Title Page
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Conducted on
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Manager Name
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Department
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Colleague Name
Attitude
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Makes eye contact and acknowledges the customer E.G.: Smile/Say Hello
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Listens to the customer - Empathises and personalises service that feels human and natural
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Prioritises and focuses on customer - doesn't talk to other other colleagues during interaction
Knowledgeable
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Shop Floor - Confident with answering customer queries or finds someone who can
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Checkouts - Explain Brand Guarantee (When Applicable)
Proactivity
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Checkouts - Consistently acknowledges customers and is able to adapt their service based on the type of customer and their individual needs
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Shop Floor - Spots that a customer needs help and actively helps before the customer asks
Pride
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Dressed appropriately and wearing a namebadge<br>This question includes appropriate Footwear
Goodbye
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A friendly parting comment
Other
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What did you see that was helpful & friendly?
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What could be improved?
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Agreed Next Steps - Explain to colleague they will be reviewed within one week if any section was 'Not Seen'
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Colleague Signature
