JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF (Continued) Examples of Behaviors Your Rating: Customer Service Your Development 1 Effective 2 Highly Effective 3 1 2 3 Element Rationale Lets days” affect service to Makes eye contact with and Responds enthusiastically and Employees—enjoy the work “bad job-seekers or employers smiles at customers energetically to customer and believe the services, requests programs, and products Mumbles so that customers Welcomes each job-seeker or are important cannot hear or understand employer the contributor Maintains an upbeat attitude, comes into contact with regardless of what else Uses body language such as may be going on frowns or lack of eye contact Makes an effort to be helpful to that communicate any customer who asks or Projects goodwill to all dissatisfaction to customers appears to need assistance customers and coworkers Moves lethargically in response Maintains a cheerful disposition Demonstrates a and “sparkle” to customers of appropriate fun Embraces change
JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF (Continued) Customer Service Element Examples of Behaviors Your Rating: Your Rationale Development 1 Effective 2 Highly Effective 3 1 2 3 Employees—enjoy the work and believe the services, programs, and products are important Lets “bad days” affect service to job-seekers or employers Mumbles so that customers cannot hear or understand Uses body language such as frowns or lack of eye contact that communicate dissatisfaction to customers Moves lethargically in response to customers Makes eye contact with and smiles at customers Welcomes each job-seeker or employer the contributor comes into contact with Makes an effort to be helpful to any customer who asks or appears to need assistance Maintains a cheerful disposition Responds enthusiastically and energetically to customer requests Maintains an upbeat attitude, regardless of what else may be going on Projects goodwill to all customers and coworkers Demonstrates a “sparkle” and of appropriate fun Embraces change
Workforce-Centers-Handbook-April-2017-1.docx