Local Area IV Customer Service Grid JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF Examples of Behaviors Your Rating: Customer Service Your Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3 Element Rationale the customer that not Greets job-seekers and Takes initiative to tailor Customer “that’s our problem” employers promptly and services within ethical, services, cheerfully, despite whatever moral, and legal programs, and products Tells the customer used what “I else is going on boundaries the customer can use to you gave me, so it’s not my meet their needs; fault” Finds errors up front, and Asks customers questions that flexibility in approach takes the initiative to fix identify their needs Does not assist customers, them without a customer whether employers or customers see how 1st complaint services help with their needs or creates services Takes customers literally instead Apologizes for customers’ specific to the customer’s of listening for deeper problems, and reassures that unique needs customer needs we can help Go above and beyond to serve Tells the customer that the way Tells the customer see “Let’s the customer by asking if 1st offers the service is the how I can help” there is anything else you only way it can be received Sees to it that each employer or can do for them and giving job-seeker is placed into them your contact contact with the person information for future use to assist JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF CUSTOMER SERVICES WICHITA (Continued)
Local Area IV Customer Service Grid JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF Customer Service Element Examples of Behaviors Your Rating: Your Rationale Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3 Customer services, programs, and products the customer can use to meet their needs; flexibility in approach the customer that “that’s not our problem” Tells the customer “I used what you gave me, so it’s not my fault” Does not assist customers, whether employers or Takes customers literally instead of listening for deeper customer needs Tells the customer that the way 1st offers the service is the only way it can be received Greets job-seekers and employers promptly and cheerfully, despite whatever else is going on Asks customers questions that identify their needs customers see how 1st services help with their needs Apologizes for customers’ problems, and reassures that we can help Tells the customer “Let’s see how I can help” Sees to it that each employer or job-seeker is placed into contact with the person to assist Takes initiative to tailor services within ethical, moral, and legal boundaries Finds errors up front, and takes the initiative to fix them without a customer complaint or creates services specific to the customer’s unique needs Go above and beyond to serve the customer by asking if there is anything else you can do for them and giving them your contact information for future use JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF CUSTOMER SERVICES WICHITA (Continued)
Workforce-Centers-Handbook-April-2017-1.docx