SlideShare ist ein Scribd-Unternehmen logo
1 von 6
Downloaden Sie, um offline zu lesen
Growth Rubric Worksheet
Generates information people need,
communicates succinctly
4
Communication
Knows what they know, asks clarifying questions,
seeks understanding, retains important
information or has tools in place, approachable,
teachable
Offers help to teammates through correct
channels
Proactively shares info to the right people
through the right channels
2
1
3
Instructions for here:
Create categories
Identify the important qualities and skills for each category
Prioritize qualities and skills
Notes:
Clarify, simplify, and define each category and their contents
Get feedback from your team
Adjust rubric based on the feedback
Rate your agents (without them)
Have agents rate themselves in each category
Talk about how you rated them vs how they rated themselves
Instructions for home:
Communication
Level 1
Transparent and proactive about what you need
to learn
Asks clarifying questions
Retains important info (or uses tools!)
Approachable
Teachable
Level 2
Offers help to teammates through correct
channels (ie: minimizes distractions)
Level 3
Proactively shares info to the right people (docs,
PMs, teammates) through the right channels
(Basecamp, Slack, Zendesk, Trello, email)
Level 4
Generates information people need
Communicates succinctly
Solves Tickets Efficiently
Level 1
Provides clear answers to surface level
questions
Asks specific clarifying questions to
understand customer’s needs
Level 2
Can read into subtext and address underlying
issues not specified by customer
Knows what questions to ask to find a solution
in all team apps
Knows when it’s better to spend time
investigating an issue and when to ask
clarifying questions
Level 3
Easily understands full customer issue
Provides solutions with minimal ticket touches
Level 4
Coaches teammates on how to identify
underlying issues and understand solutions
Point Scale
Level One: 7-12
Level Two: 13-18
Level Three: 19-24
Level Four: 25+
Agent is
level two!
Total: 17
Example Categories
Example Rating
Level 1
Bugs
Efficient
Informative
Communication
Follows Processes
Product Knowledge
1
4
2
2
3
Fantastic Five
1
4
Level 2 Level 3 Level 4

Weitere Àhnliche Inhalte

Ähnlich wie Growth Rubrics and How To Make 'Em worksheets

Running head TITLE OF ESSAY 1 Title .docx
Running head TITLE OF ESSAY  1 Title .docxRunning head TITLE OF ESSAY  1 Title .docx
Running head TITLE OF ESSAY 1 Title .docx
todd521
 
MKTG 2800Creating Your Personal BrandYour brand is your repu.docx
MKTG 2800Creating Your Personal BrandYour brand is your repu.docxMKTG 2800Creating Your Personal BrandYour brand is your repu.docx
MKTG 2800Creating Your Personal BrandYour brand is your repu.docx
raju957290
 
To Submit to Tunitin - Work Experience Portfolio (Complete)
To Submit to Tunitin - Work Experience Portfolio (Complete)To Submit to Tunitin - Work Experience Portfolio (Complete)
To Submit to Tunitin - Work Experience Portfolio (Complete)
Robin Kaye
 
Social communication unit guide
Social communication unit guideSocial communication unit guide
Social communication unit guide
brisso99
 
Institute for Co-operative Education Competency survey results-NR
Institute for Co-operative Education Competency survey results-NRInstitute for Co-operative Education Competency survey results-NR
Institute for Co-operative Education Competency survey results-NR
Shannon Day
 
Comm 1010 Syllabus Spring 2016
Comm 1010 Syllabus Spring 2016Comm 1010 Syllabus Spring 2016
Comm 1010 Syllabus Spring 2016
Quinn Thurman
 
Assignment 2 Team Analysis ReportMany teams face the challenge of.docx
Assignment 2 Team Analysis ReportMany teams face the challenge of.docxAssignment 2 Team Analysis ReportMany teams face the challenge of.docx
Assignment 2 Team Analysis ReportMany teams face the challenge of.docx
MatthewTennant613
 
Assignment 3 Nonverbal CommunicationImagine that you are forming .docx
Assignment 3 Nonverbal CommunicationImagine that you are forming .docxAssignment 3 Nonverbal CommunicationImagine that you are forming .docx
Assignment 3 Nonverbal CommunicationImagine that you are forming .docx
astonrenna
 
Networking Planning Tools
Networking Planning ToolsNetworking Planning Tools
Networking Planning Tools
JPStrategy
 
Stages of tb
Stages of tbStages of tb
Stages of tb
Vinny Batra
 
EdD and EdS ProgramDiscussion Expectations and ProtocolOne of .docx
EdD and EdS ProgramDiscussion Expectations and ProtocolOne of .docxEdD and EdS ProgramDiscussion Expectations and ProtocolOne of .docx
EdD and EdS ProgramDiscussion Expectations and ProtocolOne of .docx
SALU18
 
NURS 6003 Transition to Graduate Study
NURS 6003                     Transition to Graduate Study NURS 6003                     Transition to Graduate Study
NURS 6003 Transition to Graduate Study
AlleneMcclendon878
 

Ähnlich wie Growth Rubrics and How To Make 'Em worksheets (20)

Running head TITLE OF ESSAY 1 Title .docx
Running head TITLE OF ESSAY  1 Title .docxRunning head TITLE OF ESSAY  1 Title .docx
Running head TITLE OF ESSAY 1 Title .docx
 
MKTG 2800Creating Your Personal BrandYour brand is your repu.docx
MKTG 2800Creating Your Personal BrandYour brand is your repu.docxMKTG 2800Creating Your Personal BrandYour brand is your repu.docx
MKTG 2800Creating Your Personal BrandYour brand is your repu.docx
 
To Submit to Tunitin - Work Experience Portfolio (Complete)
To Submit to Tunitin - Work Experience Portfolio (Complete)To Submit to Tunitin - Work Experience Portfolio (Complete)
To Submit to Tunitin - Work Experience Portfolio (Complete)
 
Social communication unit guide
Social communication unit guideSocial communication unit guide
Social communication unit guide
 
Communicating Effectively with Team Members
Communicating Effectively with Team MembersCommunicating Effectively with Team Members
Communicating Effectively with Team Members
 
Institute for Co-operative Education Competency survey results-NR
Institute for Co-operative Education Competency survey results-NRInstitute for Co-operative Education Competency survey results-NR
Institute for Co-operative Education Competency survey results-NR
 
Building DH Capacity Workshop 2016
Building DH Capacity Workshop 2016Building DH Capacity Workshop 2016
Building DH Capacity Workshop 2016
 
Comm 1010 Syllabus Spring 2016
Comm 1010 Syllabus Spring 2016Comm 1010 Syllabus Spring 2016
Comm 1010 Syllabus Spring 2016
 
Assignment 2 Team Analysis ReportMany teams face the challenge of.docx
Assignment 2 Team Analysis ReportMany teams face the challenge of.docxAssignment 2 Team Analysis ReportMany teams face the challenge of.docx
Assignment 2 Team Analysis ReportMany teams face the challenge of.docx
 
Recruitment and Retention
Recruitment and RetentionRecruitment and Retention
Recruitment and Retention
 
Assignment 3 Nonverbal CommunicationImagine that you are forming .docx
Assignment 3 Nonverbal CommunicationImagine that you are forming .docxAssignment 3 Nonverbal CommunicationImagine that you are forming .docx
Assignment 3 Nonverbal CommunicationImagine that you are forming .docx
 
Signature Instructional Plan
Signature Instructional PlanSignature Instructional Plan
Signature Instructional Plan
 
Networking Planning Tools
Networking Planning ToolsNetworking Planning Tools
Networking Planning Tools
 
Stages of tb
Stages of tbStages of tb
Stages of tb
 
Group Communication
Group CommunicationGroup Communication
Group Communication
 
EdD and EdS ProgramDiscussion Expectations and ProtocolOne of .docx
EdD and EdS ProgramDiscussion Expectations and ProtocolOne of .docxEdD and EdS ProgramDiscussion Expectations and ProtocolOne of .docx
EdD and EdS ProgramDiscussion Expectations and ProtocolOne of .docx
 
Personal Branding Part 2: Me 3.0
Personal Branding Part 2: Me 3.0Personal Branding Part 2: Me 3.0
Personal Branding Part 2: Me 3.0
 
NURS 6003 Transition to Graduate Study
NURS 6003                     Transition to Graduate Study NURS 6003                     Transition to Graduate Study
NURS 6003 Transition to Graduate Study
 
LPA Data Analysis and Instructional Implications PD
LPA Data Analysis and Instructional Implications PDLPA Data Analysis and Instructional Implications PD
LPA Data Analysis and Instructional Implications PD
 
The Hidden 20 40 Upload
The Hidden 20   40 UploadThe Hidden 20   40 Upload
The Hidden 20 40 Upload
 

Mehr von Support Driven

Mehr von Support Driven (20)

Josh Magsam: Let's Stay in Touch -- A Low-Key Approach to Maintaining Your Pr...
Josh Magsam: Let's Stay in Touch -- A Low-Key Approach to Maintaining Your Pr...Josh Magsam: Let's Stay in Touch -- A Low-Key Approach to Maintaining Your Pr...
Josh Magsam: Let's Stay in Touch -- A Low-Key Approach to Maintaining Your Pr...
 
Grace Antonio: Why You Shouldn't Always Hire For Culture Fit
Grace Antonio: Why You Shouldn't Always Hire For Culture FitGrace Antonio: Why You Shouldn't Always Hire For Culture Fit
Grace Antonio: Why You Shouldn't Always Hire For Culture Fit
 
Petya Sotirova: Customer-Centric or Product Culture -- Can You Have Both?
Petya Sotirova: Customer-Centric or Product Culture -- Can You Have Both?Petya Sotirova: Customer-Centric or Product Culture -- Can You Have Both?
Petya Sotirova: Customer-Centric or Product Culture -- Can You Have Both?
 
Yvette Johns: Leading Through Change: What Mattered Most When We Asked a Team...
Yvette Johns: Leading Through Change: What Mattered Most When We Asked a Team...Yvette Johns: Leading Through Change: What Mattered Most When We Asked a Team...
Yvette Johns: Leading Through Change: What Mattered Most When We Asked a Team...
 
Nykki Yeager: Motivate Your Team With Individual Performance Metrics
Nykki Yeager: Motivate Your Team With Individual Performance MetricsNykki Yeager: Motivate Your Team With Individual Performance Metrics
Nykki Yeager: Motivate Your Team With Individual Performance Metrics
 
Andra Roston: Thrown In the Deep End: What I've Learned in My First Few Month...
Andra Roston: Thrown In the Deep End: What I've Learned in My First Few Month...Andra Roston: Thrown In the Deep End: What I've Learned in My First Few Month...
Andra Roston: Thrown In the Deep End: What I've Learned in My First Few Month...
 
Karen Arnold and Samantha Hare: Multilingual Support: How We Expanded From En...
Karen Arnold and Samantha Hare: Multilingual Support: How We Expanded From En...Karen Arnold and Samantha Hare: Multilingual Support: How We Expanded From En...
Karen Arnold and Samantha Hare: Multilingual Support: How We Expanded From En...
 
Louise Draper: Measure the Success of Your Self-Service Offerings
Louise Draper: Measure the Success of Your Self-Service OfferingsLouise Draper: Measure the Success of Your Self-Service Offerings
Louise Draper: Measure the Success of Your Self-Service Offerings
 
Andrea Silas: Forecasting For Support Coverage: Growing is Never Linear!
Andrea Silas: Forecasting For Support Coverage: Growing is Never Linear!Andrea Silas: Forecasting For Support Coverage: Growing is Never Linear!
Andrea Silas: Forecasting For Support Coverage: Growing is Never Linear!
 
Kimberly Bringas: My Teammate Is Just Meh: A Manager's Guide To Legally and H...
Kimberly Bringas: My Teammate Is Just Meh: A Manager's Guide To Legally and H...Kimberly Bringas: My Teammate Is Just Meh: A Manager's Guide To Legally and H...
Kimberly Bringas: My Teammate Is Just Meh: A Manager's Guide To Legally and H...
 
Cameron Dunn: Operations Is For Everybody: Creating and Maintaining Resources...
Cameron Dunn: Operations Is For Everybody: Creating and Maintaining Resources...Cameron Dunn: Operations Is For Everybody: Creating and Maintaining Resources...
Cameron Dunn: Operations Is For Everybody: Creating and Maintaining Resources...
 
Hilary Dudek: We Are More Than Just Robots: How Emotional Intelligence Helps ...
Hilary Dudek: We Are More Than Just Robots: How Emotional Intelligence Helps ...Hilary Dudek: We Are More Than Just Robots: How Emotional Intelligence Helps ...
Hilary Dudek: We Are More Than Just Robots: How Emotional Intelligence Helps ...
 
Taylor Davis: Building the Ideal CX Dashboard. (Through Mostly Trial and Error).
Taylor Davis: Building the Ideal CX Dashboard. (Through Mostly Trial and Error).Taylor Davis: Building the Ideal CX Dashboard. (Through Mostly Trial and Error).
Taylor Davis: Building the Ideal CX Dashboard. (Through Mostly Trial and Error).
 
Just Say Yes -- Get Out Of Your Comfort Zone and Build Strong Relationships W...
Just Say Yes -- Get Out Of Your Comfort Zone and Build Strong Relationships W...Just Say Yes -- Get Out Of Your Comfort Zone and Build Strong Relationships W...
Just Say Yes -- Get Out Of Your Comfort Zone and Build Strong Relationships W...
 
Forecasting For Support Coverage: Growing Is Never Linear! by Andrea Silas
Forecasting For Support Coverage: Growing Is Never Linear! by Andrea SilasForecasting For Support Coverage: Growing Is Never Linear! by Andrea Silas
Forecasting For Support Coverage: Growing Is Never Linear! by Andrea Silas
 
You don't pwn me by Sarah Betts
You don't pwn me by Sarah BettsYou don't pwn me by Sarah Betts
You don't pwn me by Sarah Betts
 
Tech Stacks In A Successful Contact Center by Ramon Icasiano
Tech Stacks In A Successful Contact Center by Ramon IcasianoTech Stacks In A Successful Contact Center by Ramon Icasiano
Tech Stacks In A Successful Contact Center by Ramon Icasiano
 
Turn Feedback Into Action: A Method for Scoping Support Issues by Brian Levine
Turn Feedback Into Action: A Method for Scoping Support Issues by Brian LevineTurn Feedback Into Action: A Method for Scoping Support Issues by Brian Levine
Turn Feedback Into Action: A Method for Scoping Support Issues by Brian Levine
 
Stories about numbers; driving business-wide understanding about data through...
Stories about numbers; driving business-wide understanding about data through...Stories about numbers; driving business-wide understanding about data through...
Stories about numbers; driving business-wide understanding about data through...
 
How to Scale the Care by Aurore Lanchart
How to Scale the Care by Aurore LanchartHow to Scale the Care by Aurore Lanchart
How to Scale the Care by Aurore Lanchart
 

KĂŒrzlich hochgeladen

Salient Features of India constitution especially power and functions
Salient Features of India constitution especially power and functionsSalient Features of India constitution especially power and functions
Salient Features of India constitution especially power and functions
KarakKing
 
Jual Obat Aborsi Hongkong ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan...
Jual Obat Aborsi Hongkong ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan...Jual Obat Aborsi Hongkong ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan...
Jual Obat Aborsi Hongkong ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan...
ZurliaSoop
 

KĂŒrzlich hochgeladen (20)

2024-NATIONAL-LEARNING-CAMP-AND-OTHER.pptx
2024-NATIONAL-LEARNING-CAMP-AND-OTHER.pptx2024-NATIONAL-LEARNING-CAMP-AND-OTHER.pptx
2024-NATIONAL-LEARNING-CAMP-AND-OTHER.pptx
 
How to Create and Manage Wizard in Odoo 17
How to Create and Manage Wizard in Odoo 17How to Create and Manage Wizard in Odoo 17
How to Create and Manage Wizard in Odoo 17
 
Micro-Scholarship, What it is, How can it help me.pdf
Micro-Scholarship, What it is, How can it help me.pdfMicro-Scholarship, What it is, How can it help me.pdf
Micro-Scholarship, What it is, How can it help me.pdf
 
Understanding Accommodations and Modifications
Understanding  Accommodations and ModificationsUnderstanding  Accommodations and Modifications
Understanding Accommodations and Modifications
 
80 ĐỀ THI THỏ TUYỂN SINH TIáșŸNG ANH VÀO 10 SỞ GD – ĐT THÀNH PHỐ HỒ CHÍ MINH NĂ...
80 ĐỀ THI THỏ TUYỂN SINH TIáșŸNG ANH VÀO 10 SỞ GD – ĐT THÀNH PHỐ HỒ CHÍ MINH NĂ...80 ĐỀ THI THỏ TUYỂN SINH TIáșŸNG ANH VÀO 10 SỞ GD – ĐT THÀNH PHỐ HỒ CHÍ MINH NĂ...
80 ĐỀ THI THỏ TUYỂN SINH TIáșŸNG ANH VÀO 10 SỞ GD – ĐT THÀNH PHỐ HỒ CHÍ MINH NĂ...
 
Kodo Millet PPT made by Ghanshyam bairwa college of Agriculture kumher bhara...
Kodo Millet  PPT made by Ghanshyam bairwa college of Agriculture kumher bhara...Kodo Millet  PPT made by Ghanshyam bairwa college of Agriculture kumher bhara...
Kodo Millet PPT made by Ghanshyam bairwa college of Agriculture kumher bhara...
 
Exploring_the_Narrative_Style_of_Amitav_Ghoshs_Gun_Island.pptx
Exploring_the_Narrative_Style_of_Amitav_Ghoshs_Gun_Island.pptxExploring_the_Narrative_Style_of_Amitav_Ghoshs_Gun_Island.pptx
Exploring_the_Narrative_Style_of_Amitav_Ghoshs_Gun_Island.pptx
 
Salient Features of India constitution especially power and functions
Salient Features of India constitution especially power and functionsSalient Features of India constitution especially power and functions
Salient Features of India constitution especially power and functions
 
ICT Role in 21st Century Education & its Challenges.pptx
ICT Role in 21st Century Education & its Challenges.pptxICT Role in 21st Century Education & its Challenges.pptx
ICT Role in 21st Century Education & its Challenges.pptx
 
Python Notes for mca i year students osmania university.docx
Python Notes for mca i year students osmania university.docxPython Notes for mca i year students osmania university.docx
Python Notes for mca i year students osmania university.docx
 
Plant propagation: Sexual and Asexual propapagation.pptx
Plant propagation: Sexual and Asexual propapagation.pptxPlant propagation: Sexual and Asexual propapagation.pptx
Plant propagation: Sexual and Asexual propapagation.pptx
 
REMIFENTANIL: An Ultra short acting opioid.pptx
REMIFENTANIL: An Ultra short acting opioid.pptxREMIFENTANIL: An Ultra short acting opioid.pptx
REMIFENTANIL: An Ultra short acting opioid.pptx
 
On National Teacher Day, meet the 2024-25 Kenan Fellows
On National Teacher Day, meet the 2024-25 Kenan FellowsOn National Teacher Day, meet the 2024-25 Kenan Fellows
On National Teacher Day, meet the 2024-25 Kenan Fellows
 
Fostering Friendships - Enhancing Social Bonds in the Classroom
Fostering Friendships - Enhancing Social Bonds  in the ClassroomFostering Friendships - Enhancing Social Bonds  in the Classroom
Fostering Friendships - Enhancing Social Bonds in the Classroom
 
COMMUNICATING NEGATIVE NEWS - APPROACHES .pptx
COMMUNICATING NEGATIVE NEWS - APPROACHES .pptxCOMMUNICATING NEGATIVE NEWS - APPROACHES .pptx
COMMUNICATING NEGATIVE NEWS - APPROACHES .pptx
 
Single or Multiple melodic lines structure
Single or Multiple melodic lines structureSingle or Multiple melodic lines structure
Single or Multiple melodic lines structure
 
Accessible Digital Futures project (20/03/2024)
Accessible Digital Futures project (20/03/2024)Accessible Digital Futures project (20/03/2024)
Accessible Digital Futures project (20/03/2024)
 
Graduate Outcomes Presentation Slides - English
Graduate Outcomes Presentation Slides - EnglishGraduate Outcomes Presentation Slides - English
Graduate Outcomes Presentation Slides - English
 
Jual Obat Aborsi Hongkong ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan...
Jual Obat Aborsi Hongkong ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan...Jual Obat Aborsi Hongkong ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan...
Jual Obat Aborsi Hongkong ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan...
 
TỔNG ÔN TáșŹP THI VÀO LỚP 10 MÔN TIáșŸNG ANH NĂM HỌC 2023 - 2024 CÓ ĐÁP ÁN (NGở Â...
TỔNG ÔN TáșŹP THI VÀO LỚP 10 MÔN TIáșŸNG ANH NĂM HỌC 2023 - 2024 CÓ ĐÁP ÁN (NGở Â...TỔNG ÔN TáșŹP THI VÀO LỚP 10 MÔN TIáșŸNG ANH NĂM HỌC 2023 - 2024 CÓ ĐÁP ÁN (NGở Â...
TỔNG ÔN TáșŹP THI VÀO LỚP 10 MÔN TIáșŸNG ANH NĂM HỌC 2023 - 2024 CÓ ĐÁP ÁN (NGở Â...
 

Growth Rubrics and How To Make 'Em worksheets

  • 1. Growth Rubric Worksheet Generates information people need, communicates succinctly 4 Communication Knows what they know, asks clarifying questions, seeks understanding, retains important information or has tools in place, approachable, teachable Offers help to teammates through correct channels Proactively shares info to the right people through the right channels 2 1 3
  • 2.
  • 3.
  • 4.
  • 5. Instructions for here: Create categories Identify the important qualities and skills for each category Prioritize qualities and skills Notes: Clarify, simplify, and define each category and their contents Get feedback from your team Adjust rubric based on the feedback Rate your agents (without them) Have agents rate themselves in each category Talk about how you rated them vs how they rated themselves Instructions for home:
  • 6. Communication Level 1 Transparent and proactive about what you need to learn Asks clarifying questions Retains important info (or uses tools!) Approachable Teachable Level 2 Offers help to teammates through correct channels (ie: minimizes distractions) Level 3 Proactively shares info to the right people (docs, PMs, teammates) through the right channels (Basecamp, Slack, Zendesk, Trello, email) Level 4 Generates information people need Communicates succinctly Solves Tickets Efficiently Level 1 Provides clear answers to surface level questions Asks specific clarifying questions to understand customer’s needs Level 2 Can read into subtext and address underlying issues not specified by customer Knows what questions to ask to find a solution in all team apps Knows when it’s better to spend time investigating an issue and when to ask clarifying questions Level 3 Easily understands full customer issue Provides solutions with minimal ticket touches Level 4 Coaches teammates on how to identify underlying issues and understand solutions Point Scale Level One: 7-12 Level Two: 13-18 Level Three: 19-24 Level Four: 25+ Agent is level two! Total: 17 Example Categories Example Rating Level 1 Bugs Efficient Informative Communication Follows Processes Product Knowledge 1 4 2 2 3 Fantastic Five 1 4 Level 2 Level 3 Level 4