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 Uses a rude or insincere tone of Smiles when greeting customers Acknowledges customers Prompt, Friendly when greeting within 10 seconds of the the Greets customers with a phrase or employers customer walking in customers who come in, such as be with you in a “I’ll put them at ease, respect Makes customers ask for moment” or may I help Asks someone else to help a “How their time assistance before offering any you?” customer who must wait Recognizes return customers Frowns when greeting customers Returns phone calls by and greets them by name Makes customers wait even when Apologizes for waits the Center isn’t busy Places job orders the same day they are received Posts job orders within 2 Takes breaks instead of assisting hours waiting customers Answers phone by the third ring Answers the phone after the Assumes customers have Smiles when answering the first ring computer skills and/or know phone Returns calls within one hour Kansas JobLink Returns phone calls later than next business day Takes more than 1 business day to post an employers’ job order JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF CUSTOMER SERVICES
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 Prompt, Friendly the customers who come in, put them at ease, respect their time Uses a rude or insincere tone of when greeting or employers Makes customers ask for assistance before offering any Frowns when greeting customers Makes customers wait even when the Center isn’t busy Takes breaks instead of assisting waiting customers Assumes customers have computer skills and/or know Kansas JobLink Returns phone calls later than next business day Takes more than 1 business day to post an employers’ job order Smiles when greeting customers Greets customers with a phrase such as “I’ll be with you in a moment” or “How may I help you?” Returns phone calls by Places job orders the same day they are received Answers phone by the third ring Smiles when answering the phone Acknowledges customers within 10 seconds of the customer walking in Asks someone else to help a customer who must wait Recognizes return customers and greets them by name Apologizes for waits Posts job orders within 2 hours Answers the phone after the first ring Returns calls within one hour JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF CUSTOMER SERVICES
Workforce-Centers-Handbook-AUG-2018.docx