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iRubric: Telephone Skills rubric

iRubric: Telephone Skills rubric

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Telephone Skills 
Telephone Skills
Evaluation of telephone skills as demonstrated during mock customer service call via a voice mail apology.
Rubric Code: DXA35X4
By alissens
Ready to use
Public Rubric
Subject: Business  
Type: Project  
Grade Levels: Undergraduate

Powered by iRubric Apology Voice Mail
  Poor

Show no understanding of the competency or does not demonstrate the action/task

11 pts

Fair

Shows little understanding of the competency or demonstrates very few actions

12 pts

Good

Show good understanding of the competency. Demonstrates appropriate actions/tasks

15 pts

Above and Beyond

Demonstrates complete understanding of the competency. Demonstrates all appropriate actions/tasks

20 pts

Enter Title

Score

(N/A)

Greeting

Poor

No greeting, cannot understand speaker
Fair

Limited greeting. Not enthusiastic or smiling. Not all of speech was clear.
Good

Clearly identify the company or department and the CSRs name.
But customer cannot "hear" a smile or the greeting sounds forced, broken or unplanned
Above and Beyond

The CSR is enthusiastic and has a positive attitude, can hear the "smile" in their voice, identifies themselves with company and department and it sounds seamless.
Enter Title
Reason for call

Poor

Does not explain why they are leaving the message - the problem the customer had
Fair

Explains the problem poorly - hard to understand the reason for the message, obviously did not plan out the call.
Good

Fully explains the reason for the call, is clear, coherent, and organized but message is not smooth
Above and Beyond

Fully explains the reason for the call, is clear, coherent, and organized. CSR sounds competent and professional.
Enter Title
Tone

Poor

Monotone
Unenthusiastic
not positive
Sounds annoyed or distracted
Fair

Pace to too rapid or too slow. CSR is difficult to understand
Good

Pleasant phone voice. Good steady rate of speech. Clear and understandable.
Above and Beyond

Clear and understandable. Pleasant, cheerful tone as they leave the message with a "smile" in their voice.
Enter Title
Resolution

Poor

Doesn't have a resolution
Fair

Resolution is poorly thought out, not logical, and doesn't match the stated problem - too little or too much
Good

Well thought out resolution but it is not presented well - not smooth or is hard to understand
Above and Beyond

Well thought out resolution that is presented well, matches the severity of the problem experienced by the customer, and is easily understood
Enter Title
Close

Poor

No close to the call
Hangs up without using a closing phrase such as "Thank you" or "Have a nice day" and does not leave
Fair

Uses a closing such as "Thank you" or "Have a nice day" offers additional assistance but does not leave contact information
Good

Uses a closing such as "Thank you" or "Have a nice day" offers additional assistance and leaves contact information but doesn't not offer suggestions of other services
Above and Beyond

Closes call with a restating of actions to be taken by the CSR, offers suggestions of other services, Uses phrase such as "If there Is there anything else I can assist you with, please contact me at..". Uses a closing such as "Thank you for calling" or "Have a nice day"
Enter Title
Total Score
Grade

Poor

D - between 60 & 69.4

F - 59 or below
Fair

C - between 69.5 & 79.4
Good

B - between 70.5 & 89.4
Above and Beyond

A = 89.5 & above
Enter Title



Keywords:
  • Customer Service, Voice mail, voicemail, general business



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