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iRubric: Customer Service rubric

iRubric: Customer Service rubric

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Customer Service 
Customer Service
Student will be able to engage with different types of customers and deliver excellent service via the appropriate response.
Rubric Code: A229A8C
By Premium
Ready to use
Public Rubric
Subject: Communication  
Type: Assessment  
Grade Levels: Undergraduate

Powered by iRubric Customer Service Skills Assessment
Communicate Effectively
  Does Not Meet

1 pts

Approaches Expectations

2 pts

Meets Expectations

3 pts

Exceeds Expectatons

4 pts

Score

(N/A)

Identifies Customer Needs
10 pts

Investigative Skills
Does Not Meet

Unable to establish relationship with customer so unable to identify needs. Customer breaks off interaction without seeking other assistance.
Approaches Expectations

Eventually identifies customers needs.
Meets Expectations

Recognizes customer's needs and customer type (D,I,S, or C)
Exceeds Expectatons

Easily and quickly recognizes customer needs, customer type, and the best solution for the particular customer.
Score
Solves Problems
10 pts

Problem Solving
Does Not Meet

Does not attempt to solve problem.
Approaches Expectations

Solves problem eventually given enough time and/or assistance
Meets Expectations

Solves problem within a reasonable amount of time
Exceeds Expectatons

Solves problem quickly---takes ownership of the problem(s).
Score
Identifies relevant policies and pr
15 pts

Technical/Product Knowledge
Does Not Meet

Is not able to identify and locate relevant policies and procedures. Gives off-the-cuff response.
Approaches Expectations

Identifies and locates relevant policies and procedures with time and/or assistance.
Meets Expectations

Identifies relevant policies and procedures within a reasonable amount of time unassisted.
Exceeds Expectatons

Quickly identifies relevant policies and procedures, and makes sure that customer understands relevance.
Score
Uses appropriate tone of voice
15 pts

Oral Communication
Does Not Meet

Sounds, bored, cold, may match angry tone of customer
Approaches Expectations

Uses indifferent, neutral tone--not friendly welcoming, or warm.
Meets Expectations

Frequently uses warm, pleasant tone.
Exceeds Expectatons

Consistently uses warm, pleasant tone and smiles (whether on phone or in person) to add to an already welcoming demeanor.
Score
Uses appropriate word choice
15 pts

Oral Communication
Does Not Meet

Consistently uses inappropriate telephone etiquette or uses negative word choice.
Approaches Expectations

Occasionally uses appropriate etiquette and positive word choices
Meets Expectations

Frequently uses appropriate etiquette and positive word choices.
Exceeds Expectatons

Consistently uses appropriate etiquette and positive word choices, and serves as a role model/trainer for peers
Score
Empathizes with customer
20 pts

Customer Service Orientation
Does Not Meet

Says nothing or ignores customer's feelings.
Approaches Expectations

Simply restates customer's words---moves to action too quickly.
Meets Expectations

Frequently uses empathetic responses accurately.
Exceeds Expectatons

Consistently uses a variety of empathetic responses accurately, and checks-in on customer throughout the interaction (in person or on-phone.)
Score



Keywords:
  • meeting expectations

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