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  • Poor 10 Pts Show No Understanding Fair 20 Pts Shows Little Good 30 Pts Show Good Above and Beyond 40 Pts Demonstrates Complete

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    EL Fuentes
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    TELEPHONE-SKILLS-RUBRIC.docx

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    19 vizualizări2 pagini

    Poor 10 Pts Show No Understanding Fair 20 Pts Shows Little Good 30 Pts Show Good Above and Beyond 40 Pts Demonstrates Complete

    Încărcat de

    EL Fuentes

    Drepturi de autor:

    © All Rights Reserved
    Descărcați ca DOCX, PDF, TXT sau citiți online pe Scribd
    Indicator pentru conținut neadecvat
    din 2

    Fair Good Above and Beyond

    Poor
    20 pts Shows little 30 pts Show good 40 pts Demonstrates complete
    10 pts Show no understanding
    TELEPHONE SKILLS RUBRIC understanding of the understanding of the understanding of the competency.
    of the competency or does not
    competency or demonstrates competency. Demonstrates Demonstrates all appropriate
    demonstrate the action/task
    very few actions appropriate actions/tasks actions/tasks

    Poor Good
    Greeting Fair Above and Beyond
    CSR does not identify Clearly identify the
    10 pts
    themselves and/or the company/department and the
    How was the caller greeted by Limited greeting. None The CSR is enthusiastic and has a
    company or department. CSRs name.
    the CSR enthusiastic positive attitude
    Caller feels as if they are The caller feels that the call is
    interrupting the CSR welcomed

    Above and Beyond


    Caller Identification Poor Fair
    Good
    20 pts
    Is able to ID the caller with all three
    Caller must be properly Does not ID the caller or only Has at least two ID criteria but
    Follows three ID criteria. ID criteria in a seamless manner to
    identified has one ID criteria does not have three ID criteria
    the caller.

    Poor
    Good
    Fair Above and Beyond
    Tone
    Monotone
    10 pts Pleasant phone voice. Good
    Unenthusiastic Pace to too rapid or too slow. Clear and understandable. Pleasant,
    Voice tone and inflection steady rate of speech. Clear
    not positive CSR is difficult to understand cheerful tone.
    and understandable.
    Sounds annoyed or distracted

    Above and Beyond


    Good
    Effective Listening Poor Fair Paraphrasing and questions are
    40 pts Paraphrasing used appropriately and not over
    Ability to listen to the caller and Unable to determine the callers Able to identify part of the Asking Questions used.
    identify their need question or issue callers question or issue Concentrate on what the caller Quickly and efficiently identifies the
    is saying callers question or issue to the
    caller.

    Above and Beyond


    Poor Good
    Fair Closes call with a restating of
    Close actions to be taken by the CSR,
    No close to the call Uses phrase such as "Is there
    1 0pts Uses a closing such as "Thank offers suggestions of other services,
    Hangs up without using a anything else I can assist you
    The close of the call should you for calling" or "Have a nice Uses phrase such as "Is there
    closing phrase such as "Than with today". Uses a closing
    wrap up the call day" but does not offer anything else I can assist you with
    you for calling" or "Have a nice such as "Thank you for calling"
    additional assistance today". Uses a closing such as
    day" or "Have a nice day"
    "Thank you for calling" or "Have a
    nice day"

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