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iRubric: Customer Complaint rubric

iRubric: Customer Complaint rubric

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Customer Complaint 
Customer Complaint
Rubric Code: Q227857
By razlanadli
Ready to use
Public Rubric
Subject: Communication  
Type: Assessment  
Grade Levels: (none)

Powered by iRubric Handling a Customer Complaint
  Poor

0.25 pts

Fair

0.5 pts

Good

0.75 pts

Excellent

1 pts

Greeting Customer
6 pts

Poor

Did not greet the customer. Negative body language and no eye contact. Did not seek to help the customer.
Fair

Greeted customer. Body language was lacking confidence. Eye contact was made but not held adequately. Slow to offer help to the customer. Hesitant in engaging.
Good

Greeted the customer in a friendly way. Good body language and eye-contact. Quickly sought to help the customer.
Excellent

Greeted customer with a warm and friendly demeanor. Very positive body language and eye-contact. Energetic and enthusiastic. Immediately sought to help the customer.
Active Listening
7 pts

Poor

Did not face the customer or make eye-contact. Seemed bored and disinterested in what the customer was saying.
Fair

Faced the customer and made some eye contact. Seemed distracted and not paying complete attention to the customer.
Interrupted the customer. Failed to ask clarifying questions.
Good

Faced the customer and showed interest in what they were saying.
Asked clarifying questions without interrupting.
Excellent

Made eye contact with the customer. Always faced and lent towards them when they were speaking. Gave reassuring gestures; nodding, "yes", "I see", "OK". Asked clarifying questions without interrupting. Showed undivided attention to customer.
Effective Speaking
7 pts

Poor

Sounds, bored, cold, may match angry tone of customer.
Consistently uses inappropriate etiquette or uses negative word choice.
Ignores customer's feelings.
Fair

Uses indifferent, neutral tone--not friendly welcoming, or warm.
Occasionally uses appropriate etiquette and positive word choices
Simply restates customer's words---moves to action too quickly
Good

Frequently uses warm, pleasant tone.
Frequently uses appropriate etiquette and positive word choices.
Frequently uses empathetic responses accurately.
Excellent

Consistently used warm, pleasant tone and smiles to add to an already welcoming demeanor.
Consistently uses appropriate etiquette and positive word choices.
Consistently uses a variety of empathetic responses accurately, and checks-in on customer throughout the interaction
Identifying Problem
5 pts

Poor

Does not attempt to solve problem.
Fair

Solves problem eventually given enough time and/or assistance. Stated clearly for customer.
Good

Solves problem within a reasonable amount of time and stated clearly for customer to confirm.
Excellent

Solves problem quickly---takes ownership of the problem(s). States the problem clearly to be confirmed by the customer.
Explaining Procedure
5 pts

Poor

Does not explain the complaints procedure to the customer
Fair

Explains the procedure in part but does not explain fully what the process is that is being followed.
Good

Explains the complaints procedure to the customer and confirms that they understand
Excellent

Explains the complaints procedure and confirms that the customer understand. Explains throughout what each step of the process is.
Initial Corrective Action
5 pts

Poor

No initial corrective action taken in effort to resolve situation.
No apology on behalf of the company.
Fair

Initial corrective action identified and apology made.
Lacking consultation and addressing issue meaningfully.
Good

Initial corrective action identified and appropriate apology made of behalf of the company.
Lacked consultation with customer but addresses issue.
Excellent

Initial corrective action agreed upon and undertaken by the employee in consultation with the customer. Appropriate apology made on behalf of the company without labeling blame.
Follow Up Corrective Action
5 pts

Poor

No follow up action identified or communicated to the customer.
Fair

Follow up action identified and partly communicated to the customer.
Good

Follow up corrective action was identified and clearly communicated to the customer.
Excellent

Follow up corrective action was agreed upon with the customer with consultation. This was clearly communicated and confirmed that the customer was happy and understood.
Follow Up Action Taken
5 pts

Poor

Follow up action was not completed.
Fair

Follow up action was partly completed.
Email sent to Manager with many errors or particulars of complaint were unclear.
Good

Follow up action was completed
Email was sent to Manager with some errors though particulars of complaint were adequately communicated.
Excellent

Follow up action was completed.
Email was sent to Manager. High quality of composition of email that very clearly communicates the particular of the complaint.
Customer Complaint Form
5 pts

Poor

Customer Complaint form was not completed or not forwarded to the manager
Fair

The customer complaint form was completed and sent to the manager. It contains many errors or is lacking key detail.
Good

The customer complaint form was completed and sent to the manager. It was adequately completed and relatively error free.
Excellent

The customer complaint form was completed and set to the manager. The form was fully completed to contain all necessary detail and was error free.




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