. Digital Tools Competency: For evaluating proficiency in customer service technology and tools

1. Schedule A: Detailed Performance Metrics Guide: Comprehensive breakdown of each performance metric and calculation method

2. Schedule B: Rating Scale Rubric: Detailed descriptions and examples for each rating level

3. Schedule C: Customer Service Standards: Organization's customer service standards and expectations

4. Appendix 1: Sample Evaluation Form: Template form with all sections to be filled during evaluation

5. Appendix 2: Development Plan Template: Structure for creating performance improvement plans

6. Appendix 3: Customer Feedback Collection Forms: Standard templates for gathering customer feedback