Skip to main content
iRubric: Atención al cliente rubric

iRubric: Atención al cliente rubric

find rubric

edit   print   share   Copy to my rubrics   Bookmark   test run   assess...   delete   Do more...
Atención al cliente 
Customer Service
El participante debe ser capaz de interactuar con diferentes tipos de clientes.
Rubric Code: X2287CX
By Barauz07
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

Subjects:

Types:

Discuss this rubric




Do more with this rubric:
Preview

Preview

Preview this rubric.
Edit

Edit

Modify this rubric.
Copy

Copy

Make a copy of this rubric and begin editing the copy.

Print

Print

Show a printable version of this rubric.
Categorize

Categorize

Add this rubric to multiple categories.
Bookmark

Bookmark

Bookmark this rubric for future reference.
Assess
Test run

Test run

Test this rubric or perform an ad-hoc assessment.
Grade

Grade

Build a gradebook to assess students.
Collaborate

Collaborate

Apply this rubric to any object and invite others to assess.
Share
Publish

Publish

Link, embed, and showcase your rubrics on your website.
Email

Email

Email this rubric to a friend.
Discuss

Discuss

Discuss this rubric with other members.
 

Do more with rubrics than ever imagined possible.

Only with iRubrictm.


Copyright © 2024 Reazon Systems, Inc.  All rights reserved.
n16