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iRubric: Atención al cliente rubric

iRubric: Atención al cliente rubric

 
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Atención al cliente 
El participante debe ser capaz de interactuar con diferentes tipos de clientes.
Rubric Code: X2287CX
Ready to use
Public Rubric
Subject: Communication  
Type: Assessment  
Grade Levels: Graduate


Powered by iRubric Atención al cliente
Enter rubric description
  No Cumple

0 pts

no cumple con la mayoría criterios

5 pts

Cumple con la mayoría de criterios

10 pts

Cumple con todo

15 pts

Identifica las necesidades del cliente
15 pts

Capacidad de entablar comunicación.

No Cumple

No es capaz de establecer una relación con el cliente, por lo tanto, no puede identificar las necesidades.
no cumple con la mayoría criterios

Eventualmente identifica las necesidades del cliente. No identifica el tipo de cliente.
Cumple con la mayoría de criterios

Reconoce las necesidades del cliente y el tipo de cliente, en un tiempo corto.
Cumple con todo

Reconoce de forma efectiva las necesidades del cliente y establece un vínculo de comunicación y ofrece posible soluciones.
Solves Problems
15 pts

Problem Solving

No Cumple

Does not attempt to solve problem.
no cumple con la mayoría criterios

Solves problem eventually given enough time and/or assiatance
Cumple con la mayoría de criterios

Solves problem within a reasonable amount of time
Cumple con todo

Solves problem quickly.
Identifies relevant policies and pr
15 pts

Technical/Product Knowledge

No Cumple

Is not able to identify and locate relevant policies and procedures. Gives off-the-cuff response.
no cumple con la mayoría criterios

Identifies and locates relevant policies and procedures with time and/or assistance.
Cumple con la mayoría de criterios

Identifies relevant policies and procdures within a resaonable amount of time unasssisted.
Cumple con todo

Quickly identifies relevant policies and proceduress
Uses appropriate voice/word choice
15 pts

Oral Communication

No Cumple

Consistently uses inappropriate telephone etiquette or uses negative word choice. Sounds, bored, cold, may match angry tone of customer.
no cumple con la mayoría criterios

Occasionally uses appropriate etiquette and positive word choices. Uses indifferent, neutral tone-not friendly welcoming, or warm.
Cumple con la mayoría de criterios

Frequently uses appropriate etiquette and positive word choices. Frequently uses warm, pleasant tone.
Cumple con todo

Consistently uses appropriate etiquette and positive word choices. Consistently uses warm, pleasant tone.
Empathizes with customer
15 pts

Customer Service Orientation

No Cumple

Says nothing or ignores customer's feelings.
no cumple con la mayoría criterios

Simply restates customer's words---moves to action too quickly
Cumple con la mayoría de criterios

Frequenly usues empathetic responses accurately.
Cumple con todo

Consistently uses a variety of empathetic responses accurately



Keywords:
  • Atención al cliente

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