CUSTOMER SERVICE CHECKLIST

Signage is visible and in good condition.

Inside and outside of the store is clean with floors free from spills, litter or visible dust on shelves with no offensive odor.

Lights in the store are in working condition with no flickering, providing sufficient lighting.

Window glass is clean on the inside and outside with no obvious smudges, dust or cracks.

Trash cans (inside and outside) are clean and not overflowing.

Tables and chairs are clean free from dust and debris.

Table Napkins are available in the tabe and not empty

Back service counter is clean free from any visible debris, spills, smudges, dirt, litter and dust.

Food case are organized and clean inside and outside free from dust, spots, smudges, spills and cracks.

Staff are groomed to reflect brand image, with no obvious signs of illness.

All marketing materials including digital menu, table tent (if applicable) are clear with the right spelling, visible with no damage.

Merchandise / food items are neatly organized with the correct name labels and prices matching till point.

Music played is suitable for the outlet environment reflects brand image and with acceptable volume.

Till front area is clean from dust, scratches and is clutter free.

Restroom is clean and has all supplies available.

Upon eye contact, staff greet the customer verbally with a smile immediately.

Staff encourage a welcoming and friendly conversation.

Staff at counter are facing the customer, arms not crossed, hands not in pockets, maintaining pleasant face, eye contact and using open hand gesture when appropriate or needed.

Staff speak clearly using understandable language with cheerful tone of voice and the right volume adjusting to customer‟s speed of speech.

Staff at floor or till are polite, using courteous words, addressing customer with proper titles, not using words like "No it's the policy" or interrupting when customer is speaking. Language used is either English, local language or customers preferred language when possible.

Staff are treating their colleagues and/or customers with respect and integrity.

When drink is ready staff call out the drink clearly.

Staff are using their product knowledge positively to make a sale (explaining product ingredient, size of drink, coffee/beans, Veloce Loyalty Program etc.).

Order is prepared correctly, with presentable appearance as per customer's request.

Staff are offering additional item to go with the primary product in a convincing positive manner.

Staff are marking the cup with sticker name or placing a sticker on the cup.

Staff are competent and knowledgeable in using the till machine / PC without asking for help from colleagues.

When asked, staff positively introduce Veloce Loyalty Program.

In the occurrence of a service delay or inconvenience, staff are offering solutions / alternatives to resolve the issue.

In case of any objections staff are asking politely for reasons and rephrasing the issue to show full understanding and/or offer alternatives when applicable.

Total queuing time is less than 3 minutes.

Cashier is stating payment details (total bill, etc.) as per the payment method.

Drink order is ready within 3 minutes from the time the customer paid for the order.

Cashier is asking if the customer wishes to use Veloce Loyalty Program.

Staff are listening and understanding the required, attending customer's needs and providing the correct information when asked.

When handing the drink to the customer staff need to thank the customer with a smile and eye contact.