Examples of Behaviors Your Rating: Customer Service Your Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3 Element Rationale Fail to acknowledge them as they Says you for using the Adds value to the customer’s Closes Customer “Thank leave today” experience by explaining Interactions—Make upcoming events such as employers and job-seekers Acknowledges them with an Invites the customer to return workshops that may be of feel that they are valued insincere tone of voice Asks if the can serve any family interest parts of the Calls out you” over the or friends of the customer “thank Asks the customer what other shoulder instead of taking the Tells the customer to have a needs the contributor can time to sincerely thank the great day help with customer Refers customer to at least one Refers the customer to Allow them to walk out the door additional service for which additional services for Fails to check with customers to he or she is qualified which he or she is suitable see if they have more needs Gives the customer a call-back Solicits customer feedback on number or e-mail and says how well the Center met let me know how this “please his or her needs turns out for you” Provide follow up assistance Greet the customer by name and as appropriate with says something like to customers “Great see you” JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF CUSTOMER SERVICES (Continued) Examples of Behaviors Your Rating:
Customer Service Element Examples of Behaviors Your Rating: Your Rationale Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3 Closes Customer Interactions—Make employers and job-seekers feel that they are valued parts of the Fail to acknowledge them as they leave Acknowledges them with an insincere tone of voice Calls out “thank you” over the shoulder instead of taking the time to sincerely thank the customer Allow them to walk out the door Fails to check with customers to see if they have more needs Says “Thank you for using the today” Invites the customer to return Asks if the can serve any family or friends of the customer Tells the customer to have a great day Refers customer to at least one additional service for which he or she is qualified Gives the customer a call-back number or e-mail and says “please let me know how this turns out for you” Greet the customer by name and says something like “Great to see you” Adds value to the customer’s experience by explaining upcoming events such as workshops that may be of interest Asks the customer what other needs the contributor can help with Refers the customer to additional services for which he or she is suitable Solicits customer feedback on how well the Center met his or her needs Provide follow up assistance as appropriate with customers JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF CUSTOMER SERVICES (Continued) Examples of Behaviors Your Rating:
Workforce-Centers-Handbook-April-2017-1.docx