Customer Service Your Unacceptable 1 Acceptable 2 Exceptional 3 3 1 2 Element Rationale Says things like can’t help Asks questions that will help customers the Polite Understanding—take “We you,” don’t do that understand what the customer information they need, the time to understand the “We here,” or do you needs even if the contributor has customer’s situation and “What want?” to find it address it Matches customers’ needs to Shows patience and doesn’t Makes rude comments to or services rush customers about customers or Says what we can do” “Here’s Makes the customer feel as if when a customer makes a they’re the most important request that can’t be met person in the Center right Meets the customers “where now they are” without judgment or prejudice Fails to provide information Gives customers an answer that Gives customers answers that Get it Or Make it customers need limits them to a single option allows them to have Right—Focus on accurate, multiple options reliable, quality service to Provides customers with the Provides customers with employers and job-seekers information in timely fashion Follows up with customers to incorrect information ensure that the information Ensures that information going Passes the buck when told was what they needed to customers is up-to-date information was inaccurate Anticipates customers’ needs Responds quickly to customer Blames customers for not and has the correct problems knowing what they need information ready for Refers errors to the appropriate them person Recognizes when information Accurate information is is inaccurate, and takes organized and accessible initiative to correct it JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF CUSTOMER SERVICES (Continued) Examples of Behaviors Customer Service Your Rating: Your Element Rationale Unacceptable 1 Acceptable 2 Exceptional 3 3 1 2
Customer Service Element Your Rationale Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3 Polite Understanding—take the time to understand the customer’s situation and address it Says things like “We can’t help you,” “We don’t do that here,” or “What do you want?” Makes rude comments to or about customers or Asks questions that will help understand what the customer needs Matches customers’ needs to services Says “Here’s what we can do” when a customer makes a request that can’t be met Meets the customers “where they are” without judgment or prejudice customers the information they need, even if the contributor has to find it Shows patience and doesn’t rush customers Makes the customer feel as if they’re the most important person in the Center right now Get it Or Make it Right—Focus on accurate, reliable, quality service to employers and job-seekers Fails to provide information customers need Provides customers with incorrect information Passes the buck when told information was inaccurate Blames customers for not knowing what they need Gives customers an answer that limits them to a single option Provides customers with the information in timely fashion Ensures that information going to customers is up-to-date Responds quickly to customer problems Refers errors to the appropriate person Accurate information is organized and accessible Gives customers answers that allows them to have multiple options Follows up with customers to ensure that the information was what they needed Anticipates customers’ needs and has the correct information ready for them Recognizes when information is inaccurate, and takes initiative to correct it JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF CUSTOMER SERVICES (Continued) Customer Service Element Examples of Behaviors Your Rating: Your Rationale Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3