Rubric

Communicating on the Telephone

Performance Criteria

5 4 3 2 1

Calls are answered promptly, clearly and politely in accordance with

organization standards

Friendly assistance is offered to the caller and the purpose of the call is
accurately established

Details are repeated to caller to confirm understanding

Callers enquiries are responded to or transferred to the appropriate

location/person

Where appropriate, opportunities are taken to promote products and services

Purpose of the call is clearly established prior to calling

Telephone manner is polite and courteous at all times

Active listening and questioning are used to ensure effective two-way

communication

5 4 3 2 1

Calls are answered promptly, clearly and politely in accordance with organization standards