Audit
Attitude
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
Knowledgeable
Confident with answering customer queries or finds someone who can
Checkouts - Explain Brand Guarantee (if needed) when handing receipt over
Proactivity
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
Pride
Dressed appropriately and wearing a name badge
Goodbye
A friendly parting comments
What did you see that was excellent?
What could be improved?
Agreed commitments
Celebrate Success
