Colleague Service Temperature Check

• Colleague name

• Manager

• Conducted on

  Date

Attitude

• Make eye contact and acknowledge the customer e.g. smile/say hello

  Yes

  No

  N/A

• Listen to customer - empathises and personalises service that feels human and natural

  Yes

  No

  N/A

• Priorities and focuses on customer - doesn't talk to other colleagues during interaction

  Yes

  No

  N/A

Knowledgeable

• Confident with answering customer queries or finds someone who can

  Yes

  No

  N/A

• Checkouts - Explain Brand Guarantee (if needed) when handing receipt over

  Yes

  No

  N/A

Proactivity

• Consistently acknowledges customers and is able to adapt their service based on the type of Customer and their need

  Yes

  No

  N/A

• Spots that a customer needs help and actively helps before customer asks

  Yes

  No

  N/A

Pride

• Dressed appropriately and wearing a name badge

  Yes

  No

  N/A

Goodbye

• A friendly parting comments

  Yes

  No

  N/A

• What did you see that was excellent?

• What could be improved?

• Agreed commitments

• Celebrate Success

  Media