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iRubric: Customer Service Skills rubric

iRubric: Customer Service Skills rubric

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Customer Service Skills 
Customer Service Skills
Customer service representatives (and other claims representatives) should be able to recall the LAST (Listen, Acknowledge/Apologize, Solve, and Thank) customer service method and apply it to difficult client simulation scenarios to aid in creating a positive client experience.
Rubric Code: M24254A
By angieyatesr
Ready to use
Public Rubric
Subject: Communication  
Type: Assessment  
Grade Levels: Graduate

Powered by iRubric Customer Service SKills
  Excellent

5 pts

Above Expectations

4 pts

Consistent

3 pts

Inconsistent

2 pts

Below Expectations

1 pts

Vocal Tone/Quality

Excellent

Good, clear, strong vocal tone and quality of voice. Remains pleasant and professional throughout entire interaction.
Above Expectations

Good vocal tone and/or quality of voice. Does not raise voice or appear to emotionally react to client.
Consistent

Does not appear to raise voice or appear to emotionally react to client.
Inconsistent

Does not present in a pleasant and professional manner at one point in the interaction.
Below Expectations

Voice quality changes to reflect an emotional response to the client.
Listening Skills

Excellent

Uses good active listening skills throughout the entire interaction. Does not interrupt client and encourages client to speak.
Above Expectations

Uses good active listening skills through most of the interaction. Does not interrupt client and allows client to speak.
Consistent

Listens to the client and allows the client to speak throughout some of the interaction.
Inconsistent

Does not appear to listen to the client throughout the entire interaction and asks the client to repeat some of the same information over again. Does not interrupt the client.
Below Expectations

Does not appear to listen to the client. Interrupts the client.
Language/Communication

Excellent

Uses professional language throughout the interaction. Refrains from using company-specific terminology. Breaks down information into easier terms for the client to understand.
Above Expectations

Uses professional language throughout the interaction. Breaks down information into easier terms for the clients to understand.
Consistent

Uses professional language throughout the interaction.
Inconsistent

Uses professional language through part of the interaction. Uses slang and/or company-specific language to the client.
Below Expectations

Uses slang and/or company-specific language to the client throughout the interaction.
Problem Solving Skills

Excellent

Is clearly able to resolve the client issue. Both parties walk away feeling good about the way the call ended. Drives customer loyalty.
Above Expectations

Is clearly able to resolve the client issue. Both parties walk away feeling good about the way the interaction ended.
Consistent

Is mostly able to resolve the client issue. Both parties walk away feeling ok about the way the interaction ended.
Inconsistent

Is mostly able to resolve the client issue. Both parties walk away feeling a bit uncertain about the way the interaction ended.
Below Expectations

Is unable to resolve the client issue. Both parties walk away feeling bad about the way the interaction ended. Creates an unhappy and dissatisfied customer.



Keywords:
  • Customer Service, Difficult Calls, Call Resolution

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