HOURLY REVIEW FORM

Employee Name

Hire Date

Employee Number

Review Date

Gonez, Chandria
Job Title Time in Current Position Location Next Review Date

Customer Service Agent

ATTITUDE Willingly assists and cooperates with others. Accepts responsibility for own behavior when performing duties. Accepts constructive criticism by taking action to improve. Expresses positive attitude toward the company, customers, co-workers, etc. Maintains standards for professional appearance in grooming and dress. Demonstrates proper telephone technique and etiquette, if applicable. Other: REVIEWERS COMMENTS: Chandria UNSATISFACTORY

MCOT01
REQUIRES IMPROVEMENT

04/01/2012
MEETS REQUIREMENTS EXCEEDS REQUIREMENTS OUTSTANDING

, you are doing great job as an customer service agent. Chandria, at work you always carry yourself with professionalism and dignity. Furthermore, you enjoy amiable relationship with your coworkers which positively contributes towards maintaining a happier and safer work place. Chandria, most of the customers who interact with you have a prevailing customer service issues; therefore, it is absolutely pivotal and prudent to fully satisfy those customers by providing 'plus one service'. Moreover, smile and positive body language goes a long way in building a rapport with customers, which will result in superior customer service and letting our customers know that we appreciate their business.

CUSTOMER SERVICE, if applicable Demonstrates an understanding of NSQi and ASQi. Takes action to correct customer service problem. Demonstrates and exudes customer service attitude. Other: REVIEWERS COMMENTS: Chandria,

UNSATISFACTORY

REQUIRES IMPROVEMENT

MEETS REQUIREMENTS

EXCEEDS REQUIREMENTS

OUTSTANDING

you are well aware that ASQI score is the only benchmark for our success as a location. Currently, our ASQI score is 76%, which is well below our intended target of 80%. Chandria, as a customer service agent you play a major role affecting our ASQI score. Since you are the last person to interact with our unsatisfied customer; therefore, it is imperative to go above and beyond to fully satisfy our customers. This is only possible through building a rapport through positive body language which includes smile and eye contact.
SALES PERFORMANCE (Rental Agent) # of quarters that National Core Budgeted yield (CBY) was met # of quarters that Alamo Core Budgeted yield (CBY) was met Other: REVIEWERS COMMENTS: Chandria, UNSATISFACTORY REQUIRES IMPROVEMENT MEETS REQUIREMENTS EXCEEDS REQUIREMENTS OUTSTANDING

your average GPS yield for last 12 months was $.62 which meets company's requirement.

INITIATIVE AND APPLICATION Initiates and undertakes daily tasks to achieve location goals and objectives. Seeks additional information to learn all aspects of the job. Anticipates problems and takes action based on facts and accurate information to solve them. Completes assignments even though side issues may divert efforts. Other:

UNSATISFACTORY

REQUIRES IMPROVEMENT

MEETS REQUIREMENTS

EXCEEDS REQUIREMENTS

OUTSTANDING

Chandria, you have sufficient product as well as system knowledge. You are able to perform most tasks pertaining to your position with minimal managerial supervision. Moreover, next step for you will be to take initiative to resolve all customer service issues with minimum intervention from your manager.
REVIEWERS COMMENTS:

DEPENDABILITY Carries out duties with minimum intervention by managers. Follows established policies, rules and procedures in carrying out duties. Follows verbal and written instructions. Meets schedules and deadlines. Keeps manager informed of progress on assignments and information affecting operations. Maintains excellent attendance record. Maintains excellent punctuality record. Other: REVIEWERS COMMENTS: Chandria,

UNSATISFACTORY

REQUIRES IMPROVEMENT

MEETS REQUIREMENTS

EXCEEDS REQUIREMENTS

OUTSTANDING

you are a dependable worker who is fully versed with our companys and policies and procedures. Furthermore, for the last 12 months you were in compliance with company's attendance policy.
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JOB KNOWLEDGE Understands appropriate technical/operational procedures. Makes judgments and decisions based on facts and accurate information. Recommends practical solutions to problems. Demonstrates logical reasoning when considering information to make judgments/decisions. Updates job skills and knowledge. Maintains job knowledge/skills. Other:

UNSATISFACTORY

REQUIRES IMPROVEMENT

MEETS REQUIREMENTS

EXCEEDS REQUIREMENTS

OUTSTANDING

Chandria, you are a dependable and efficient employee who requires minimal supervision. You have capacity and capability to make decisions which have direct impact on enhancing our ASQI score. Furthermore, you have the ability to decipher customers issue to their fullest expectations. Moreover, you are empowered and expected to make decisions to go above and beyond and fully satisfy each and every customer that gets in contact with you; eventually, helping our location to achieve 80% ASQI score.
REVIEWERS COMMENTS: QUANTITY OF WORK Produces an acceptable amount of work. Avoids time wasting activities. Overcomes unusual working conditions to achieve quantity produced. Completes daily tasks to meet deadlines. Organizes work load and develops plan to effectively complete assignments. Other: REVIEWERS COMMENTS: Chandria, UNSATISFACTORY REQUIRES IMPROVEMENT MEETS REQUIREMENTS EXCEEDS REQUIREMENTS OUTSTANDING

you are productive member of our team. Moreover, you are a dedicated employee who mostly refrains herself from time wasting activities. Moreover, cell phone usage should be kept to minimum and under no circumstance it should hinder our day to day operation. Furthermore, you are a composed employee who performs well under difficult and pressures situations.
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QUALITY OF WORK Work and work area are neat and well organized. Produces thorough work which reflects attention to detail. Produces accurate work. Anticipates need for and gathers additional information to ensure work quality. Other: REVIEWERS COMMENTS: Chandria, UNSATISFACTORY REQUIRES IMPROVEMENT MEETS REQUIREMENTS EXCEEDS REQUIREMENTS OUTSTANDING

you are a well structured agent who keeps her work area clean. Furthermore, you are very meticulous employee which is reflected thorough your attention to detail. Moreover, you produce accurate work which reduces customer service issues. Additionally, you are intelligent and creative employee who is able to find solution to complex customer needs.

LEADERSHIP (if applicable) Demonstrates self-control and tact in dealing with co-workers. Earns respect and confidence of subordinates and peers. Sets a good example. Other: REVIEWERS COMMENTS: Chandria,

UNSATISFACTORY

REQUIRES IMPROVEMENT

MEETS REQUIREMENTS

EXCEEDS REQUIREMENTS

OUTSTANDING

you are well liked and team oriented employee who is not afraid to jump in help your fellow co-workers to find solution to difficult customer needs. This quality makes you a natural leader who is frequently approached by peers to resolve issues.

OVERALL PERFORMANCE

UNSATISFACTORY

REQUIRES IMPROVEMENT

MEETS REQUIREMENTS

EXCEEDS REQUIREMENTS

OUTSTANDING

OVERALL PERFORMANCE THIS REVIEW PERIOD

Chandria, you are a industrious member of our team. You always bring excitement and energy to our operation. You are an productive employee with good sales number. However, our main focus as a location is to provide plus one service to our customers. This is only possible by building a positive rapport with customer by smiling and handshakes. Superior customer service is directly correlated to more business which results into more sales opportunity for you.
STATION MANAGERS COMMENTS:

Chandria, SQI score is the most important barometer through which performance of our location is judged. However, our current ASQI score is well below our indented target of 80%. Therefore, you as a member of our Alamo team have a critical role to improve our ASQI score towards 80%. Since you are the last line of defense, it is of the essence that you make an lasting impression which wows each and every customer that gets in contact with you. Here are few recommendations: Build a positive rapport with customers Going above and beyond and deliver plus one service.
STATION MANAGERS SUGGESTIONS FOR IMPROVEMENTS: MANAGERS COMMENTS:

ACCOMPLISHMENTS

EMPLOYEE COMMENTS:

(ATTACH ADDITIONAL SHEET IF NECESSARY)

1. ON THIS REVIEW

The Employees signature signifies only that the review has been discussed with the employee and that the employee has had an opportunity to read it. It does not necessarily indicate agreement with the review.

Employees Printed Name

Managers Printed Name

Employees Signature

Date

Managers Signature

Date

Airport Market Manager

Date

Rev 11/08