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iRubric: Customer Service rubric
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Customer Service
Customer Service
Call center customer service representatives using FIRST to give excellent customer service (FIND, INQUIRE, RELATE,SOLVE, THANK)
Rubric Code:
J2486B3
By
daleoryan
Ready to use
Public Rubric
Subject:
Communication
Type:
Assessment
Grade Levels:
Undergraduate
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Desktop Mode
Mobile Mode
Customer Service SKills
Excellent
5 pts
Above Expectations
4 pts
Consistent
2 pts
Below expectations
1 pts
F- Find your customer
Excellent
CSR greeted the customer within 2 seconds of call opening. CSR used friendly tone and quality of voice. CSR used customers name and introduced themselves by name.
Above Expectations
CSR greeted the customer within 2 seconds of call opening. CSR used clear tone and quality of voice. CSR did not use customers name and/or introduce themselves by name.
Consistent
CSR has delay in greeting the customer. CSR uses clear tone and quality of voice. CSR fails to use customer name and/or introduce themselves by name
Below expectations
CSR has delay in greeting the customer. CSR uses unfriendly tone and quality of voice. CSR fails to use customer name and/or introduce themselves by name
I- Inquire about customer needs
Excellent
CSR uses good active listening skills throughout the entire call. Does not interrupt caller and encourages caller to speak. CSR locates wants and needs and probes to locate the customers project for full understanding of needs.
Above Expectations
CSR uses good active listening skills through most of the call. Does not interrupt caller and allows caller to speak. Asks basic questions to understand the need.
Consistent
CSR listens to the caller and allows the caller to speak throughout some of the call. Does not use probing questions to locate more information.
Below expectations
CSR does not appear to listen to the caller and asks the caller to repeat some of the same information over again. CSR interrupts the callers.
R- Relate to your customer
Excellent
CSR uses genuine empathy for the customer, talks about relatable experiences they have had and builds a solid connection with the customer.
Above Expectations
CSR uses genuine empathy for the customer, and relating statements.
Consistent
CSR uses empathy statements but does not show genuine empathy. CSR fails to use relating statements with customer.
Below expectations
CSR fails to show empathy or attempt to relate the customer at all.
S- Solve the concern
Excellent
CSR understands the concerns, finds multiple good solutions for the customer allowing them to
choose the best one for them and implements it. CSR follows up to ensure the issue actually resolves.
Above Expectations
CSR understands the concerns, finds a good solution for the customer and implements it. CSR follows up to ensure the issue actually resolves.
Consistent
CSR understands the concern and finds the minimal resolution to it. CSR does not offer to follow through.
Below expectations
CSR fails to resolve the concern on the call or solves incorrectly requiring the customer to call back.
T-Thank your Customer
Excellent
CSR recaps the call and actions taken for the customer and thanks them for their business and time. Asks for any additional assistance.
Above Expectations
CSR thanks them for their business and time. Asks for any additional assistance.
Consistent
CSR thanks the customer for calling. Asks for any additional assistance.
Below expectations
CSR fails to close the call with any appreciation for the customer.
Keywords:
Customer Service, Difficult Calls, Call Resolution
Subjects:
Communication
Types:
Assessment
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