Teamwork/Communication and Interpersonal Skills

Exceptional (E)

• Graceful and tactful under pressure with customers
• Always patient, competent, and professional with customers
• Excellent at customer relations
• Resourceful in finding solutions to problems
• Always delivers on promises
• Relates exceptionally well to administration, faculty and staff
• Diffuses irritated customers with ease
• Keen to others’ needs and volunteers before asked
• Immediately puts clients requests above other work
• Establishes rapport with very diverse constituency
• Always asks others if they can assist
• Shares ideas freely but sensitive to others feelings/perspectives
• Will do what it takes to work with others
• Works toward team goals without consideration of personal effect

Successful (S)

• Consistently competent and professional with customers
• Solves customer problems with speed and accuracy
• An able representative
• Courteous and knowledgeable
• Professional presentation
• Handles customer relations well
• Works well with other departments
• Puts good of organization above that of department
• Is flexible with priorities
• Willing to cooperate and help others when needed
• Compliant to others’ needs
• Real team player
• Effective representative of department

Learning Curve (LC)

• Acceptable level of customer service at this time
• Demonstrates capability to assist customer with inquiries and asks questions of colleagues to learn how to handle more complex issues
• Displays pleasant attitude toward students, faculty and staff
• Displays pleasant attitude about assigned tasks and continues to learn
• Shows eagerness to help out in the department
• Seems aware of department needs and puts forth effort to assist

Needs Development (ND)

• Gets annoyed by customers with a lot of questions
• Sometimes gets sarcastic or abrupt
• Presents a sloppy and uncaring image
• Customer relation skills need improvement
• On several occasions has lost temper/patience with customers
• Conducts personal phone conversations while customers wait
• Will object to work when it interferes with schedule
• Is often reluctant to help others on the job
• Will not bend on views without coercion
• Shows lack of cooperation on team projects

Unsatisfactory (U)

• Frequently impolite
• Very weak customer relation skills
• Ignores or condescending to customers
• Chews gum while speaking with customers
• Raises voice when working with a customer
• Unwilling to cooperate
• Will not change views
• Inflexible and noncompliant
• Ignores/refuses to follow rules