登录查看更多内容

What are effective feedback strategies for technical support professionals during performance evaluations?

由人工智能和领英社区提供技术支持

As a technical support professional, you know how important it is to provide quality service to your customers and resolve their issues efficiently. But how do you measure your own performance and improve your skills? One way is to receive regular feedback from your manager or supervisor, who can evaluate your work and offer constructive suggestions. However, not all feedback is created equal. Some feedback can be vague, confusing, or demotivating, while other feedback can be specific, clear, and empowering. In this article, we will discuss what are effective feedback strategies for technical support professionals during performance evaluations, and how you can use them to enhance your performance and career.

此文章中的业界达人

由社区从 6 条内容中精选。了解更多

Dogan Akbulut ??

One platform to meet all your startup compliance needs

1 Feedback vs Evaluation

Feedback and evaluation are two related but distinct concepts that are often used interchangeably in performance reviews. Feedback is the process of providing information to someone about their performance, behavior, or outcomes, with the intention of helping them improve or maintain their standards. Evaluation is the process of judging or assessing someone's performance, behavior, or outcomes, based on predefined criteria or expectations. Feedback is usually more informal, ongoing, and dialogical, while evaluation is usually more formal, periodic, and unilateral. Both feedback and evaluation are important for technical support professionals, but feedback is more effective for learning and development, while evaluation is more effective for accountability and recognition.

添加您的观点

Dogan Akbulut ??

One platform to meet all your startup compliance needs
举报内容
Feedback and evaluation, though related, serve distinct roles in performance reviews. Feedback involves informing someone about their performance or behavior to aid improvement or maintain standards. It's typically informal, continuous, and involves dialogue. In contrast, evaluation is about judging or assessing performance against set criteria or expectations, usually in a formal, periodic, and one-sided manner. For technical support professionals, feedback is crucial for learning and development, fostering a culture of continuous improvement and skill enhancement. Evaluation, on the other hand, is key for ensuring accountability and providing recognition, playing a critical role in career progression and performance management.

已翻译

赞
JACOB F.

Data Entry & Administrative Specialist | Document Management & Workflow Optimization | Help Desk Support | Microsoft Office & CRM Expertise
举报内容
Situation: A software developer, Jane, is working on a project and asks her mentor, Alex, to review her code. Explanation: In this situation, Alex provides feedback on Jane's code, suggesting ways to improve it and fix bugs. This feedback is intended to help Jane learn and grow as a developer, and is focused on improving her performance. Later, Alex evaluates Jane's code based on predefined criteria, such as functionality, efficiency, and standards, to assess whether it meets the project requirements. This evaluation is more formal and is used to assess Jane's performance against expectations. By providing both feedback and evaluation, Alex helps Jane develop her skills and ensures the project meets its standards.

已翻译

赞

2 SMART Feedback

The SMART feedback model is a popular and effective feedback strategy for technical support professionals, which stands for Specific, Measurable, Achievable, Relevant, and Timely. SMART feedback should be specific and focus on a concrete aspect of performance, such as a skill or task. It should also be measurable, quantifying or qualifying performance with data or metrics. Additionally, SMART feedback should be achievable with realistic goals based on current resources and environment. It should also be relevant to the role and objectives of the organization. Finally, SMART feedback should be timely and delivered soon after performance is completed.

添加您的观点

Dogan Akbulut ??

One platform to meet all your startup compliance needs
举报内容
The SMART feedback model is highly effective for technical support professionals. It stands for Specific, Measurable, Achievable, Relevant, and Timely. This model ensures feedback is precise, focusing on a particular skill or task, thus avoiding vagueness. It's measurable, using data or metrics to quantify or qualify performance. Achievability is key; feedback should set realistic goals that consider available resources and circumstances. Relevance is crucial, aligning the feedback with the individual's role and the organization's objectives. Lastly, timeliness matters; feedback should be given promptly after the observed performance, maximizing its relevance and impact. This structured approach enhances clarity.

已翻译

赞
JACOB F.

Data Entry & Administrative Specialist | Document Management & Workflow Optimization | Help Desk Support | Microsoft Office & CRM Expertise
举报内容
SMART feedback is a powerful tool for technical support professionals, as it enables targeted development and improvement. By providing specific, measurable, achievable, relevant, and timely feedback, professionals can foster a culture of continuous growth and excellence. What's more, SMART feedback empowers individuals to take ownership of their performance, align their work with organizational objectives, and enhance their skills and expertise. By incorporating SMART feedback into their daily interactions, technical support professionals can elevate their performance, drive meaningful progress, and deliver exceptional results that resonate with their organization's goals.

已翻译

赞

3 Feedback Sandwich

The feedback sandwich is an effective feedback strategy for technical support professionals, which involves delivering feedback in a positive-negative-positive sequence. To begin, you should offer a positive statement to praise or appreciate something that you did well or correctly, and to create rapport and trust. This can be followed by a negative statement to point out something that you did poorly or incorrectly, and to provide suggestions for improvement. You should then end on a positive note by reinforcing or restating something that you did well or correctly. This technique can help you provide constructive feedback while also showing appreciation for the individual's efforts.

添加您的观点

JACOB F.

Data Entry & Administrative Specialist | Document Management & Workflow Optimization | Help Desk Support | Microsoft Office & CRM Expertise
举报内容
Feedback that's as fresh as a sandwich! ?? Introducing the Feedback Sandwich - a game-changer for technical support pros. Praise ??, constructive suggestions ??, and reinforcement ??, all in one neat package. Build trust, fuel growth, and serve up feedback that's both kind and constructive! #FeedbackSandwich #TechSupportMastery

已翻译

赞

4 Feedback Loop

A third effective feedback strategy for technical support professionals is the feedback loop, which is a process of exchanging feedback between you and your manager or supervisor, and using it to adjust your performance and behavior accordingly. This involves asking for feedback, listening to the feedback received, reflecting on it, and acting on it. For instance, you could request feedback from your manager or supervisor about how you handled the last call, listening to their perspective without interrupting or defending yourself, evaluating its validity and usefulness, and implementing changes to improve your performance. Additionally, you should ask for more feedback on your progress in the future.

添加您的观点

JACOB F.

Data Entry & Administrative Specialist | Document Management & Workflow Optimization | Help Desk Support | Microsoft Office & CRM Expertise
举报内容
Feedback loops: a powerful tool for growth. As technical support professionals, let's embrace the feedback loop: ask for feedback, listen without defense, reflect, and act on it. Improve your performance and behavior, and don't forget to request more feedback in the future. Let's continuously learn and excel in our roles. #FeedbackLoop #TechnicalSupport #GrowthMindset"

已翻译

赞

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Technical Support

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

What are effective feedback strategies for technical support professionals during performance evaluations?

1

2

3

4

5

1 Feedback vs Evaluation

2 SMART Feedback

3 Feedback Sandwich

4 Feedback Loop

5 Here’s what else to consider

Technical Support

给文章评分

感谢您的反馈

更多Technical Support相关文章

更多相关阅读内容

What are effective feedback strategies for technical support professionals during performance evaluations?

1

2

3

4

5

1 Feedback vs Evaluation

2 SMART Feedback

3 Feedback Sandwich

4 Feedback Loop

5 Here’s what else to consider

Technical Support

给文章评分

感谢您的反馈

查看其他技能