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iRubric: Citizen Interaction - JJ rubric
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Citizen Interaction - JJ
Customer Service
The candidate will engage with citizens.
Rubric Code:
P2248WW
By
jjackson701
Ready to use
Public Rubric
Subject:
Communication
Type:
Assessment
Grade Levels:
Undergraduate
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Customer Service Skills Assessment
Does Not Meet
3 pts
Below Expectations
6 pts
Approaches Expectations
7 pts
Meets Expectations
8 pts
Above Expectations
9 pts
Exceeds Expectatons
10 pts
Identifies Customer Needs
Does Not Meet
Unable to establish relationship with customer so unable to identify needs. Customer breaks off interaction without seeking other assistance.
Below Expectations
Unable to identify needs and/or does not listen to the customer. Customer expresses extreme frustration, including, but not limited to, asking for other assistance.
Approaches Expectations
Eventually identifies customers needs.
Meets Expectations
Recognizes customer's needs and customer type (D,I,S, or C)
Above Expectations
Easily and quickly recognizes customer needs, customer type and is able to brainstorm a couple of options for particular customer.
Exceeds Expectatons
Easily and quickly recognizes customer needs, customer type, and the best solution for the particular customer.
Solves Problems
Does Not Meet
Does not attempt to solve problem.
Below Expectations
Attempts to solve problem, but solution is not accurate
Approaches Expectations
Solves problem eventually given enough time and/or assistance
Meets Expectations
Solves problem within a reasonable amount of time
Above Expectations
Solves problem quickly.
Exceeds Expectatons
Solves problem quickly---takes ownership of the problem(s).
Explains policies
Does Not Meet
Is unable to explain policies and procedures.
Below Expectations
Does not explain policies and procedures accurately.
Approaches Expectations
Reads policy---no interpretation or clarification
Meets Expectations
Describes at the appropriate level
Above Expectations
Describes and interprets at the appropriate level
Exceeds Expectatons
Describes, interprets and clarifies at the appropriate level.
Uses appropriate tone of voice
Does Not Meet
Sounds, bored, cold, may match angry tone of customer
Below Expectations
Sounds, bored, detached.
Approaches Expectations
Uses indifferent, neutral tone--not friendly welcoming, or warm.
Meets Expectations
Frequently uses warm, pleasant tone.
Above Expectations
Consistently uses warm, pleasant tone.
Exceeds Expectatons
Consistently uses warm, pleasant tone and smiles (whether on phone or in person) to add to an already welcoming demeanor.
Uses appropriate word choice
Does Not Meet
Consistently uses inappropriate telephone etiquette or uses negative word choice.
Below Expectations
Frequently uses inappropriate telephone etiquette or uses negative word choices
Approaches Expectations
Occasionally uses appropriate etiquette and positive word choices
Meets Expectations
Frequently uses appropriate etiquette and positive word choices.
Above Expectations
Consistently uses appropriate etiquette and positive word choices
Exceeds Expectatons
Consistently uses appropriate etiquette and positive word choices, and serves as a role model/trainer for peers
Empathizes with customer
Does Not Meet
Says nothing or ignores customer's feelings.
Below Expectations
Simply restates customer's words.
Approaches Expectations
Simply restates customer's words---moves to action too quickly.
Meets Expectations
Frequently uses empathetic responses accurately.
Above Expectations
Consistently uses a variety of empathetic responses accurately.
Exceeds Expectatons
Consistently uses a variety of empathetic responses accurately, and checks-in on customer throughout the interaction (in person or on-phone.)
Feedback
Does Not Meet
Below Expectations
Approaches Expectations
Meets Expectations
Above Expectations
Exceeds Expectatons
Keywords:
meeting expectations
Subjects:
Communication
Types:
Assessment
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