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iRubric: Telephone Skills rubric

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Telephone Skills Telephone Skills Evaulation of telephone skills as demostrated during mock customer service calls Rubric Code: J8X975 By jeffgricar Ready to use Public Rubric Subject: (General) Type: (Other) Grade Levels: Undergraduate

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	Poor Show no understanding of the competency or does not demonstrate the action/task 1 pts	Fair Shows little understanding of the competency or demonstrates very few actions 2 pts	Good Show good understanding of the competency. Demonstrates appropriate actions/tasks 3 pts	Above and Beyond Demonstrates complete understanding of the competency. Demonstrates all appropriate actions/tasks 4 pts
Greeting 1 pts How was the caller greeted by the Pharmacy Technician Student	Poor Student does not identify themselves and/or the Pharmacy department. Caller feels as if they are interrupting the CSR	Fair Limited greeting. None enthusiastic	Good Clearly identify the company/department and the CSRs name. The caller feels that the call is welcomed	Above and Beyond The CSR is enthusiastic and has a positive attitude
Caller Identification 2 pts Caller must be properly identified	Poor Does not ID the caller or only has one ID criteria	Fair Has at least two ID criteria but does not have three ID criteria	Good Follows three ID criteria.	Above and Beyond Is able to ID the caller with all three ID criteria in a seamless manner to the caller.
Tone 1 pts Voice tone and inflection	Poor Monotone Unenthusiastic not positive Sounds annoyed or distracted	Fair Pace to too rapid or too slow. CSR is difficult to understand	Good Pleasant phone voice. Good steady rate of speech. Clear and understandable.	Above and Beyond Clear and understandable. Pleasant, cheerful tone.
Effective Listening 4 pts Ability to listen to the caller and identify their need	Poor Unable to determine the callers question or issue	Fair Able to identify part of the callers question or issue	Good Paraphrasing Asking Questions Concentrate on what the caller is saying	Above and Beyond Paraphrasing and questions are used appropriately and not over used. Quickly and efficiently identifies the callers question or issue to the caller.
Close 1 pts The close of the call should wrap up the call	Poor No close to the call Hangs up without using a closing phrase such as "Than you for calling" or "Have a nice day"	Fair Uses a closing such as "Thank you for calling" or "Have a nice day" but does not offer additional assistance	Good Uses phrase such as "Is there anything else I can assist you with today". Uses a closing such as "Thank you for calling" or "Have a nice day"	Above and Beyond Closes call with a restating of actions to be taken by the CSR, offers suggestions of other services, Uses phrase such as "Is there anything else I can assist you with today". Uses a closing such as "Thank you for calling" or "Have a nice day"

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