ROLE-PLAY ASSESSMENT CRITERIA FOR CUSTOMER SERVICE ROLES HR
For each assessment criterion, rate the candidate's performance on a scale of 1 to 5, with 1 being the lowest and 5 being the highest, based on their performance during the role-play scenario.
Scoring Scale |
1: Poor | 2: Below Average | 3: Average | 4: Above Average | 5: Excellent |
Assessment Criteria | Description | Score (1-5) |
Customer Interaction Skills
| Empathy and Active Listening: Assess the candidate's ability to empathize with customer concerns and actively listen to their needs and feedback during the role-play scenario. Customer-Centric Approach: Evaluate how well the candidate places the customer's interests at the forefront of the interaction, Professionalism: Consider the candidate's professionalism, including politeness, patience, and the ability to maintain a calm demeanor in challenging situations.
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Problem-solving and Decision-Making
| Issue Resolution: Measure the candidate's proficiency in identifying customer issues, analyzing them, and proposing effective solutions within the context of the role-play. Critical Thinking: Assess the candidate's ability to think critically under pressure, make informed decisions, and adapt their problem-solving approach to different scenarios. Resource Utilization: Evaluate whether the candidate effectively utilizes available resources (e.g., knowledge base, company policies) to resolve customer inquiries.
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Communication and Interpersonal Skills
| Clarity and Articulation: Assess the candidate's communication skills, including their ability to express ideas and solutions clearly and concisely. Conflict Resolution: Evaluate the candidate's capability to de-escalate conflicts, handle difficult customers, and turn negative interactions into positive experiences. Adaptability: Consider how well the candidate adjusts their communication style to match the customer's needs, whether they are dealing with a technical issue or providing general assistance.
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Product and Service Knowledge
| Product Familiarity: Evaluate the candidate's knowledge of the company's products or services, including their ability to explain features and benefits accurately. Policy and Procedure Awareness: Assess whether the candidate is aware of and can correctly apply company policies and procedures during the role-play scenario.
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Time Management and Efficiency
| Response Time: Measure the candidate's ability to provide timely responses and solutions, especially in scenarios where prompt assistance is essential. Task Prioritization: Evaluate how well the candidate prioritizes tasks and manages their workload when handling multiple customer inquiries simultaneously.
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