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1. Training and Development Needs: Section for identifying skill gaps and recommended training programs, useful for organizations with formal development programs

2. Peer Review Feedback: Input from team members and colleagues, relevant for collaborative environments

3. Customer Feedback Summary: Direct customer testimonials or feedback, useful when such data is regularly collected

4. Career Development Plan: Future career progression planning, relevant for organizations with clear career advancement paths

5. Performance Improvement Plan: Detailed action plan for addressing performance gaps, to be included when significant improvement areas are identified

6. Previous Review Summary: Overview of last performance review and progress made, useful for tracking long-term development

1. Schedule A: Detailed Scoring Criteria: Comprehensive breakdown of how each performance metric is scored and weighted

2. Schedule B: Customer Service Competency Framework: Detailed descriptions of expected behaviors and skills at different proficiency levels

3. Schedule C: KPI Definitions: Detailed definitions and calculations for each Key Performance Indicator

4. Schedule D: Performance Rating Guidelines: Detailed guidelines for managers on how to conduct fair and objective evaluations

5. Appendix 1: Customer Service Standards: Organization's customer service protocols and standards

6. Appendix 2: Goal Setting Template: Template for setting SMART goals for the next review period