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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