iRubric: Customer Service Baisces for Employees rubric

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Customer Service Baisces for Employees

Measures an employee at Old Navy's ability to deliver the expected elements of customer service.

Rubric Code: RX33298

By Akalani726

Draft

Public Rubric

Subject: Business

Type: (Other)

Grade Levels: (none)

Customer Service Basics
	Non Performance 1 pts	Below Expectations 2 pts	Basic 3 pts	Proficient 4 pts	Dsitinguished 5 pts
Return Policy	Non Performance Did not discuss return policy with customer.	Below Expectations Discussed return policy with customer but provided incorrect information.	Basic Verbalized the return policy timeframe, options with a receipt and without a receipt.	Proficient Clearly and accurately verbalized return policy timeframe, possible options with a receipt, options without a receipt as well as properly looking up a transaction for a return using for of tender.	Dsitinguished Clearly and accurately verbalized all components of the return policy as it applied to the customer specific situation and was able to meet the needs of the customer with a reasonable solution that was within policy.
Merchandise Locator	Non Performance Did not offer merchandise locator as option for customer.	Below Expectations Offered the merchandise locator but was unable to perform the merchandise search.	Basic Offered the merchandise locator, properly performed the merchandise search and gave the results to the customer.	Proficient Offered and performed the merchandise locator successfully as well as offered different options available to the customer.	Dsitinguished Offered and performed the merchandise locator successfully as well as checking current back stock, calling next closest store, and calling online.
Customer Cues	Non Performance Did not respond to customer cues.	Below Expectations Responded to customer cues in area after several attempts for assistance were made by the customer.	Basic Responded to customer cues after recognizing the first signal that assistance was needed.	Proficient Responded to customer cues immediately and approached the customer for assistance without being asked.	Dsitinguished Responded to customer cues immediately and approached customer for assistance without being asked while offering assistance to more than one customer at a time.
Greeting Customers	Non Performance Did not greet customers that entered employee’s area	Below Expectations Acknowledged customers as they entered area by making eye contact.	Basic Acknowledged customer by smiling and making eye contact.	Proficient Acknowledged customer by smiling, making eye contact and offering assistance if needed.	Dsitinguished Stopped what they were doing, approached customer upon entering area with a smile and eye contact and offered assistance.
Product Knowledge	Non Performance Employee was unable to answer basic customer questions.	Below Expectations Employee answered basic customer questions with inaccurate information.	Basic Employee was able to answer customer questions with accurate information.	Proficient Employee was able to answer customer questions accurately as well as make recommendations.	Dsitinguished Employee was able to answer customer questions with accurate information as well as make recommendations and share personal experience with products.
Hold Policy	Non Performance Did not discuss the hold policy with the customer.	Below Expectations Communicated incorrect hold policy information to the customer and did not properly secure items.	Basic Communicated the accurate time frame for the hold policy to the customer and accurately secured items.	Proficient Communicated the accurate timeframe for the hold policy to the customer, properly secured items as well as communicating hold information to front end supervisor.	Dsitinguished Communicated the accurate timeframe for the hold policy to the customer, properly secured items, communicated when customer needed to pick items up and communicated hold information to the front end supervisor. Employee also called closest store for possible availability of item.

Subjects:

Business

Types:

(Other)

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