relevant skills or technology and best practices. Has on-going program of to expand job knowledge and skills. or technology and best practices. Aware of the need for self-improvement to expand job knowledge and skills. current technology and is unaware of best practices. Unaware of the need for to expand job knowledge and skills. Job Knowledge Consistently stays current on all processes, guidelines, policies and procedures or technical resources. Helps others to understand and incorporate new policies, procedures and products. Contributes to the development of new processes, guidelines, and policies and procedures or technical resources. Is utilized as a key resource. Is relied upon for job knowledge in area of expertise. Anticipates and answers customer or staff questions accurately, independently, and in understandable terms. Competent in job knowledge and works to keep it current. Answers customer’s and staff questions accurately. Understands, follows and stays current on all unit processes, guidelines, policies and procedures or technical resources. Knows where to find procedure or method if needed. Explains reason for following processes, guidelines, policies and procedures to assist others. Minimal understanding of available processes, guidelines, policies and procedures or technical resources. Lacks understanding of the business related needs of the unit. Quantity of Work/ Productivity Consistently stays current on all processes, guidelines, policies and procedures or technical resources. Helps others to understand and incorporate new policies, procedures and products. Contributes to the development of new processes, guidelines, and policies and procedures or technical resources. Is utilized as a key resource. Is relied upon for job knowledge in area of expertise. Completes what is expected thoroughly, positively, and on or of schedule. Lacks consistency or chooses to disregard processes, guidelines, policies and procedures. Does not utilize technical resources. Does not let others know where they are at with deadlines. Unable to keep pace with expected workload. Does not retain resources and continually asks for help.
Quantity of Work/ Productivity (continued) Anticipates and answers customer or staff questions accurately, independently, and in understandable terms. Service Quality Receives compliments from customers and staff about quality of service. Takes the initiative to call customers or co-worker to clear up details before continuing with work. Strong ability to identify within processes, guidelines, policies and procedures where flexibility in application may occur allowing customers needs to be met. Consistently inspires confidence in customers and staff by being thorough and personable. Actively pursues the customers’ business. Offers alternatives and solutions - not problems. Says “I can” instead of “I can’t”. Responds quickly, professionally and positively to every visitor or customer - "How may I help you?" Receives occasional compliments from customers or staff about quality of service. Each telephone call is answered and handled professionally, quickly, and accurately. Determines customers needs by clarifying their request, offering alternatives and suggesting. Performs all requests with a smile. Displays a glad to help you attitude. “Delight” the customers to insure that each encounter ends with total satisfaction. Does not respond to inquiries when unclear of action to be taken. Receives complaints from customers or staff about quality of service. Does not offer solutions and dwells on the problems. Says “I can’t” instead of “I can.” Does not respond quickly, professional and positively to visitors, customers, or staff. Allows co-workers to answer the telephone and does not respond in a professional, timely or accurate manner. Does not determine or clarify requests, leave the customer hanging. Does not perform requests with a or with a helpful attitude. Encounters end abruptly, without positive resolution.