Rubric: Customer Service Skills - Lighthouse
[Pages:2]Rubric: 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.
Customer Service SKills
Vocal Tone/Quality
Excellent 5 pts
Excellent
Good, clear, strong vocal
tone and quality of voice. Remains pleasant and professional throughout entire call.
Above Expectations
4 pts
Above Expectations
Good vocal tone and/or quality of voice. Does not
raise voice or appear to
emotionally react to caller.
Consistent 3 pts
Consistent
Speaks clearly and loudly
enough for the caller to hear.
Does not appear to raise voice or appear to emotionally react to caller.
Inconsistent 2 pts
Inconsistent
Vocal tone is difficult to hear at times. Does not present in a
pleasant and professional manner at one point in the call.
Below Expectations
1 pts
Below Expectations
Vocal tone is difficult
throughout the call. Voice quality
changes to reflect an emotional response to the
caller.
Listening Skills
Excellent
Uses good active listening
skills throughout the
entire call. Does not interrupt caller
and encourages caller to speak.
Above Expectations
Uses good active listening skills through most of
the call. Does not interrupt caller and allows caller to speak.
Consistent
Listens to the caller and
allows the caller to speak
throughout some of the
call.
Inconsistent
Does not appear to listen to the caller throughout the entire call and asks the caller to repeat
some of the same information over again. Does not interrupt the
caller.
Below Expectations
Does not appear to listen to the caller l and asks
the caller to repeat the same information over again. Interrupts
the caller.
Use of LAST model
Excellent
Applies each level of the
LAST technique effectively. Creates a
smooth transition from one level to the
next in a natural manner.
Above Expectations
Applies each level of the LAST
technique effectively. Transitions from one level to the
next.
Consistent
Applies each level of the LAST technique effectively.
Inconsistent
Applies some of the LAST technique
effectively.
Below Expectations
Does not use the LAST technique.
Language/Communication
Excellent
Uses professional
language throughout the
call. Refrains from using company
specific terminology. Breaks down information into easier terms for the customer to understand.
Above Expectations
Uses professional
language throughout the
call. Breaks down information into easier terms for the customer to understand..
Consistent
Uses professional
language throughout the
call.
Inconsistent
Uses professional
language through part of the call. Uses
slang and/or company specific
language to the customer.
Below Expectations
Uses slang and/or company specific language to the customer
throughout the call.
Problem Solving Skills
Excellent
Is clearly able to resolve the
customer issue. Both parties walk away feeling good about the way the call ended. Drives customer
loyalty.
Above Expectations
Is clearly able to resolve the
customer issue. Both parties walk
away feeling good about the
way the call ended.
Consistent
Is mostly able to resolve the customer issue. Both parties
walk away feeling ok about the way the call
ended.
Inconsistent
Is mostly able to resolve the
customer issue. Both parties walk
away feeling a bit uncertain about the way the call ended.
Below Expectations
Is unable to resolve the customer issue. Both parties walk away feeling bad about the way the call ended. Creates an unhappy and dissatisfied customer for our
brand.
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Rubric Code: MX5B424
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