JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF (Continued) Examples of Behaviors Your Rating: Customer Service Your Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3 Element Rationale Makes people wait while Asks customers questions that Listens with empathy to Customer-Focus and finishing personal business or identify their needs understand both the meet having conversations with customer’s experience and costumers needs in a way Helps customers identify and other employees the customer’s need that they feel that they are solve their problems the Center's priority while Interrupts customers, finishes Offers the customer solutions Goes to the customers to greet in contact with them their sentences, or otherwise with many options them does not listen to them Goes above and beyond the customers not part job description to help “That’s of my job” customers Ignores customers if it doesn’t Makes a best effort to help the Follows up with customer to Introduce Customers to the seem the employee has the customer before handing off be sure the help was Person Who Can ability to help them to someone else appropriate and personally introduce a customer who Tells the customer who to go to Explains who can best help the Gives customer own name needs help from someone for help customer and why and contact information else to that person and promises to help with Points to or yells across the room Escorts the customer directly to other questions or needs at the person the customer the person who can best help needs for help Informs the person who can best Before referring customer to help the customer, if busy, another individual, learns and then tells the customer customer needs and/or how long a wait to expect barriers. Assist and refer to resolve identified needs and barriers
JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF (Continued) Customer Service Element Examples of Behaviors Your Rating: Your Rationale Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3 Customer-Focus and meet costumers needs in a way that they feel that they are the Center's priority while in contact with them Makes people wait while finishing personal business or having conversations with other employees Interrupts customers, finishes their sentences, or otherwise does not listen to them customers “That’s not part of my job” Asks customers questions that identify their needs Helps customers identify and solve their problems Goes to the customers to greet them Listens with empathy to understand both the customer’s experience and the customer’s need Offers the customer solutions with many options Goes above and beyond the job description to help customers Introduce Customers to the Person Who Can and personally introduce a customer who needs help from someone else to that person Ignores customers if it doesn’t seem the employee has the ability to help them Tells the customer who to go to for help Points to or yells across the room at the person the customer needs for help 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 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 customer needs and/or barriers. Assist and refer to resolve identified needs and barriers