s heetz #357 t eam m eeting. c ustomer s ervice s hops 2015 categories fs customer service...
TRANSCRIPT
SHEETZ #357 TEAM MEETING
CUSTOMER SERVICE SHOPS 2015
Categories FS Customer Service Experience- 20 points Beverage Customer Service Experience- 20
points POS Customer Service Experience- 20 points Merchandising- 5 points Restaurant Appearance- 30 points Car Wash Area- 5 points Seating Areas- 5 points Hospitality Bonus- 5 points
FOOD SERVICE CUSTOMER SERVICE EXPERIENCE
Packaging Correct wrap/ Napkin holders stocked/ 1 napkin
per item Food Presentation
Food spilled on outside of wrapper/ Messy/ Sloppy/ Not toasted properly
Accuracy & Portioning Incorrect portioning/ Missing ingredient
Food & Beverage Delivery Order not called out or unprofessional Employee raised voice and did not use
microphone Drop and Run
FOOD SERVICE CUSTOMER SERVICE EXPERIENCE AUTO FAILS
Any Missing MTO food ingredient on item Any extra items on item Employee prepares item without washing
hands Employee prepares item without wearing
gloves Hot item is uncooked
BEVERAGE CUSTOMER SERVICE
Beverage Area Fixing Bar Stocked In stock of all items/ cup carriers/ straws/cows
SBC Drink Presentation Spillage outside of cup/ coffee sleeve/incorrect
size SBC Beverage Accuracy & Portioning
More than 1 inch from top/ no foam/ unblended Self Serve Beverage Available & Fresh
All flavors available/ blinking lights/pop & iced tea available
BEVERAGE CUSTOMER SERVICE AUTO FAILS
Any missing SBC ingredient Extra ingredient 2 inches or more from top Receives incorrect drink Employee does not wash hands
POS CUSTOMER SERVICE Meets Speed Principle
3 to 1 ratio/ customer had to wait for employee to finish task
Greeting Hello/ How are you/ Hi/ May I help you/Good
morning No greeting/ Next?/ What’s up?
Smiling/ Personable No eye contact/ smile/ rude service/ throwing
money back Sheetz My Card
Does not ask any customers during visit/ does not suggest card to those who do not throw it
Thank you
POS CUSTOMER SERVICE AUTO FAILS
Arguing with Customers Mention of call offs or being short staffed Employees acting in an unprofessional
manner
COOLER & CANDY MERCHANDISING
Candy Aisle Bumps Fully Stocked No double facing 1-4 holes= 1 point 5-9 holes= 3 points 10+ holes= 5 points
Coolers Fully stocked 1-4 holes= 1 point 5-9 holes= 3 points 10+ holes= 5 points
RESTAURANT APPEARANCE
MTO Kitchen Cleanliness Unclean kitchen floor/counters, trash
overflowing, Spoilage in view, broken down boxes
Beverage Area Cleanliness Dried spills, Unclean coffee/cow
dispensers/cup’occino Glass/Coolers/ Sales Floor Cleanliness
Unclean front doors, cooler doors, windows, bakery case, floors, carpet, POS area
Parking Lot Area Sidewalks, Curbs, dumpster gates closed, paper
towels, WWF stocked, gas pumps clean
RESTROOMS
Essential Items Clean & Stocked Clean toilets, floor, sink area, mirror, doors,
ceiling, etc Stocked- paper towels, toilet paper, seat liners,
clean promise sign, and baby liners
EMPLOYEE APPEARANCE
Store Employees in full & clean uniform Clean shirt/apron/jacket Hat worn at all times Readable nametag Headset worn Approved uniform Hair care, personal hygiene
CAR WASH
Car wash area clean Trash not overflowing
SEATING AREA
Outdoor seating area added No overflowing trash Clean tables Clean/free of litter
HOSPITALITY BONUS Employees display exceptional hospitality Holding doors open/ thanking them for visit Giving Personal Attention
Assisting at order points, locating product Making requested coffee flavors during off peak
w/o hesitation Engaging w/customers at pickup window, POS
area, and sales floor Assisting at pumps Immediately reacting to a complaint in
professional way Suggestively selling loyalty specials Offering cup of coffee as part of It’s Fresh or Free Acknowledge customer by name at POS/ Pickup
window
QA CHANGES 2015
We have adopted a letter grade scoring system
Expectation is a minimum “A” standard Provides consistency between our internal
audit system and outside inspections The Bonus for receiving an A grade is
significantly higher than before
QA BONUS
Grade A (92%-100%) FT SS $100 per quarter, <40 prorated FT SA $75 per quarter, <40 prorated
Grade B (90%-91.99%) FT SS $50 per quarter, <40 prorated FT SA $45 per quarter, <40 prorated
Grade C (88%-89.99%) FT SS $20 per quarter, <40 prorated FT SA $15 per quarter, <40 prorated
Grade D or F (85%-87.99%) No Bonus
NEW ONLINE ORDERING 10/15 Soft Go Live Oct 13th
Store Employee Testing Official Go Live Oct 15th Customers can place orders via website or
smartphone Limited MTO menu no SBC
Customers must create an online account before ordering
Customers will pay in store for their orders All orders default to a 15 minute pickup time Orders will appear directly on your kitchen
monitors as though they were placed on the orderpoint
Customers will pay at the POS before picking up their order Order confirmations will have a scannable barcode
NEW ONLINE ORDERING 10/15
Why? To support our 50K F&B goal, continue to update our
menu and provide more options to our customers What do I do if the customer comes in w/o a
receipt? You can recall order as you normally would
What do I do if a customer states they placed an order online but we do not have it in our system? TCF! Apologize and make the order asap
What do I do if the customer wants to add items to their order? You may ring additional items when you ring their sale
Can a customer specify a pick up time? Not at this time
NEW ONLINE ORDERING 2015 What if a customer is having trouble viewing the
website? Make sure they do not put the www in front of the web
address Can customers make special requests?
They can try but the monitor will only show so many letters. It is best that they call the number to place special requests
Where should I hold customers hot orders? You can use either the top of fry dump or grab n go
cart If I skip an order does it impact pass/fail report?
Yes it will. Make orders in the correct order I’m seeing the same customer online order two or
more times- What do I do? Some customers get a failed message so they place
the order twice. If you see this, please call customer to confirm