Boise State University Performance Evaluation Student-­‐Centered Service Rubric Rating Guide: (3) EX – Exemplary Performance: This employee performs at a level which results in significant accomplishments that may not have been otherwise achieved. (2) SS – Solid Sustained Performance (Exceeds Expectations): This employee demonstrates performance that results in significant accomplishments that may not have been otherwise achieved. (1) APS – Achieves Performance Standards: This employee meets job expectations. OR This employee is developing new skills and gaining new knowledge. (0) DNA – Does Not Achieve Performance Standards: This employee’s performance needs improvement and/or is inconsistent or unacceptable. Item Criteria DNA – Does Not Achieve Performance Standards APS – Achieves Performance Standards SS – Solid Sustained Performance EX -­‐ Exemplary Performance Standard: Customer Service Definition: Describes how well the employee works with internal and external customers to achieve desired results and maintain positive customer relationships and professional image. Employee expected to be polite and efficient in working with customers. 1. Comprehensive Responsiveness Employee unable to establish relationship with customer so unable to identify needs. Customer breaks off interaction without addressing needs. Employee acknowledges customer. Employee eventually identifies customer’s needs. Employee solves concerns given enough time and/or assistance. 2. Efficiency Employee does not listen to the customer or ask questions to ensure accurate issue resolution. Employee is unable to explain policies and procedures. Employee does not refer appropriately and makes promises or agrees to do things, but does not follow through. Employee listens to the customer or asks questions to ensure issue resolution. Employee does explain policies and procedure with time or/assistance. Employee does sometimes refer but is slow to follow through. 2.d. Listening and Clear Communication Does not understand the needs and concerns of the customers. Does not clearly communicate time frames or expectations to Develops a clear understanding of customer’s needs and concerns Maintains clear communication Employee acknowledges customer in a professional manner. Employee recognizes and addresses customer needs. Employee partners with customer to solve concerns within a reasonable amount of time. Employee listens to the customer or asks questions to ensure accurate issue resolution. Employee does explain policies and procedure without assistance. Employee provides customer with a referral. Employee follows through and responds to customers’ requests, questions and complaints in a timely manner. Employee immediately acknowledges customer in a professional manner. Employee easily and quickly recognizes customer needs and the best solution for the customer. Employee partners with customer to solve concerns quickly. Employee listens to the customer or asks questions to ensure accurate issue resolution. Employee quickly identifies relevant policies and procedures, and makes sure customer understands relevance. Employee provides customer with an accurate referral. Employee follows through and responds to customers’ requests, questions and complaints quickly. Asks customers specific, probing questions in order to develop a full understanding of their needs and concerns Student-­‐Centered Service Rubric – REV Jan 2015 Strategic Project Sponsored by Academic Affairs and Student Affairs Human Resource Services 1 customer. Does not share information with all appropriate people. 2.e. Empathy and Conflict Management 2.f. Respect and Inclusive Practices with customers regarding expectations and time frames Keeps others informed and up-­‐
to-­‐date about tasks or customers needs Understands and is able to discuss the logical sequence of events when communicating actions to customer Employee is not approachable, Employee is approachable. patient or present. Employee Employee shows some empathy says nothing or ignores by restating customer’s words. customer’s feelings. Employee Employee shows some concern does show concern for the for the customer. Employee customer or a willingness to help. shows some willingness to help. Employee does not apologize, if Employee moves to resolve needed. Employee depends on conflict too quickly. supervisor to handle all conflicts. Employee may need supervisor assistance to handle conflicts. Is discourteous or unprofessional toward the public or other state employees Does not cooperate and avoids working with other employees. Is courteous and professional toward the public or other state employees. Employee acknowledges customer and is approachable. Employee frequently uses empathetic responses. Employee shows concern for the customer and willingly works with customer to effectively resolve conflicts. Employee handles conflict without supervisor assistance. Employee acknowledges customer, is approachable, patient and present. Employee consistently uses a variety of empathetic responses accurately and checks in with customer throughout the interaction (in person or on phone). Addresses conflicts in a timely and constructive manner in order to create a win-­‐win situation for all involved parties. Can be depended upon to find a solution for nearly any problem that crops up within own work area. Works to build cooperative and respectful relationship with customers and other employees Student-­‐Centered Service Rubric – REV Jan 2015 Strategic Project Sponsored by Academic Affairs and Student Affairs Human Resource Services 2