Title Page
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Conducted on
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Team Member:
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Shift Runner:
Customer Experience
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Correct Hand Washing procedure followed.
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New Items on the menu?
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What should TM wear at all times.
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When should gloves be changed?
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When should receipts be given out?
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Why do we push upgrades?
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What is more important? SOS or Quality?
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How do they find upgrades on till.
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Ask TM shift targets. What they should be.
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Explain OSAT & B2B
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Explain PLEASE
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Name something customers could complain about?
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How would you deal with a complaint?
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TM can use Make It Right.
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What if the customer rings up? Ask them to explain process.
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What is the hold time on chute
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How do you handle issues with product quality?
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When should you check product quality?
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Pick Menu item and ask to list what it includes.
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How can we improve order accuracy?
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How can we improve a guests experience?
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How can guests give us feedback?
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Explain Stop Check Go?
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Give one positive way we can improve a customers experience?
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Give one example of how a customers experience could be negative
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Is there anything the management team can do to help the team regarding GES
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Does the TM have any suggestions on how to make OSAT higher/ B2B lower?
