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iRubric: Customer Service rubric

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Customer Service 
Customer Service
Customer service is one of the most important elements for our business. When we think about customer service we need to practice what we preach. This assignment which accompanies a full training program is designed to test the knowledge transfer from the training. The rubrics will be provided to assist in the grading of an assessment delivered based on the training.
Rubric Code: UX878C7
By marwill
Ready to use
Public Rubric
Subject: Social Sciences  
Type: Assessment  
Grade Levels: 9-12, Undergraduate

Powered by iRubric Customer Service
  Great

4 pts

Good

3 pts

Fair

2 pts

Poor

1 pts

Preparation (knowles-selfdirection)

Great

Very strong understanding of the importance of being prepared for any situation that could arise. Demonstrated the importance of preparing for client greetings and other interactions with strong examples and potential situations.
Good

Good understanding of preparation and the importance for preparing to meet with and greet clients and prepare for work.
Was able to provide examples and situations for preparing. Good reasoning of preparing for work situations.
Fair

Limited understanding of the importance of preparation. Unable to give examples or provide situations where client preparation is needed. Could not provide reasoning for preparing for work.
Poor

No understanding of the importance of dealing with clients appointments, preparing for work, and preparing for client interactions.
Body Language (Kirkpatrick)

Great

Very strong understanding of the concepts around body language. Provided a lot of good examples to show the understanding. accurately identified all of the images for body language.
Good

Has a good understanding of body language principles and was able to provide solid examples of appropriate body language and how to shadow clients body language to improve rapport. Was able to identify almost all of the body language from images.
Fair

Limited understanding of body language. Could identify some of the correct body language from the images provided but some were not correct or mis-identified. The examples were missing or limited.
Poor

Had trouble grasping the basic ideas around body language. Did not provide examples of body language. Could not identify different body language meaning from provided images.
Telephone vs. In person

Great

Excellent ability to explain the differences between customer service conversations on the telephone or in person. Had a strong ability to provide an examples of good telephone customer service. Provided differences between in person conversations i.e. use of nonverbal cues.
Was able to edit the script provided
Good

Has a good understanding of telephone conversations and how that is different to conversations in person. Was able to provide an example of good telephone customer service and was able to edit the script provided
Fair

Had limited ability in explaining the differences between customer service conversations on the telephone or in person. Was somewhat able to provide an example of good telephone customer service and was somewhat able to edit the script provided.
Poor

Could not explain the differences between customer service conversations on the telephone or in person. Was not able to provide an example of good telephone customer service and was not able to edit the script provided
Professionalism (Baldwin)

Great

Excellent understanding meaning of professionalism. Was able to provide examples and situations of professionalism and provide examples of what unprofessional situations would involve and how they could be corrected. Was able to identify the main points of professional vs. unprofessional behavior in examples provided
In essay section there were no errors in writing.
Good

Good understanding meaning of professionalism. Was able to provide examples and situations of professionalism. Was able to identify the main points of professional vs. unprofessional behavior in examples provided
In essay section there were limited errors in writing.
Fair

Had limited understanding meaning of professionalism. Was able to identify the main points of professional vs. unprofessional behavior in examples provided
In essay section there were errors in writing.
Poor

Was not aware of meaning of professionalism. Was not able to identify professional vs. unprofessional behavior in examples provided. In essay section there were a lot errors in writing.
Team Work (Freire - Social growth)

Great

Had an excellent understanding of why team work is an important element of customer service, showed examples to back up knowledge. Had a strong understanding of why team work is used in the work place. Provided 3-4 examples t of successful team work projects they have worked on
Good

Showed a strong understanding of why team work is an important element of customer service. Had a solid understanding of why team work is used in the work place. Provided 2-3 examples t of successful team work projects they have worked on
Fair

Showed a limited understanding of why team work is an important element of customer service. Had a limited understanding of why team work is used in the work place. Provided 1-2 examples t of successful team work projects they have worked on
Poor

Did not explain why team work is an important element of customer service. Did not understand why team work is used in the work place. Was not able to provide examples of successful team work projects
Product Knowledge (Kirkpatrick)

Great

Very strong ability to provide product knowledge. Was able link the product knowledge to providing good customer service, provided 2-3 examples. Was able to provide 3-4 examples of when to discuss appropriate products for different customer
Good

Good ability to provide product knowledge. Was able link the product knowledge to providing good customer service, provided 1-2 examples. Was able to provide 2-3 examples of when to discuss appropriate products for different customer
Fair

Had a limited ability to provide product knowledge. Could somewhat link the product knowledge to providing good customer service. Was able to provide 1-2 examples of when to discuss appropriate products for different customer needs
Poor

Was unable to provide product knowledge. Could not link the product knowledge to providing good customer service. Was unable to provide examples of when to discuss appropriate products for different customer needs
Handling Conplaints (Paiget)

Great

Strong understanding and excellent ability to provide knowledge of how to handle customer complaints. Could identify 3-all complaints in the scripts provided.
Could provide 3-4 examples of a customer complaints they have experienced
Good

Good understanding and solid ability to provide knowledge of how to handle customer complaints. Could identify 2-3 complaints in the scripts provided.
Could provide 2-3 examples of a customer complaints they have experienced
Fair

Had limited ability to provide knowledge of how to handle customer complaints. Could identify 1-2 complaints in the scripts provided.
Could provide 1-2 examples of a customer complaints they have experienced
Poor

Was not able to provide knowledge of how to handle customer complaints. Could not identify the complaints in the scripts provided.
Could not provide an example of a customer complaint they have experienced



Keywords:
  • customer service


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