Page 1 of 1
Customer Satisfaction Rubric
Instructions for Agents
:
• After the Customer Satisfaction Simulation session, review the recording of the simulation uploaded to the LMS.
• Use the following Customer Satisfaction Rubric to evaluate your own performance and reflect on your communication choices.
Instructions for Facilitators:
After participating in the simulation, please rate the Customer Service Agent’s performance accordingly.
0 - not likely at all
10 - very likely
Please rate your satisfaction with your most recent Customer Service call.
*
0
1
2
3
4
5
6
7
8
9
10
The agent was professional and courteous.
*
0
1
2
3
4
5
6
7
8
9
10
The agent effectively resolved my issue or question.
*
0
1
2
3
4
5
6
7
8
9
10
I am likely to recommend this company to others.
*
0
1
2
3
4
5
6
7
8
9
10
Please write 2-3 communication strategies that the Customer Service Agent (Guru) can improve on (e.g. active listening, HEARD, empathy, conflict resolution, de-escalation techniques, time management) and specific ways to employ these in future calls.
*
Submit