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iRubric: Install gas hea, heat pumps & related systems rubric

iRubric: Install gas hea, heat pumps & related systems rubric

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Install gas hea, heat pumps & related systems 
Customer Relations
Measures a students ability to deliver the expected elements of proper customer service.
Rubric Code: M7B382
By bobbarringer
Ready to use
Public Rubric
Subject: Business  
Type: Assessment  
Grade Levels: Undergraduate

Powered by iRubric Customer Service Basics
  Non Performance

1 pts

Below Expectations

2 pts

Proficient

4 pts

First Impression

Non Performance

Late to the appointment with no phone call making customer aware of lateness. Parked in drive blocking customer's vehicles. Stood to close to door making customer uncomfortable when door was opened.
Below Expectations

A few minutes late but they did call customer as they were pulling in drive way. Parked partially blocking driveway.
Proficient

Arrived on time.
Does not park blocking customer's driveway unless necessary.
Vehicle clean and organized. Remembered customer's name, said Mr. or Mrs. Smith.
Personal Appearance

Non Performance

Bad body odor.
Hair not kept neat & trimmed. No ID.
Dirty clothes and shoes & shirt not tucked in.
Hands real dirty and attempted to shake the woman's hand. Flipped cigarette butt on ground in front of customer's home.
Below Expectations

Shirt not tucked in. Shoe laces not tied. Pants not pulled up. Plumbers crack obvious. Had ID, but turned backwards.
Proficient

Hair combed and neatly trimmed. Picture ID worn in plain site. Clothing neat and clean. Hands washed and clean. No offensive body odor. Put on shoe covers at the door before entering house.
Communication Skills

Non Performance

Service person said let's get at it I don't have all day. Does not listen to customer since they don't know anything about air conditioning or heat. Acts like they are being troubled to come work on their unit.
Below Expectations

Listened to part of what customer said but seemed disinterested. Never looked at the customer. They mostly looked around while customer was talking.
Proficient

Student listened to customer and was very polite, courteous and respectful. Asked pertinent questions & did not interrupt when customer was answering.
Conflicts & Arguments

Non Performance

Student told customer that it wasn't his fault that his unit tore up. Told them if you would have had the unit serviced regularly you wouldn't be in this fix.
Below Expectations

Student was not friendly.
Argued with customer and made them feel as if they weren't as smart as he/she was.
Proficient

Listened to customer's concerns and the description of what the customer has seen and heard. Smiled and assured the customer that this information would be very helpful in locating the problem.
The Service Call

Non Performance

Kept the customer in the dark as to what he/she found and went to the store with no explanation. Once unit was running just said it will cost this much.
Below Expectations

Took longer than it should to fix unit. Only partially cleaned up area.
Gave a bill but the repair explanation was incomplete.
Proficient

Student was able to answer customer questions accurately as well as make recommendations. Student explained the bill and exactly what was done.




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