Deliverable 3 - Customer Service Plan Outline

F

F

C

B

A

0

1

2

3

4

No Pass

No Pass

Competence

Proficiency

Mastery

Not Submitted

No identification of customer service plan that will create an exceptional customer experience program, missing basic features and support.

Identifies customer service plan that will create an exceptional customer experience program, but lacks explanation of basic features.

Identifies customer service plan that will create an exceptional customer experience program with explanation and supports stance.

Identifies customer service plan that will create an exceptional customer experience program, fully explains features and supports stance.

Not Submitted

No selection of operational practices that will create an exceptional customer experience.

Selects operational practices that will create an exceptional customer experience, but lacks explanation and personal examples.

Selects operational practices that will create an exceptional customer experience with explanation and personal examples.

Selects operational practices that will create an exceptional customer experience with fully supported personal examples and explanation.

Not Submitted

No noticeable attempt to define exceptional customer experience.

Correctly defines one key aspect of the exceptional customer experience; attempts to define another.

Correctly defines key aspect of the exceptional customer experience.

Correctly defines one key aspect of the exceptional customer experience with supporting research.

Not Submitted

No noticeable attempt to explain how an Emerging Leader will develop team members to implement an exceptional customer experience.

Attempts to explain how an Emerging Leader will develop team members to implement an exceptional customer experience with some supporting evidence.

Explains how an Emerging Leader will develop team members to implement an exceptional customer experience with supporting evidence.

Thoroughly explains how an Emerging Leader will develop team members to implement an exceptional customer experience with strong supporting evidence.

Not Submitted

No identification of metrics used to measure the effectiveness of an exceptional customer experience program.

Attempts to define metrics used to measure the effectiveness of an exceptional customer experience program with minimal supporting information.

Describes metrics used to measure the effectiveness of an exceptional customer experience program with supporting information.

Defines metrics used to measure the effectiveness of an exceptional customer experience program with strong supporting evidence.

Not Submitted

No discussion of how an Emerging Leader will use metrics to sustain and maintain an organizational exceptional customer experience program.

Attempt to discuss how an Emerging Leader will use metrics to sustain and maintain an organizational exceptional customer, but lacks full explanation and examples.

Discusses how an Emerging Leader will use metrics to sustain and maintain an organizational exceptional customer experience program with support through explanation and examples.

Discusses how an Emerging Leader will use metrics to sustain and maintain an organizational exceptional customer experience program with fully supported and thorough explanations and Emerging Leader examples.