Service Temperature Check

• Staff Name

• Store Number

• Conducted on

  Date

• Prepared by

Attitude

• Makes eye contact and acknowledges the customer e.g smile / say hello

  Seen

  Not seen

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

  Seen

  Not seen

• Priorities and focus on customer - doesn’t talk to other colleagues during interaction.

  Seen

  Not seen

Knowledgeable

• Confident with answering customer queries or find someone who can

  Seen

  Not seen

• Checkout colleagues - Explain Brand Guarantee (if needed) when handing receipt over (Excluding Express Stores)

  Yes

  No

  N/A

Proactivity

• Consistently acknowledges customers and is able to adapt their service based on the type of customer Speedy/speak to me/ help me / leave me) and their individual needs.

  Seen

  Not seen

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

  Seen

  Not seen

Pride

• Dressed appropriately and wearing a name badge

  Seen

  Not seen

Goodbye

• A friendly parting comment

  Seen

  Not seen

What did you see that was helpful and friendly

What could be improved

Agreed commitments