Colleague Service Temperature Check

• Colleague Name

• Conducted for

• 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

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

  Yes

  No

  N/A

Knowledge

• 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 customer and is able to adapt their services 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

• Any friendly parting comments

  Yes

  No

  N/A

• What did you see that was excellent?

• Agreed commitments