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iRubric: Customer Experience Call Audit rubric

iRubric: Customer Experience Call Audit rubric

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Customer Experience Call Audit 
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: B248466
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

3 pts

Below Expectations

6 pts

Approaches Expectations

7 pts

Meets Expectations

8 pts

Above Expectations

9 pts

Exceeds Expectations

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 the customer's needs.
Above Expectations

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

Easily and quickly recognizes customer needs 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 Expectations

Solves problem quickly---takes ownership of the problem(s).
Identifies Problem
15 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

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

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

Identifies relevant troubleshooting procedures within a reasonable amount of time without assistance.
Above Expectations

Quickly identifies relevant troubleshooting procedures.
Exceeds Expectations

Quickly identifies relevant troubleshooting procedures, and makes sure that the customer understands their relevance.
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 Expectations

Consistently uses a warm, pleasant tone and smiles to add to an already welcoming demeanor.
Explains Troubleshooting
15 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

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 Expectations

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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