Title Page
-
Document No.
-
TC Name
-
Customer Advisor
-
Shift
-
Prepared by
-
Date & Time
-
If a queue formed, colleague did at least one of the following:
-
If the customer waited to be served, the colleague thanked the customer for waiting?
-
The colleague began the transaction with a friendly and polite greeting?
-
The colleague clarified that they had the correct customer account by asking the customer to confirm their address?
-
If an item was unavailable, the colleague offered an alternative product/TCND and took a mobile number to text the customer once their order arrived?
-
The colleague took the opportunity to add value to the order?
-
The colleague offered to email the customer a copy of their invoice?
-
The colleague ended the transaction with a friendly and polite farewell?
-
Colleague feedback
-
Agreed actions
