iRubric: What Customers Want: Beyond the Technical Know-How rubric

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What Customers Want: Beyond the Technical Know-How

Student will be able to engage with different types of end users and deliver excellent service via the appropriate responses.

Rubric Code: J2W9856

By nfrederique

Ready to use

Public Rubric

Subject: Communication

Type: Presentation

Grade Levels: 9-12

Customer Service Skills Assessment
	Does Not Meet 3 pts	Below Expectations 5 pts	Meets Expectations 8 pts	Above Expectations 10 pts
Identifies End User's Needs	Does Not Meet Unable to establish relationship with end user so unable to identify needs. End user breaks off interaction without seeking other assistance.	Below Expectations Unable to identify needs and/or does not listen to the end user. End user expresses extreme frustration, including, but not limited to, asking for other assistance.	Meets Expectations Asks questions and recognizes end user's needs and customer type.	Above Expectations Asks appropriate questions and quickly recognizes end user's needs, end user type and is able to brainstorm a couple of options for particular customer.
Solves Problems	Does Not Meet Does not attempt to solve problem.	Below Expectations Attempts to solve problem, but solution is not accurate	Meets Expectations Solves problem within a reasonable amount of time.	Above Expectations Solves problem quickly.
Active Attitude	Does Not Meet Do not use active attitude throughout the entire service can annoy the end user to a great extend.	Below Expectations Uses the normal attitude may not give a surprised to the the end user.	Meets Expectations Uses good active attitude throughout the entire service can absolutely attract the end user's attention. Smile at time or some eye contact.	Above Expectations Uses active attitude beyond expectations. throughout the entire service can absolutely attract the end user's attention. Genuine smile, frequent eye contact are observed during the call.
Uses appropriate tone of voice	Does Not Meet Sounds, bored, cold, may match angry tone of end user.	Below Expectations Sounds, bored, detached.	Meets Expectations Frequently uses warm, pleasant tone.	Above Expectations Consistently uses warm, pleasant tone.
Uses appropriate word choice	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.	Meets Expectations Frequently uses appropriate etiquette and positive word choices.	Above Expectations Consistently uses appropriate etiquette and positive word choices
Empathizes with customer	Does Not Meet Says nothing or ignores end user's feelings.	Below Expectations Simply restates customer's words.	Meets Expectations Frequently uses empathetic responses accurately.	Above Expectations Consistently uses a variety of empathetic responses accurately.
Explains Policies if Applicable	Does Not Meet Is unable to explain policies and procedures.	Below Expectations Does not explain policies and procedures accurately.	Meets Expectations Reads policy---no interpretation or clarification.	Above Expectations Describes, interprets and clarifies at the appropriate level.

Keywords:

meeting expectations

Subjects:

Communication

Types:

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