Make eye contact and acknowledge the customer e.g. smile/say hello
Listen to customer - empathises and personalises service that feels human and natural
Priorities and focuses on customer - doesn't talk to other colleagues during interaction
Confident with answering customer queries or finds someone who can
Checkouts - Explain Brand Guarantee (if needed) when handing receipt over
Consistently acknowledges customers and is able to adapt their service based on the type of Customer and their need
Spots that a customer needs help and actively helps before customer asks
Dressed appropriately and wearing a name badge
A friendly parting comments
What did you see that was excellent?
What could be improved?