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Telephone Skills

Evaulation of telephone skills as demostrated during actual and mock customer service calls

Rubric Code: S72B89

By yuleehwang

Ready to use

Public Rubric

Subject: (General)

Type: (Other)

Grade Levels: (none)

Enter rubric title
	Poor 1 pts	Fair 2 pts	Good 3 pts	Above and Beyond 4 pts
Standard Greeting	Poor ??? ??? ???? ??.	Fair ???? ?? ??? ??? ??? ?? ??????? ??? ???? ??? ???? ????? ???? ???	Good ????? ???? ??? ???? ????? ??????? ??? ??? ???? ????? ??? ? ???? ?? ????? ???	Above and Beyond ??? ????? ???? ??? ??? ??? ?? ??? ??? ????? ?? ???? ????? ??? ?? ? ??. ???? ???? ? ?? ??? ??? ??? ? ??.
Tone	Poor ???? ??? ??? ?? ???? ??? ??? ?? ??? ??? ?? ?? ?? ???? ????.	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.
Effective Listening	Poor Unable to determine the callers question or issue	Fair Able to identify part of the callers question or issue	Good Paraphrasing Asking Questions Concentrate on what the caller is saying	Above and Beyond Paraphrasing and questions are used appropriately and not over used. Quickly and efficiently identifies the callers question or issue to the caller.
Close	Poor No close to the call Hangs up without using a closing phrase such as "Thank you for calling" or "Have a nice day"	Fair Uses a closing such as "Thank you for calling" or "Have a nice day" but does not offer additional assistance	Good Uses phrase such as "Is there anything else I can assist you with today". Uses a closing such as "Thank you for calling" or "Have a nice day"	Above and Beyond Closes call with a restating of actions to be taken by the staff, offers suggestions of other services
Standard Greeting	Poor	Fair	Good	Above and Beyond