Quantity of Anticipates and answers customer or Work/ staff questions accurately, Productivity independently, and in understandable (continued) terms. Service Quality Receives compliments from customers Actively pursues the customers’ Does not respond to inquiries when and staff about quality of service. business. unclear of action to be taken. Takes the initiative to call customers or Offers alternatives and solutions - not Receives complaints from customers or co-worker to clear up details before problems. staff about quality of service. continuing with work. Says can” instead of can’t”. Does not offer solutions and dwells on “I “I Strong ability to identify within Responds quickly, professionally and the problems. processes, guidelines, policies and positively to every visitor or customer - Says can’t” instead of can.” “I “I procedures where flexibility in "How may I help you?" Does not respond quickly, professional application may occur allowing Receives occasional compliments from and positively to visitors, customers, or customers needs to be met. customers or staff about quality of staff. Consistently inspires confidence in service. Allows co-workers to answer the customers and staff by being thorough Each telephone call is answered and telephone and does not respond in a and personable. handled professionally, quickly, and professional, timely or accurate accurately. manner. Determines customers needs by Does not determine or clarify requests, clarifying their request, offering leave the customer hanging. alternatives and suggesting. Does not perform requests with a Performs all requests with a smile. or with a helpful attitude. Displays a glad to help you attitude. Encounters end abruptly, without the customers to insure that positive resolution. “Delight” each encounter ends with total satisfaction.
Quantity of Work/ Productivity (continued) Anticipates and answers customer or staff questions accurately, independently, and in understandable terms. Service Quality Receives compliments from customers and staff about quality of service. Takes the initiative to call customers or co-worker to clear up details before continuing with work. Strong ability to identify within processes, guidelines, policies and procedures where flexibility in application may occur allowing customers needs to be met. Consistently inspires confidence in customers and staff by being thorough and personable. Actively pursues the customers’ business. Offers alternatives and solutions - not problems. Says “I can” instead of “I can’t”. Responds quickly, professionally and positively to every visitor or customer - "How may I help you?" Receives occasional compliments from customers or staff about quality of service. Each telephone call is answered and handled professionally, quickly, and accurately. Determines customers needs by clarifying their request, offering alternatives and suggesting. Performs all requests with a smile. Displays a glad to help you attitude. “Delight” the customers to insure that each encounter ends with total satisfaction. Does not respond to inquiries when unclear of action to be taken. Receives complaints from customers or staff about quality of service. Does not offer solutions and dwells on the problems. Says “I can’t” instead of “I can.” Does not respond quickly, professional and positively to visitors, customers, or staff. Allows co-workers to answer the telephone and does not respond in a professional, timely or accurate manner. Does not determine or clarify requests, leave the customer hanging. Does not perform requests with a or with a helpful attitude. Encounters end abruptly, without positive resolution.
perf-standards-matrix-techskills.docx