The Employee Customer Service Performance Review is a crucial document used in Canadian workplaces to facilitate formal evaluation of customer service personnel. It is designed to align with federal and provincial employment standards, including the Canada Labour Code and provincial employment acts. This document is typically used during regular performance review cycles (quarterly, bi-annual, or annual) to assess employee performance against established service standards, KPIs, and competency frameworks. It includes sections for objective performance metrics, subjective assessments, development planning, and goal setting. The review process documented here serves multiple purposes: performance evaluation, career development planning, compliance documentation, and as a basis for employment decisions such as promotions, compensation adjustments, or performance improvement plans. The document structure ensures fair and consistent evaluation while maintaining compliance with Canadian employment, human rights, and privacy legislation.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Genie AI's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
Upload your Doc
1. Employee Information: Basic details including employee name, position, department, supervisor, review period, and date of review
2. Performance Summary: Overall rating and brief executive summary of the employee's performance during the review period
3. Key Performance Indicators (KPIs): Quantitative metrics including customer satisfaction scores, response times, resolution rates, and call handling statistics
4. Core Competencies Assessment: Evaluation of essential customer service skills including communication, problem-solving, product knowledge, and interpersonal skills
5. Goals Achievement: Review of goals set in previous period and assessment of completion status
6. Professional Development: Training completed during review period and identified areas for future development
7. Employee Self-Assessment: Employee's own evaluation of their performance and achievements
8. Manager's Comments: Detailed feedback from supervisor including specific examples and observations
9. Action Plan: Specific objectives and development goals for the next review period
10. Acknowledgment: Signatures of employee, reviewer, and HR representative confirming review completion
1. Attendance Record: Review of attendance, punctuality, and time management when these are specific concerns or company priorities
2. Team Collaboration: Assessment of teamwork and peer relationships for employees in collaborative environments
3. Technical Skills Assessment: Evaluation of system proficiency and technical tools usage where relevant to role
4. Language Skills: Assessment of multiple language capabilities for customer service roles requiring multilingual support
5. Quality Assurance Results: Detailed analysis of call monitoring or interaction reviews where extensive QA program exists
6. Sales Performance: Review of sales metrics and targets for customer service roles with sales components
7. Compliance Assessment: Evaluation of adherence to regulatory requirements for regulated industries
1. Schedule A - Performance Metrics Detail: Detailed breakdown of all quantitative performance metrics with historical trends
2. Schedule B - Competency Framework: Detailed description of each competency and the rating criteria
3. Schedule C - Customer Feedback Examples: Selected customer testimonials, complaints, or feedback relevant to the review period
4. Schedule D - Training Record: Detailed list of completed training modules and certifications
5. Appendix 1 - Performance Improvement Plan: Detailed action plan for areas requiring significant improvement
6. Appendix 2 - Goal Setting Worksheet: Template for documenting specific, measurable goals for next period
Relevant legal definitions
Performance Review Period
Key Performance Indicators (KPIs)
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
First Contact Resolution (FCR)
Average Handle Time (AHT)
Service Level Agreement (SLA)
Quality Assurance Score
Performance Rating Scale
Competency Framework
Development Plan
Performance Improvement Plan (PIP)
Core Competencies
Technical Competencies
Behavioral Competencies
Review Cycle
Response Time
Resolution Rate
Customer Feedback
Escalation
Professional Development Activities
Performance Objectives
SMART Goals
Evaluation Criteria
Performance Standards
Attendance Record
Customer Interaction
Quality Monitoring
Peer Review
Self-Assessment
Key Performance Indicators (KPIs)
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
First Contact Resolution (FCR)
Average Handle Time (AHT)
Service Level Agreement (SLA)
Quality Assurance Score
Performance Rating Scale
Competency Framework
Development Plan
Performance Improvement Plan (PIP)
Core Competencies
Technical Competencies
Behavioral Competencies
Review Cycle
Response Time
Resolution Rate
Customer Feedback
Escalation
Professional Development Activities
Performance Objectives
SMART Goals
Evaluation Criteria
Performance Standards
Attendance Record
Customer Interaction
Quality Monitoring
Peer Review
Self-Assessment
Clauses
Evaluation Period
Performance Metrics
Confidentiality
Data Protection
Customer Service Standards
Quality Assurance
Professional Development
Goal Setting
Disciplinary Process
Appeals Process
Performance Rating
Attendance and Punctuality
Communication Standards
Compliance Requirements
Technical Proficiency
Team Collaboration
Problem Resolution
Customer Feedback Management
Training Requirements
Documentation Standards
Performance Improvement
Review Acknowledgment
Employee Rights
Grievance Procedures
Record Keeping
Performance Metrics
Confidentiality
Data Protection
Customer Service Standards
Quality Assurance
Professional Development
Goal Setting
Disciplinary Process
Appeals Process
Performance Rating
Attendance and Punctuality
Communication Standards
Compliance Requirements
Technical Proficiency
Team Collaboration
Problem Resolution
Customer Feedback Management
Training Requirements
Documentation Standards
Performance Improvement
Review Acknowledgment
Employee Rights
Grievance Procedures
Record Keeping
Relevant Industries
Retail
Telecommunications
Banking and Financial Services
Healthcare Services
Insurance
Travel and Hospitality
E-commerce
Technology Support
Public Services
Utilities
Transportation Services
Professional Services
Relevant Teams
Customer Service
Client Relations
Technical Support
Customer Success
Customer Experience
Quality Assurance
Human Resources
Operations
Client Care
Contact Center Operations
Service Delivery
Performance Management
Relevant Roles
Customer Service Representative
Customer Support Specialist
Client Services Manager
Contact Center Agent
Customer Experience Manager
Service Desk Analyst
Client Relations Coordinator
Customer Success Manager
Account Support Representative
Help Desk Specialist
Client Care Supervisor
Customer Service Team Lead
Service Delivery Manager
Customer Operations Director
Client Services Executive
Find the exact document you need
Nonprofit Employee Performance Review
A Canadian-compliant performance review template for nonprofit organization employees, focusing on both standard performance metrics and mission-driven objectives.
find out more
Maintenance Employee Evaluation
A Canadian-compliant evaluation template for assessing maintenance personnel performance, technical competency, and safety compliance.
find out more
Executive Performance Evaluation
A Canadian-compliant framework for formal evaluation of executive performance, incorporating corporate governance requirements and employment standards.
find out more
Executive Director Evaluation
A Canadian-compliant framework for conducting formal Executive Director performance evaluations, aligned with federal and provincial governance requirements.
find out more
Employer Evaluation
A Canadian-compliant employer evaluation document for structured performance assessment and professional development planning.
find out more
Summary For Annual Performance Review
A Canadian-compliant formal document summarizing an employee's annual performance evaluation, including achievements, competencies assessment, and future objectives.
find out more
Standard Performance Evaluation Form
A Canadian-compliant performance evaluation document for structured employee assessment and development planning, adhering to federal and provincial employment standards.
find out more
Staff Appraisal Form
A Canadian-compliant employee performance evaluation form for structured assessment of work performance and goal achievement.
find out more
Performance Review Summary
A Canadian-compliant document that formally records and communicates employee performance evaluation outcomes, aligned with federal and provincial employment standards.
find out more
Performance Review Evaluation Form
A Canadian-compliant performance evaluation form for structured assessment of employee performance, goal achievement, and development planning.
find out more
Coworker Evaluation Form
A Canadian-compliant employee evaluation form for structured assessment of workplace performance and professional development.
find out more
Company Appraisal
A Canadian-law governed agreement for professional business valuation services, outlining scope, methodology, and deliverables in compliance with federal and provincial regulations.
find out more
Annual Staff Review
A Canadian-compliant Annual Staff Review template for conducting structured employee performance evaluations and goal-setting processes.
find out more
6 Month Employee Evaluation Form
A Canadian-compliant six-month employee evaluation form for conducting and documenting standardized performance reviews.
find out more
30 Day Employee Evaluation
A Canadian-compliant 30-day employee performance evaluation document for assessing new hire performance and determining continued employment suitability.
find out more
Employee Customer Service Performance Review
A Canadian-compliant performance evaluation framework for customer service employees, incorporating comprehensive assessment metrics and professional development planning.
find out more
Semi Annual Review
A Canadian-compliant semi-annual employee performance evaluation document that facilitates structured assessment and professional development planning.
find out more
90 Day Performance Review
A Canadian-compliant 90-day employee performance evaluation document for formal assessment of new employee achievements and development areas.
find out more
Hourly Performance Review
Canadian-compliant performance review template for hourly employees, enabling structured evaluation of work performance and development planning.
find out more
Personal Development Review Form
A Canadian-compliant employee performance evaluation and development planning document that facilitates structured assessment and goal-setting discussions between employees and managers.
find out more
Technician Performance Evaluation Form
A Canadian-compliant performance evaluation form for technical staff assessment, focusing on competencies, safety, and professional development.
find out more
Self Appraisal Document
A Canadian-compliant self-evaluation document for employees to assess their performance and professional development during a review period.
find out more
Modern Performance Review
A Canadian-compliant performance review template for evaluating employee performance, setting objectives, and planning professional development.
find out more
Evaluation Form
A Canadian-compliant employee evaluation form template for conducting and documenting standardized performance assessments.
find out more
6 Month Probation Review
A Canadian-compliant formal evaluation document used to assess employee performance and suitability during their 6-month probationary period.
find out more
60 Day Employee Performance Review
A Canadian-compliant 60-day employee performance review template for comprehensive evaluation and documentation of employee performance and development goals.
find out more
Employee Appraisal
Canadian-compliant employee performance appraisal template for documenting employee evaluation, goals, and development plans.
find out more
Team Evaluation Form
A Canadian-compliant performance evaluation document for structured assessment of employee performance and development planning.
find out more
Performance Appraisal Form For Production Workers
A Canadian-compliant performance evaluation form for production workers, designed to assess workplace performance and skills in manufacturing environments.
find out more
Dentist Appraisal
A Canadian-compliant professional evaluation framework for assessing dentist performance, clinical skills, and practice management capabilities.
find out more
Appraisal Policy
A Canadian-compliant policy document establishing procedures and guidelines for conducting employee performance appraisals within organizations.
find out more
Board Self Evaluation
A Canadian-compliant framework for corporate board self-evaluation, establishing processes and criteria for assessing board effectiveness and governance practices.
find out more
Performance Appraisal
A Canadian-compliant performance appraisal template for documenting employee evaluations, goal-setting, and development plans in accordance with federal and provincial employment standards.
find out more
Employee Evaluation
A Canadian-compliant employee evaluation document for assessing and documenting employee performance, achievements, and development goals.
find out more
Performance Evaluation Form For Managers
A Canadian-compliant performance evaluation template for assessing managerial effectiveness and development needs within organizations.
find out more
Mid Year Review Form
A Canadian-compliant mid-year performance evaluation form for documenting employee progress, achievements, and development needs.
find out more
Admin Performance Review
A Canadian-compliant performance evaluation document for assessing administrative staff performance, goal achievement, and professional development needs.
find out more
Accountant Performance Review
A Canadian-compliant performance review template for evaluating accounting professionals, aligned with CPA standards and provincial regulations.
find out more
Monthly Sales Performance Review
A Canadian-compliant document for conducting and documenting monthly sales performance evaluations, aligned with federal and provincial employment standards.
find out more
9 Box Performance Review
A Canadian-compliant 9 Box Performance Review framework for evaluating employee performance and potential, with comprehensive guidelines and documentation requirements.
find out more
Genie’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; Genie’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)
.png)