Examples of Behaviors Your Rating: Customer Service Your Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3 Element Rationale Swears anyplace in the Treats customers with dignity Takes the extra step to be sure Maintains a Courteous workplace and respect customers feel Workplace—ensures that comfortable, even in professionalism rules the Ignores customers if it doesn’t Listens patiently to customers uncomfortable situations day, addresses conflicts seem the employee has the Is approachable directly but respectfully, ability to help them Follows up with customer to Makes a best effort to help the directly and personally be sure the help was Cuts customers off when they are customer before handing off introduce a customer who appropriate speaking to someone else needs help from someone Uses body language that Gives customer own name Explains who can best help the else to that person communicates to the customer and contact information customer and why bother me” and promises to help with “you Escorts the customer directly to other questions or needs the customer who to go to the person who can best help for help Before referring customer to Informs the person who can best another individual, learns Points to or yells across the room help the customer, if busy, all customer needs and at the person the customer and then tells the customer helps with all those things needs for help how long a wait to expect that can be helped with Understands that the customers first who have the greatest need likely have the most difficult time knowing their own needs
Customer Service Element Examples of Behaviors Your Rating: Your Rationale Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3 Maintains a Courteous Workplace—ensures that professionalism rules the day, addresses conflicts directly but respectfully, directly and personally introduce a customer who needs help from someone else to that person Swears anyplace in the workplace Ignores customers if it doesn’t seem the employee has the ability to help them Cuts customers off when they are speaking Uses body language that communicates to the customer “you bother me” the customer who to go to for help Points to or yells across the room at the person the customer needs for help Treats customers with dignity and respect Listens patiently to customers Is approachable Makes a best effort to help the customer before handing off to someone else Explains who can best help the customer and why Escorts the customer directly to the person who can best help Informs the person who can best help the customer, if busy, and then tells the customer how long a wait to expect Understands that the customers who have the greatest need likely have the most difficult time knowing their own needs Takes the extra step to be sure customers feel comfortable, even in uncomfortable situations Follows up with customer to be sure the help was appropriate Gives customer own name and contact information and promises to help with other questions or needs Before referring customer to another individual, learns all customer needs and helps with all those things that can be helped with first