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iRubric: Customer Experience Call Audit 2 rubric

iRubric: Customer Experience Call Audit 2 rubric

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Customer Experience Call Audit 2 
Customer Experience Call Audit
Employees will be able to engage with different types of customers and deliver excellent service via the appropriate response.
Rubric Code: A248467
By willkoen25
Ready to use
Public Rubric
Subject: Communication  
Type: Assessment  
Grade Levels: Undergraduate

Powered by iRubric Customer Service Skills Assessment
Enter rubric description
  Does Not Meet

0 pts

Below Expectations

6 pts

Approaches Expectations

7 pts

Meets Expectations

8 pts

Above Expectations

9 pts

Exceeds Expectations

10 pts

Communication Skills
10 pts

Investigative Skills
Does Not Meet

Has difficulty identifying needs. The customer breaks off the interaction without seeking other assistance.
Below Expectations

Poor communication; difficulty in conveying information effectively
Approaches Expectations

Communication is somewhat unclear or not consistently adapted to customer needs.
Meets Expectations

Communicates adequately, but may require improvement in clarity or adaptation to different customer needs.
Above Expectations

Communicates clearly and professionally; adapts communication style to the customer's needs.
Exceeds Expectations

Consistently demonstrates clear and effective communication with customers.
Solves Problems
10 pts

Problem Solving
Does Not Meet

Does not attempt to solve problem.
Below Expectations

Attempts to solve problem, but solution is not accurate
Approaches Expectations

Solves problem eventually given enough time and/or assistance
Meets Expectations

Solves problem within a reasonable amount of time
Above Expectations

Solves problem quickly.
Exceeds Expectations

Solves problem quickly---takes ownership of the problem(s).
Problem-Solving
20 pts

Technical/Product Knowledge
Does Not Meet

Is not able to identify and locate relevant troubleshooting procedures. Gives an off-the-cuff response.
Below Expectations

Ineffective problem-solving; unable to resolve customer issues.
Approaches Expectations

Struggles to find solutions or may take longer to address customer issues.
Meets Expectations

Generally effective in problem-solving, but may need improvement in certain situations.
Above Expectations

Capable of resolving customer issues efficiently; applies effective problem-solving skills.
Exceeds Expectations

Consistently finds effective solutions to customer issues; goes above and beyond to address problems.
Tone of voice
15 pts

Oral Communication
Does Not Meet

Sounds, bored, cold, may match angry tone of customer
Below Expectations

Sounds, bored, detached.
Approaches Expectations

Uses indifferent, neutral tone--not friendly welcoming, or warm.
Meets Expectations

Frequently uses warm, pleasant tone.
Above Expectations

Consistently uses warm, pleasant tone.
Exceeds Expectations

Consistently uses a warm, pleasant tone and smiles to add to an already welcoming demeanor.
Explains Troubleshooting
10 pts

Technical/Product Knowledge
Does Not Meet

Is unable to explain troubleshooting steps.
Below Expectations

Does not explain troubleshooting steps accurately.
Approaches Expectations

Reads policy---no interpretation or clarification
Meets Expectations

Describes the appropriate level of troubleshooting steps.
Above Expectations

Describes and interprets at the appropriate level
Exceeds Expectations

Describes, interprets and clarifies at the appropriate level.
Uses appropriate word choice
15 pts

Oral Communication
Does Not Meet

Consistently uses inappropriate telephone etiquette or uses negative word choice.
Below Expectations

Frequently uses inappropriate telephone etiquette or uses negative word choices
Approaches Expectations

Occasionally uses appropriate etiquette and positive word choices
Meets Expectations

Frequently uses appropriate etiquette and positive word choices.
Above Expectations

Consistently uses appropriate etiquette and positive word choices
Exceeds Expectations

Consistently uses appropriate etiquette and positive word choices, and serves as a role model/trainer for peers
Empathizes with customer
20 pts

Customer Service Orientation
Does Not Meet

Says nothing or ignores customer's feelings.
Below Expectations

Lacks empathy; fails to understand or acknowledge customer concerns.
Approaches Expectations

Simply restates the customer's words and moves to action too quickly.

or

Limited expression of empathy; may struggle to connect with customer emotions.
Meets Expectations

Demonstrates empathy, but may need improvement in active listening or acknowledgment.
Above Expectations

Shows empathy towards customers; actively listens to and acknowledges their concerns.
Exceeds Expectations

Displays a deep understanding of customer concerns; consistently demonstrates empathy in interactions.



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  • meeting expectations

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