Corporate
Customer Service skills assessment
Score how consistently your team listens, solves problems and follows through for customers. Useful for contact centres, service desks and front-line teams that need comparable quality data.
- 14 skills to score
- 1–10 scale on every skill
- 7 starting levels
The 14 Customer Service skills you can score
These are the default Customer Service skills in SkillScorer. Each one is scored from 1 to 10 for every employee, and you can edit, remove or add skills at any time.
Communication
Clarity and professionalism in verbal and written communication.
Active Listening
Ability to listen attentively and fully understand customer needs.
Problem Solving
Ability to identify and resolve customer issues effectively.
Empathy
Ability to understand and acknowledge the customer's perspective.
Product Knowledge
Depth of knowledge of products and services to assist customers.
Patience
Ability to remain calm and composed with difficult customers.
Response Time
Speed and efficiency in responding to customer enquiries.
Follow Through
Ability to follow up and ensure issues are fully resolved.
Professionalism
Consistency of professional conduct and presentation.
De-escalation
Calms upset customers with a steady tone, acknowledges the issue and moves to a solution.
Ownership
Takes responsibility for the customer's issue until it is resolved, rather than passing it on.
Written Communication
Writes emails, chats and messages that are clear, courteous and free from jargon.
Systems and Tools Use
Uses the CRM, ticketing and knowledge base accurately to serve customers faster.
Service Recovery
Turns mistakes into positive experiences by apologising, fixing the problem and following up.
Levels included with Customer Service
Customer Service starts with 7 levels, which SkillScorer calls “Grade” for corporate, so employees can be grouped and compared fairly. Rename, reorder or replace them at any time.
- Graduate
- Junior
- Intermediate
- Senior
- Lead
- Manager
- Executive
How Customer Service works in SkillScorer
Score
Each employee in a department is scored on the Customer Service skills in the Skills Matrix: tap a cell, type a score, and it saves itself.
Compare
Rank employees, compare two side by side, or compare your departments against each other to see exactly where the strengths and gaps are.
Track
Scores are kept year after year, so you can see who is improving and which Customer Service skills need attention. Reports also follow each team leader's department.
Customer Service scorecard: common questions
What skills does the Customer Service scorecard include?
SkillScorer's Customer Service scorecard covers 14 skills: Communication, Active Listening, Problem Solving, Empathy, Product Knowledge, Patience, Response Time, Follow Through, Professionalism, De-escalation, Ownership, Written Communication, Systems and Tools Use and Service Recovery. Each one comes with a written description of what it measures, and you can edit, rename, remove or add skills to suit your organisation.
How are employees scored in Customer Service?
Every employee is scored from 1 to 10 on each skill (1 = Poor, 5 = Average, 10 = Elite), one department and year at a time. Scores autosave in the Skills Matrix, and the 18 built-in reports turn them into rankings, radar charts, skill gaps and year-on-year trends.
Which levels come with Customer Service?
Customer Service starts with these levels (called “Grade” in the app): Graduate, Junior, Intermediate, Senior, Lead, Manager and Executive. They are just a starting point, so you can rename, reorder or replace them.
Can I change the Customer Service skills and wording?
Yes. The skills, levels and labels are all editable per organisation. In corporate the app talks about employees, departments and team leaders, and you can change any of those words too.
Score Customer Service with SkillScorer
Book a demo and we'll set up Corporate and Customer Service with the skills, levels and wording ready to go.
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