Checkouts/ Customer Service Kiosk/ Self checkout

• Document No.

• CUSTOMER SERVICE DEPARTMENT PRESENTATION/ OPERATION KPI

• Client / Site

• Conducted on

  Date

• Prepared by

SELF SERVICE CHECKOUTS

• Staffed sufficiently?<br><br>[Two staff at all times]

  Yes

  No

  N/A

• Staff at separate ends?<br><br>[each attendant should be at opposites ends of the self serve]

  Yes

  No

  N/A

• Customers red lights being attended to?<br><br>[ attendants auctioning red lights immediately, customer doesn't have to wait or ask for attendant if attendant is not busy]

  Yes

  No

  N/A

• Bags being opened, area being tidied?<br><br>[if customers are not present and no action is required, then attendants are ensuring area area is tidy and bags are being opened]

  Yes

  No

  N/A

• Queues being managed proactively?<br><br>[if queues are developing on checkout, then attendants are actively engaging customers and attempting to move appropriate customers to their area.

  Yes

  No

  N/A

• Hi Viz jackets are being worn?

  Yes

  No

  N/A

• Re-Scan action being taken?<br><br>[if rescan is underway action has been taken to replace the attendant]<br>

  Yes

  No

  N/A

• Duty manager on self service is also listed on the DM board?

  Yes

  No

  N/A

• Duty manager on self service is wearing a radio earpiece?

  Yes

  No

  N/A

• NOTES: Please note anything in general.

CHECKOUTS

• Supervisor on floor in front of checkouts?<br><br>[Supervisor is active and is on floor in front of checkout actioning key locks and queries, not in any other area.]

  Yes

  No

  N/A

• Queues are being managed proactively?<br><br>[if queues are developing on checkout, supervisor has called for assistance from any trained staff and is managing the queues]

  Yes

  No

  N/A

• Checkout operators standing in front of checkout if checkout has no customers?<br><br>[ Checkout operators who do not have customers are in front of their checkout welcoming or moving queuing customers to their till]

  Yes

  No

  N/A

• Checkout red lights in use for liquor checks?<br><br>[checkout operTors are housing their red lights for liquor checks and are not ringing unnecessarily]

  Yes

  No

  N/A

• Checkout lights are on if the checkout is open and no red lights are on when they shouldn't be?<br><br>[if a lane is open the light is on. No lights on unless in use, and all lights on if in use]

  Yes

  No

  N/A

• Floor supervisor wearing radio and earpiece?

  Yes

  No

  N/A

• Floor supervisors name is the name on the DM board?

  Yes

  No

  N/A

• NOTES: Please note anything in general.

CUSTOMER SERVICE KIOSK/ LOTTO

• Staffed sufficiently?<br><br>[If busy two staff on, if quiet only one staff required]

  Yes

  No

  N/A

• Engaging customer?<br><br>[both staff actively engaging customers on both sides to avoid queues were possible]

  Yes

  No

  N/A

• Assisting self service?<br><br>[kiosk staff member actively assisting self serve by taking customers when SS is developing queues]

  Yes

  No

  N/A

• Baskets and shop n' go units are at a reasonable level?<br><br>Baskets at the shop n' go units have been cleared to a reasonable level from self service if kiosk is quiet]

  Yes

  No

  N/A

• NOTES: Please note anything in general.

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