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  • Is the signage/branding compliant?
    See GHM 1.3.4

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

  • Are easyJet uniform standards adhered to?
    See GHM 1.3.5

  • Is the desk clean and tidy?

  • Is queue management effective?

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

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

  • Is the 3+1 script adhered to?
    "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
    See GHM 6.13

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