iRubric: Customer Service rubric

edit print share Copy to my rubrics Bookmark test run assess... delete Do more...

Customer Service

Rubric for customer service demonstrated by student workers at the library's main service desk

Rubric Code: B24BCX8

By hmccall

Ready to use

Public Rubric

Subject: (General)

Type: Reflection

Grade Levels: 9-12

Customer Service Goal: Empower our intellectual community to excel in the discovery and creation of knowledge, art, and scholarship.
	Poor Let's go back to the beginning 0 pts	Fair Ok, looks like you're trying. Let's build on that. 1 pts	Good Yea! Almost there, just a little more. 2 pts	Excellent Thank you, we appreciate you making us look good. 4 pts
Greeting Greeting is one of the basic functions of communication and triggers positive conversations.	Poor 1) No eye contact 2) Offers silence with occasional sighs and grunts 3) Continue conversation with co-worker, excluding patron 4) Neither invites or participates in additional conversation with patron	Fair 1) Looks at face but limited eye contact 2) Verbal greeting limited to a Hey or Hi 3) Finishes conversation with co-worker while addressing patron 4) Offer simple answers (yes,no, umhum sounds) to patron statements	Good 1) Makes eye contact 2) Greets verbally 3) Breaks from conversation with co-worker 4) Participates but does not offer additional conversation with patron	Excellent 1) Looks directly at patron 2) Greets verbally with positive attitude - hello, how are you, how may I help, etc. 3)discontinues conversation with co-worker or includes patron in discussion 4) Participates in conversation offered by patron, provides info as the opportunity arises
Typical Check Out This is our strongest opportunity to build a connection with our patrons.	Poor 1) Holds out hand for ID 2) Sighs before moving homework materials to access the computer 3) Walks away to desensitize without speaking 4) Push materials back to patron without verbal acknowledgement 5) Does not offer additional assistance	Fair 1) simply says "ID?" 2) Checks out material assuming that beep means all good' 3) Says "just a moment" leaving patrons wondering why staff is walking away 4) Hands material back & closes interaction by saying "here you go" 5) No offer of additional assistance	Good 1) Asks for an ID 2) Checks out material with an eye on Alma being sure the item was processed 3) Says "just a moment" and explains stepping away to desensitize 4) Hands material back calling attention to the time due 5) Asks if anything else is needed	Excellent 1) Asks for campus ID 2)Checks out material with an eye & ear on Alma being sure the item was processed 3) Properly desensitize-letting patron know why you are stepping away 4) Verbally state the due date/time & that an email receipt was sent 5) Asks "how else can we assist you"