Information
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Document No.
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Audit Title
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Conducted on
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Team Member
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Completed by
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Location
Preparation
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Has the section checklist been completed?
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Are they in uniform and to standard?
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Do they have their name badge on?
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Is their section clean and tidy?
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Are all displays to standard?
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Please submit/attach any pictures as supporting information, these should celebrate best practice and highlight improvement areas.
Customer Journey
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Is the team member working heads up?
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Does the team member smile?
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Do they maintain eye contact with guests?
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Are they aware of all customers as they approach?
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Are all customers greeted with "Hi how are you?"
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Does the team member demonstrate active listening?
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When queues are long do they ask for help?
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Does the team member recommend additional items from other counters?
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If the customers have nothing on their tray do they ask "Have you been in before?"
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Does the team member recommend an upsell or 'Tell Dobbies'?
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Do they actively try and build rapport or 'Sparkle'?
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Is accuracy ensured by repeating back or confirming the items ordered?
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Are they cleaning as they go?
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Do all customers receive a fond farewell?
Test
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What are our 5 key focuses?
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What ways can we gain feedback?
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55% of our communication is through our......?
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What could you upsell to a customer today?
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What are your targets/focuses for today?
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Give an example of exceeding customer expectations?
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How would they tailor their service to (pick one from family, elderly, infirm, children, business lunch etc?)
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What are the specials/soup today?
Feedback
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Now give the team member feedback remembering the following - feedback should be given on facts not opinions, don't make it personal, feedback is to help improve behaviours or continue positive behaviours, feedback should be short and accurate. Please give a short summary of the feedback given below. This will be used for job chats and appraisals so be specific.
