Answer to Question #222265 in Management for Vabby

Question

Samarth Enterprises is an IT services company based in Delhi providing technology solutions for credit cards to countries like USA and Canada. The company has 500 employees. The company is planning to introduce Behaviorally Anchored Rating Scales (BARS) and has requested you to design a Behaviorally Anchored Rating Scales (BARS) form for the customer service department.

Answer 1

BEHAVIORALLY ANCHORED RATING SCALE (BARS)

Job Role: Customer Service

Performance dimension: Offering IT Services

Please rate the employees’ customer service using the following scale.

7 Could be expected to explain the items on the performance appraisal and offer recommendations based on employers’ expectations.

6 Could be expected to say to clients ‘how is you day?’ and wish them a happy day when they leave the premises.

5 Could be expected to ask customers if they want after sales services after buying.

4 Could be expected to make eye contact with customers during transactions.

3 Could be expected to say ‘how can I help you’ when dealing with customers.

2 Could be expected to talk on phone while serving the customers.

1 Could be expected to yell obscenities at customers.