Title Page
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Conducted on
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Prepared by
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Location
Customer Service
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Did employee acknowledge customers within a 5 second window ( This includes customers who are waiting in line, verbal or eye contact)
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Did employee have intro in welcoming the customer ( Bevenidos a Tornado, Buenos Dias/Tarde come le puedo ayudar?
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Did employee answer all questions and concerns?
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Is employee going the extra mile in engaging with customers?
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Did employee up sell? ( Round trip, up coming trip)
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Has employee given customer complete itinerary ?
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Are phones being answered in good timing and greeted with a welcoming?
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Are phones being held on hold for more than 2 minutes?
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Are employees in uniform?
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Are they wearing a name badge ?
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Question some customers ( hows has their service been?)
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Question some customers ( what can we do make our service better?)
