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iRubric: Customer Service Assessment rubric

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Customer Service Assessment Yearbook Customer Service Rubric Code: E5A785 By jdibenedetto Ready to use Public Rubric Subject: Vocational Type: Presentation Grade Levels: 9-12

Customer Service
	Good 3 pts	Fair 2 pts	Poor 1 pts
Common Courtesy (politeness)	Good The students uses “good morning”, “please”, “thank you” & “excuse me” Doesn’t speak when someone else is speaking. Shakes hands to greet another person without prompting.	Fair The student uses “good morning”, “please”, “thank you” & “excuse me” Doesn’t speak when someone else is speaking. Shakes hands to greet another person with prompting.	Poor The student does not use “good morning”, “please”, “thank you” & “excuse me” Speaks when someone else is speaking. Does not shake hands to greet another person even with prompting.
Social Etiquette (Social Manners)	Good Introduced him/herself and shake hands with the person Engage others in conversation Speaks at an appropriate volume	Fair Introduced him/herself and shake hands with the person Engage others in conversation Speaks at an inappropriate volume	Poor Doesn't introduce him/herself and shake hands with the person Doesn’t engage others in conversation Speaks at an inappropriate volume
Professional Etiquette (Professiona	Good Speaks clearly and slowly, use appropriate volume, topics and language. Is punctual, prepared, polite and productive.	Fair Is punctual, prepared, polite and productive. Doesn’t speak clearly and slowly, doesn’t use appropriate volume, topics and language.	Poor Is not punctual, prepared, polite and productive. Doesn’t speak clearly and slowly, doesn’t use appropriate volume, topics and language.
Creativity	Good Very creative, showed they put extra effort in planning. Work was neat and finished.	Fair Creative,showed they put effort in planning. Work was neat.	Poor No creativity demonstrated. Service was unfinished.
Knowledge of Service	Good Operator took time to complete the service. Client felt confident in operator.	Fair Operator rushed the the service. Client felt service was not complete.	Poor Operator did not complete service. Client felt unconfortable.