Be Confident and Knowledgeable

How to…

How we do it…

Confident and knowledgeable people will…

•

Provide up-to-date product knowledge

•

Describe products accurately, or if applicable,

offer a sample to help customers make a decision

•

Perform their roles confidently

•

Take and show customers where products are

•

Confidently make suggestions about additional or alternative items

•

Sell up – (medium drink to a large drink)

•

Know the current promotions

•

Answer queries about the travel hub/location and locality they work in

e.g. platform locations, cash machines, taxi pick-up point, phones, toilets etc

•

Comply with legal responsibilities – licensing laws, serving disabled customers, underage sales etc

•

Follow brand standards

•

Provide a receipt with each transaction

•

Acknowledge customers when busy via eye contact or appropriate comment, and serve them as soon

as possible

•

Manage customer queues effectively by apologising for keeping customers waiting

•

Confidently chat to customers

•

Use their knowledge of foreign languages to assist customers when appropriate

•

Ask for assistance when they need it

•

Do all of the above because they have been trained, given the opportunity to practice to make perfect,

communicated with via daily huddles/staff meetings, and they work as a team.

Confident and knowledgeable
people won’t…

•

Ignore customers – either actually or through

body language

•

Use languages other than English between team

members – may be construed as harassment by other

team members who may feel excluded, or may make

customers feel uncomfortable

•

Struggle to explain a product or promotion

•

Ignore brand standards

•

Ignore their legal responsibilities/requirements

– e.g. selling alcohol to under 18s

•

Fail to acknowledge a customer when busy

– e.g. on a phone call, cleaning duty, etc

•

Respond negatively to customers

– “I don’t know!” “I can’t do that!” “No!”

•

Forget to issue a receipt

•

Be task-focused rather than customer-focused.

Team Members

March 2009

TBC

Be Passionate and Committed

Passionate and committed people will…

•

Know the key moments of contact – greet, take order, present order, take payment, thank and part acknowledge

every customer

•

make eye contact

•

smile

•

feel comfortable interacting with customers

•

be well-mannered and polite

•

get involved in an appropriate level of conversation with the customer depending on circumstances

– if quiet-longer conversation; if busy; keep it short and chat whilst assembling order

•

have a willingness to help and go the ‘extra mile’ for customers and colleagues

•

put the customer first

•

show they care about the customer’s ongoing journey, not just the few minutes they are in the unit

•

wear the correct uniform

•

have time for customer questions

•

show genuine interest in customers

•

care about the products they serve

•

take responsibility and ownership for their actions

•

be committed to their colleagues, unit and company

•

do all of the above because they have been trained, given the opportunity to practice to make perfect,

communicated with via daily huddles/staff meetings, and they work as a team.

Passionate and committed people won’t…

•

Display apathy

•

Fail to acknowledge customers

•

Fail to greet customers

•

Fail to engage in conversation during the transaction

•

Fail to wear the correct uniform

•

Give a robotic service with no feeling/emotion

in what they say or do

•

Display poor body language

– slouching or no eye contact

•

Talk to colleagues while serving customers,

unless seeking help in serving the customer

•

Have poor timekeeping/attendance.

How to…

Team Members

March 2009

TBC

Be Consistent

How to…

How we do it…

•

Create well-merchandised stores/units

•

Follow planograms

•

Reject sub standard products

•

Ensure product is available

•

Check the unit/display from the customer’s viewpoint (following the travel path)

•

Have the latest promotions in place

•

Properly rotate stock – nothing out-of-date/time

•

Ensure uncluttered aisles and counter tops

•

Anticipate customer requirements

•

Ensure staff appearance and attitude is

•

Correct (i.e. to standard)

•

Give the customer what they want, when they want it

•

Train and coach their teams as appropriate

•

Do all of the above because they have been trained, given the opportunity to practice to make perfect,

communicated with via daily huddles/staff meetings, and they work as a team.

Consistent people won’t…

•

Have key stock not on shelves

•

Have gaps on shelves for longer than necessary

•

Ignore production plans/planograms

•

Fail to have shelf-edge talkers or other Point of Sale in place

•

Display incorrect promotions

•

Be stocking up at peak times

•

Leave boxes and packaging in aisles

•

Be unhelpful

•

Ignore uniform standards

•

Have substandard products

•

Have out-of-date/time products

•

Have dirty tools/utensils – cups, glasses, tongs

•

Have poorly merchandised displays

– not to planogram, dirty etc

•

Have staff not trained or coached.

Team Members

March 2009

TBC

Put Things Right

People who ‘Put things right’ will…

•

Follow the SSP framework (Listen, Apologise, Solve, Thank)

•

Offer a genuine apology and listen to the customer

•

Have the confidence to ask questions to clarify any points

•

Stay calm

•

Take appropriate swift action

•

Take responsibility and ownership for resolving the complaint

•

Replace, refund etc.

•

Ensure the customer has a positive resolution

•

Explain what they can do, rather than what they can’t do

•

Not offer excuses – customers normally aren’t interested

•

Feel comfortable in dealing with the situation

•

Follow up action as appropriate, to try and prevent it happening again

– e.g. inform Manager/Supervisor

•

Do all of the above because they have been trained, given the opportunity to practice to make perfect,

communicated with via daily huddles/staff meetings, and they work as a team.

People who ‘Put things right’ l won’t…

•

Give a negative first reply – “If you don’t like it”… “I can’t do …”

•

Ignore the SSP framework

•

Fail to listen to the issue so that they end up offering wrong solutions

•

Do nothing, or ignore the issue in the hope it will go away

•

Show disinterest

•

Be silent during the transaction

•

Pass the buck – blaming others

•

Be rude

•

Argue with the customer

•

Say “The Manager isn’t here – fill in a comment card”.

How to…

Team Members

March 2009

TBC

Provide a Memorable Experience

How to…

People who ‘Put things right’ will…

•

react swiftly to customer needs

•

not keep customers waiting

•

provide customers with options and choices relating to additional products and/or ‘up sell’

– and see it as part of offering service, not as ‘hard selling’

•

‘Switch on for service’ (be focused) – smile, be polite

•

adapt their style to different customers – e.g. chatting, offering help etc.

•

manage customer expectations

•

react to, and manage queues

•

prepare the unit/store for peak times

•

create a service environment

•

provide appropriate speed of service

•

enjoy thanking customers and expressing a genuine parting comment appropriate to the customer/situation

present products to standard, regardless of peak periods or the situation

•

apologise for any delay in service, and if appropriate, estimate how long it will take, then deliver quickly

•

do all of the above because they have been trained, given the opportunity to practice to make perfect,

communicated with via daily huddles/staff meetings, and they work as a team.

People who ‘Put things right’ l won’t…

•

Pay ‘lip service’ by not paying attention

•

Forget to interact– make eye contact, parting comments, smile etc.

•

Communicate offers and promotions in a transactional, disinterested manner

•

Keep customers waiting

•

Just ‘be there’… but not react for the customer

– physically there to serve, but just going through

the motions

•

Talk to others and miss the ‘customer moment’

– not reacting to the customer the moment they

are ready to be served

•

Be unprepared for peak times

•

Be rude

•

Give a robotic service – going through the motions

•

Give a slow service – not stepping up a gear

•

Poorly present products

Team Members

March 2009

TBC