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iRubric: Customer Service Skills rubric

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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.

Powered by iRubric 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.



Keywords:
  • Customer Service, Difficult Calls, Call Resolution

Subjects:

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