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iRubric: Customer Service rubric

iRubric: Customer Service rubric

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Customer Service 
Customer Service
Call center customer service representatives using FIRST to give excellent customer service (FIND, INQUIRE, RELATE,SOLVE, THANK)
Rubric Code: J2486B3
By daleoryan
Ready to use
Public Rubric
Subject: Communication  
Type: Assessment  
Grade Levels: Undergraduate

Powered by iRubric Customer Service SKills
  Excellent

5 pts

Above Expectations

4 pts

Consistent

2 pts

Below expectations

1 pts

F- Find your customer

Excellent

CSR greeted the customer within 2 seconds of call opening. CSR used friendly tone and quality of voice. CSR used customers name and introduced themselves by name.
Above Expectations

CSR greeted the customer within 2 seconds of call opening. CSR used clear tone and quality of voice. CSR did not use customers name and/or introduce themselves by name.
Consistent

CSR has delay in greeting the customer. CSR uses clear tone and quality of voice. CSR fails to use customer name and/or introduce themselves by name
Below expectations

CSR has delay in greeting the customer. CSR uses unfriendly tone and quality of voice. CSR fails to use customer name and/or introduce themselves by name
I- Inquire about customer needs

Excellent

CSR uses good active listening skills throughout the entire call. Does not interrupt caller and encourages caller to speak. CSR locates wants and needs and probes to locate the customers project for full understanding of needs.
Above Expectations

CSR uses good active listening skills through most of the call. Does not interrupt caller and allows caller to speak. Asks basic questions to understand the need.
Consistent

CSR listens to the caller and allows the caller to speak throughout some of the call. Does not use probing questions to locate more information.
Below expectations

CSR does not appear to listen to the caller and asks the caller to repeat some of the same information over again. CSR interrupts the callers.
R- Relate to your customer

Excellent

CSR uses genuine empathy for the customer, talks about relatable experiences they have had and builds a solid connection with the customer.
Above Expectations

CSR uses genuine empathy for the customer, and relating statements.
Consistent

CSR uses empathy statements but does not show genuine empathy. CSR fails to use relating statements with customer.
Below expectations

CSR fails to show empathy or attempt to relate the customer at all.
S- Solve the concern

Excellent

CSR understands the concerns, finds multiple good solutions for the customer allowing them to
choose the best one for them and implements it. CSR follows up to ensure the issue actually resolves.
Above Expectations

CSR understands the concerns, finds a good solution for the customer and implements it. CSR follows up to ensure the issue actually resolves.
Consistent

CSR understands the concern and finds the minimal resolution to it. CSR does not offer to follow through.
Below expectations

CSR fails to resolve the concern on the call or solves incorrectly requiring the customer to call back.
T-Thank your Customer

Excellent

CSR recaps the call and actions taken for the customer and thanks them for their business and time. Asks for any additional assistance.
Above Expectations

CSR thanks them for their business and time. Asks for any additional assistance.
Consistent

CSR thanks the customer for calling. Asks for any additional assistance.
Below expectations

CSR fails to close the call with any appreciation for the customer.



Keywords:
  • Customer Service, Difficult Calls, Call Resolution

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