Name: Total: /50 HOTE 21,– Principles of Customer Service Assignment Rubric Part 1: Service Description /3 · Specific business is identified and described · Business description is clear ·...

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Name: Total: /50 HOTE 21,– Principles of Customer Service Assignment Rubric Part 1: Service Description /3 · Specific business is identified and described · Business description is clear · Description meets the length guidelines Part 2: Customer Expectations /6 · Three (3) expectations are clearly identified and explained · Three (3) inputs are clearly identified and explained · Expectations and inputs are clear, concise and relevant Part 3: Service Observation /20 · Each question is worth two (2) points · All questions are answered clearly and concisely in more than a “yes” or “no” answer · Answers are clear, concise, and relevant Part 4: Kano Model /21 · 7 points per section (Basic, Performance, and Excitement Requirements) - 6 points for identifying and explaining the requirements, 1 point for answering whether they were present at the business or not · Requirements are clearly and concisely described · Requirements selected are thoughtful, creative, and show an understanding of the material discussed in class