iRubric: Customer Service Skills rubric

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Customer Service Skills Customer Service Skills Call center customer service representatives (and other claims representatives) should be able to recall the LAST (Listen, Acknowledge/Apologize, Solve, and Thank) customer service method and apply it to difficult customer call simulation scenarios to aid in creating a positive customer experience. Rubric Code: AXCB236 By IMAC24 Ready to use Public Rubric Subject: Communication Type: Assessment Grade Levels: Undergraduate

Customer Service SKills
	4 5 pts	3 4 pts	2 3 pts	1 2 pts
Vocal Tone/Quality	4 Good, clear, strong vocal tone and quality of voice. Remains pleasant and professional throughout entire interaction.	3 Good vocal tone and/or quality of voice. Does not raise voice or appear to emotionally react to interaction.	2 Speaks clearly and loudly enough for the customer to hear. Does not appear to raise voice or appear to emotionally react to interaction.	1 Vocal tone is difficult to hear at times. Does not present in a pleasant and professional manner at one point in the interaction.
Language/Communication	4 Uses professional language throughout the interaction. Refrains from using company-specific terminology. Breaks down information into easier terms for the customer to understand.	3 Uses professional language throughout the interaction. Breaks down information into easier terms for the customer to understand..	2 Uses professional language throughout the interaction.	1 Uses professional language through part of the interaction. Uses slang and/or company-specific language to the customer.
Problem Solving Skills	4 Is clearly able to resolve the customer issue. Both parties walk away feeling good about the way the interaction ended. Drives customer loyalty.	3 Is clearly able to resolve the customer issue. Both parties walk away feeling good about the way the interaction ended.	2 Is mostly able to resolve the customer issue. Both parties walk away feeling ok about the way the interaction ended.	1 Is mostly able to resolve the customer issue. Both parties walk away feeling a bit uncertain about the way the interaction ended.