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iRubric: Customer Service rubric

iRubric: Customer Service rubric

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Customer Service 
Customer Service
Student will be able to engage with different types of customers and deliver excellent service via the appropriate response.
Rubric Code: AX88828
By hmnederlof
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

3 pts

Below Expectations

6 pts

Approaches Expectations

7 pts

Meets Expectations

8 pts

Above Expectations

9 pts

Exceeds Expectatons

10 pts

Identifies Customer Needs
10 pts

Investigative Skills
Does Not Meet

Unable to establish relationship with customer so unable to identify needs. Customer breaks off interaction without seeking other assistance.
Below Expectations

Unable to identify needs and/or does not listen to the customer. Customer expresses extreme frustration, including, but not limited to, asking for other assistance.
Approaches Expectations

Eventually identifies customers needs.
Meets Expectations

Recognizes customer's needs and customer type (D,I,S, or C)
Above Expectations

Easily and quickly recognizes customer needs, customer type and is able to brainstorm a couple of options for particular customer.
Exceeds Expectatons

Easily and quickly recognizes customer needs, customer type, and the best solution for the particular customer.
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 Expectatons

Solves problem quickly---takes ownership of the problem(s).
Identifies relevant policies and pr
15 pts

Technical/Product Knowledge
Does Not Meet

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

Has difficulty identifying and locating relevant policies and procedures. Frustration is obvious.
Approaches Expectations

Identifies and locates relevant policies and procedures with time and/or assistance.
Meets Expectations

Identifies relevant policies and procedures within a reasonable amount of time unassisted.
Above Expectations

Quickly identifies relevant policies and procedures.
Exceeds Expectatons

Quickly identifies relevant policies and procedures, and makes sure that customer understands relevance.
Explains policies
15 pts

Technical/Product Knowledge
Does Not Meet

Is unable to explain policies and procedures.
Below Expectations

Does not explain policies and procedures accurately.
Approaches Expectations

Reads policy---no interpretation or clarification
Meets Expectations

Describes at the appropriate level
Above Expectations

Describes and interprets at the appropriate level
Exceeds Expectatons

Describes, interprets and clarifies at the appropriate level.
Uses appropriate 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 Expectatons

Consistently uses warm, pleasant tone and smiles (whether on phone or in person) to add to an already welcoming demeanor.
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 Expectatons

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

Simply restates customer's words.
Approaches Expectations

Simply restates customer's words---moves to action too quickly.
Meets Expectations

Frequently uses empathetic responses accurately.
Above Expectations

Consistently uses a variety of empathetic responses accurately.
Exceeds Expectatons

Consistently uses a variety of empathetic responses accurately, and checks-in on customer throughout the interaction (in person or on-phone.)



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  • meeting expectations

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