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iRubric: Customer Service Skills rubric
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Customer Service Skills
Customer Service Skills
Call center 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 customer call simulation scenarios to aid in creating a positive customer experience.
Rubric Code:
TX33296
By
Akalani726
Ready to use
Public Rubric
Subject:
Communication
Type:
Assessment
Grade Levels:
Undergraduate
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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 call.
Above Expectations
Good vocal tone and/or quality of voice. Does not raise voice or appear to emotionally react to caller.
Consistent
Speaks clearly and loudly enough for the caller to hear. Does not appear to raise voice or appear to emotionally react to caller.
Inconsistent
Vocal tone is difficult to hear at times. Does not present in a pleasant and professional manner at one point in the call.
Below Expectations
Vocal tone is difficult throughout the call. Voice quality changes to reflect an emotional response to the caller.
Listening Skills
Excellent
Uses good active listening skills throughout the entire call. Does not interrupt caller and encourages caller to speak.
Above Expectations
Uses good active listening skills through most of the call. Does not interrupt caller and allows caller to speak.
Consistent
Listens to the caller and allows the caller to speak throughout some of the call.
Inconsistent
Does not appear to listen to the caller throughout the entire call and asks the caller to repeat some of the same information over again. Does not interrupt the caller.
Below Expectations
Does not appear to listen to the caller l and asks the caller to repeat the same information over again. Interrupts the caller.
Use of LAST model
Excellent
Applies each level of the LAST technique effectively. Creates a smooth transition from one level to the next in a natural manner.
Above Expectations
Applies each level of the LAST technique effectively. Transitions from one level to the next.
Consistent
Applies each level of the LAST technique effectively.
Inconsistent
Applies some of the LAST technique effectively.
Below Expectations
Does not use the LAST technique.
Language/Communication
Excellent
Uses professional language throughout the call. Refrains from using company-specific terminology. Breaks down information into easier terms for the customer to understand.
Above Expectations
Uses professional language throughout the call. Breaks down information into easier terms for the customer to understand..
Consistent
Uses professional language throughout the call.
Inconsistent
Uses professional language through part of the call. Uses slang and/or company-specific language to the customer.
Below Expectations
Uses slang and/or company-specific language to the customer throughout the call.
Problem Solving Skills
Excellent
Is clearly able to resolve the customer issue. Both parties walk away feeling good about the way the call ended. Drives customer loyalty.
Above Expectations
Is clearly able to resolve the customer issue. Both parties walk away feeling good about the way the call ended.
Consistent
Is mostly able to resolve the customer issue. Both parties walk away feeling ok about the way the call ended.
Inconsistent
Is mostly able to resolve the customer issue. Both parties walk away feeling a bit uncertain about the way the call ended.
Below Expectations
Is unable to resolve the customer issue. Both parties walk away feeling bad about the way the call ended. Creates an unhappy and dissatisfied customer for our brand.
Keywords:
Customer Service, Difficult Calls, Call Resolution
Subjects:
Communication
Types:
Assessment
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