Performance Improvement Plan
Complete the Performance Improvement Plan for Alex for a period of 6 weeks (include times and dates to monitor and evaluate)
Name of employee
Job title
Department
Date of Initial Meeting
Name(s) of other attendee(s)
Performance
improvement required
1 To focus on questioning
technique in order to
provide a quality
solutions to our clients.
Alex Kozani
Team Member
Customerr Service Administration
January 30, 2021
Dave Healy- Marketing Manager, Alex Kozani- Customer Service Administration
Strategies to improve performance
 Coaching by Dave Healy, Alex will
be trained to do an innovative sales
and marketing strategies in order to
understand the customer needs and
provide them an excellent customer
service.
 Mentoring by Nick Palmer, there
will be a one on one huddle with
Alex every day at least 1 hour after
shift to provide feedback. They will
both listen one call from Alex and
provide feedbacks on what to
improve.
 Training by Nick Palmer, after
listening to one random call from
Alex, the trainer should provide
some quick techniques and
explained the process of the call
and its percentage in order to get a
100% customer satisfaction.
Performance Formal feedback review and Informal feedback
indicators required to evaluate dates timeframes
demonstrate
improvement
Expected to raise his -Can be done through  Daily huddle with Alex
performance to 90% meeting as part of the training
for the next 3 months. -Can be done in one on one that should be done
huddle at least 1 hour after after shift
And expected to the shift  Weekly huddle for the
maintain that -Quality Analyst performance span of 3 months, it
performance during of the call and its processes where Alex will be
training and even informed of the
after training as part percentage received of
of company’s policy his calls weekly and to
for sales individuals. see it check on the
feedback on what are
Must have a not the things to improved
below 95% customer  Once a month for the
feedback on his calls span of 3 months, this
up until the last day of is where the feedback
training. or customer feedback
be recorded as
impacting on Alex
performance and also
impacting to team’s
 performance as it goes
by team percentage,
and thus must be
maintained

2 To be able to provide a  Coaching by Dave Healy, Alex will Expected to raise his -Can be done through  Daily huddle with Alex
correct solutions that be trained to correct follow the performance to 90% meeting as part of the training
are necessarily meeting company’s correct questioning for the next 3 months. -Can be done in one on one that should be done
the customer’s needs. process in order to provide a best huddle at least 1 hour after after shift
resolutions on customers issue. And And expected to the shift  Weekly huddle for the
And to have a strong
part of it is also to master the maintain that -Quality Analyst performance span of 3 months, it
customer service ethics
delivery of the words and proper performance during of the call and its processes where Alex will be
and experience, questioning. training and even -To be able to explain to the informed of the
aptitude for sales and  Mentoring by Nick Palmer, part of after training as part customers any query about percentage received of
closing sales and to Alex’s huddle is the list providing of company’s policy the company’s products his calls weekly and to
have an effective the techniques on questioning for sales individuals. -To ensure a quality see it check on the
communication skills clients to uncover its main issue and resolutions to clients so feedback on what are
towards clients. to address it well. Must have a not clients will not call to the the things to improved
 Training by Nick Palmer, feed below 95% customer company again for  Once a month for the
backing right away in cases of any feedback on his calls unresolved issues. span of 3 months, this
error from Alex call or calling Alex’s up until the last day of is where the feedback
attention and provide a correct way training. or customer feedback
of doing it. And it should be done in be recorded as
a friendly way so that Alex will not impacting on Alex
get intimidated. performance and also
impacting to team’s
performance as it goes
by team percentage,
and thus must be
maintained
Strategies to reinforce excellence in performance of team member (include rewards and recognition):

Upon a successful 6 month training, a trainee is/are expected to be knowledgeable enough in understanding the products
offered by the company and is/are confident enough to present the products to the clients and might as well to provide an
excellent customer service needs to our dear clients.
Without further ado, if a successful trainee/trainees we’re able to performed well in the set day of product knowledge and
meetings will be provided a gift of recognition by the company.

Rewards and Recognition

1. A certificate showing that an employee was successfully advancing his/her training in the company for the span of 6
months.
2. An increase of salary after noticed on the increased of KPI’s or performance depending on the Manager’s discretion, to
see to it that the training was applied.
3. If proven that the trainee was excellent during trainings and got more than 90% of the expected raise of their
performance, thus, will be given the opportunity to handle a team as a team leader.
4. A monetary awards for those who got 95% of the performance.
5. And, a gift certificate and more incentives for them to be motivated at work.