Audit
Attitude
Makes eye contact and acknowledges the customer e.g smile / say hello
Listens to the customer - empathises and personalises service that feels human and natural
Priorities and focus on customer - doesn’t talk to other colleagues during interaction.
Knowledgeable
Confident with answering customer queries or find someone who can
Checkout colleagues - Explain Brand Guarantee (if needed) when handing receipt over (Excluding Express Stores)
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.
Spots that a customer needs help and actively helps before the customer asks.
Pride
Dressed appropriately and wearing a name badge
Goodbye
A friendly parting comment
What did you see that was helpful and friendly
What could be improved
Agreed commitments
