easyJet Customer Service Desk Audit

Is the signage/branding compliant?<br>See GHM 1.3.4

Is the desk manned at all times when Bag Drop is open?

Are easyJet uniform standards adhered to?<br>See GHM 1.3.5

Is the desk clean and tidy?

Is queue management effective?

Is the 3+1 script adhered to?<br>"Hello/Good Morning/Afternoon/Evening. How can I help you?"

Is the 3+1 script adhered to?<br>"Is there anything else I can help you with?"

Is the 3+1 script adhered to?<br>"Thank you/Goodbye"

Is each customer greeted with a smile as per 3+1?

Are customers being made aware of all relevant easyJet policies?

FLIGHTS TO THE UK - Are gound crew carrying out 'Immigration Checks' on all cash transactions?

Are ground crew upselling where possible, selling the benefit before the cost?

Are ground crew knowledgeable about the easyJet product?

Do ground crew confirm details before closing the transaction?

Is there a 'bomb threat call procedure' in place near any external telephone?

Are there sufficient leaflets available in different languages?

Are ground crew aware of easyJet's disruption policy?

Are ground crew aware of the BSI process and transport process?

Are ground crew apologising for the disruption?

Are agents offering options and solutions to the customer?

Is the Disruption Welfare Report from the extranet being used for delayed flights?

Is the Disruption Welfare Report being completed<br>correctly?<br>See GHM 6.13