Drive-thru Order Taking
SOC – Customer Experience
Drive-thru Order Taking
Are You Ready to Work?
GREET
ORDER
PAYMENT
Cashless
Relevant eLearning module has been completed • Uniform neat and clean, name badge, apron and hairnet in place (where applicable) • Hands are washed using the 5 step method and dried thoroughly whenever they could • have been contaminated and following the timed hand-washing system
Station Preparation Checks that till is working correctly, and float is counted and signed for • Checks all till and card reader cables are secure • HHOT/headset batteries are on charge when not in use (if applicable) • Aware of Drive-thru targets, the current promotion and Happy Meal premiums • Change is requested as needed •
Greet Responds immediately to the arrival of a car or upon hearing the headset bleep. •
Greets customer with two-part greeting within 10 seconds, using sincere tone of voice
Friendly and enthusiastic greeting. Smiles whilst greeting the customer to ensure the • correct tone of voice is used
Greetings are personalised, for example, different each time and regular customers • are treated by name where known
Order Does not interrupt the customer; gives the customer their undivided attention •
throughout the order, without communicating with other staff until the entire order has been placed Takes order within 25 seconds • Suggestive selling or selling up is used only once and not to children • Clarifies order by asking questions that require a yes/no answer e.g. ‘Is that a Coke • with your meal?’ (except for children’s orders) Ensures order accuracy and responds positively to customers’ questions • Understands how to use the smart reminders on the till • Asks the customer to check if their order is correct on the COD screen before moving • to the payment window. Stores the order at the correct point (Merge point in SBS/Tandem restaurants) • When asked about allergen queries, directs the customer to a parking space and asks • them to come into the restaurant and speak with a manager Ensures all condiments are entered into till to assist Drive-thru team assembling order •
States price of order. Presses credit/debit card button on till • Passes terminal out of window to customer, invites the customer to insert their card • (does not touch card). When the screen says ‘approved’ offers to take the terminal back If there is a problem with the card, refers to card procedures • Smiles and thanks customer and directs them to the order collection window •
Dual Role – Giving each Customer their Full Attention
Gives each customer their full attention and ensures a good customer experience is •
achieved in low volume situations when doing both the order taker and cashier role and multiple cars arrive When working a dual role, priority is given to cashier role, e.g. If taking payment from • a customer at the window and a car arrives at the COD whilst managing the cash drawer, greets the customer in a manner such as “Good morning / Good afternoon, sorry for the delay. I’ll be with you in a few seconds”. Smiles, gives change to the first car and directs them to the order collection window to collect their order. Re-greets car 2 with a greeting such as “Hi, thanks for waiting, can I take your order please?” When asking the customer to wait, this communication must occur within 10 seconds • of the car arriving at the COD Never takes the order for a customer at the same time as taking payment from • another, ensuring each customer receives their full attention
Station Maintenance Carries out secondary responsibilities to a high standard • Area is kept clean and tidy using clean sanitised red border cloths. Cloths kept in • appropriate pots and changed at least every 30 minutes or when soiled
Identifies issues with low stock levels and informs manager immediately • Products discarded at the end of their secondary holding time and recorded as waste • Cleans area floor with correct procedures to prevent slips, trips and falls • Places Caution Wet Floor signs near areas to be mopped and removes when dry. • Reacts to spills quickly
PM and Cleaning tasks are performed as per PM and Cleaning Cards • Cleaning never takes place above open food or food packaging • Chemicals are stored in correct containers away from food, food packaging, food • equipment and utensils
Ensures all areas are clean and tidy, with no clutter in customers’ view. Visual display • monitor above the till must be free of smears and smudges
Order Taking on HHOT
Delivering a Great Customer Experience
does not walk the line Always prompts car to order from COD if available. Only takes order on HHOT if • another car already at COD HHOT order is only sent when the car •
Treats all crew and customers with courtesy and respect • Values feedback to make it right for customers • Values customers’ time and works with a sense of priority • Works with optimum speed and efficiency to keep up with customer flow • Flexes in to assist with Beverages/Desserts as applicable (if working secondary lane •
Ensures HHOT remains in a fixed position at the next car position before COD and •
Payment
SBS)
Cash payments taken in 15 seconds or less • To select the correct order, identify the customer at the window on the till screen by • selecting the appropriate photograph (SBS/Tandem only)
Greets the customer, smiles, makes eye contact and states the total amount of the •
order to the customer States amount of money the customer gives for payment and places money face • down across back of cash drawer States amount of change, counts amount (only if coin dispenser not in use) and places • in the customer’s hand. Closes cash drawer (if applicable, slots the notes into the note store next to the till) Ensures coin dispenser/change is topped up as necessary throughout the shift • Smiles and thanks customer and directs to the order collection window •
Handles minor complaints effectively. Calls for Manager to resolve other complaints • Adapts behaviour to suit different customer needs and expectations • Consistently demonstrates Vital Ingredients behaviour and has a positive impact on • • • • • •
the customer experience. Examples include: Exceeding customer expectations at every opportunity Making it special by smiling when talking to a customer using the COD Acting in a fast and friendly way to ensure target service times are met Maintaining a warm smile and friendly tone throughout the customer interaction Personalising interactions e.g. ‘Martin will get you order’; ‘Alex will look after you’
Remember there are other ways in which Crew can demonstrate the Vital Ingredients
Appreciative and Constructive Feedback Section Strengths
Which procedures did the employee perform well? Give an example of how the employee demonstrated the Vital Ingredients
Opportunities
Which procedure could the employee improve? Which behaviours could be improved to make the customer experience better?
If you need to make more comments in either strength or opportunities use the back of the SOC Number of checkboxes achieved % (80% needed to pass)
/ 58 Date:
Observer Name:
Employee Name:
Observer Signature:
Employee Signature: EOTF120815V4
Drive-thru Order Taking
Are You Ready to Work?
GREET
ORDER
PAYMENT
Cashless
Relevant eLearning module has been completed • Uniform neat and clean, name badge, apron and hairnet in place (where applicable) • Hands are washed using the 5 step method and dried thoroughly whenever they could • have been contaminated and following the timed hand-washing system
Station Preparation Checks that till is working correctly, and float is counted and signed for • Checks all till and card reader cables are secure • HHOT/headset batteries are on charge when not in use (if applicable) • Aware of Drive-thru targets, the current promotion and Happy Meal premiums • Change is requested as needed •
Greet Responds immediately to the arrival of a car or upon hearing the headset bleep. •
Greets customer with two-part greeting within 10 seconds, using sincere tone of voice
Friendly and enthusiastic greeting. Smiles whilst greeting the customer to ensure the • correct tone of voice is used
Greetings are personalised, for example, different each time and regular customers • are treated by name where known
Order Does not interrupt the customer; gives the customer their undivided attention •
throughout the order, without communicating with other staff until the entire order has been placed Takes order within 25 seconds • Suggestive selling or selling up is used only once and not to children • Clarifies order by asking questions that require a yes/no answer e.g. ‘Is that a Coke • with your meal?’ (except for children’s orders) Ensures order accuracy and responds positively to customers’ questions • Understands how to use the smart reminders on the till • Asks the customer to check if their order is correct on the COD screen before moving • to the payment window. Stores the order at the correct point (Merge point in SBS/Tandem restaurants) • When asked about allergen queries, directs the customer to a parking space and asks • them to come into the restaurant and speak with a manager Ensures all condiments are entered into till to assist Drive-thru team assembling order •
States price of order. Presses credit/debit card button on till • Passes terminal out of window to customer, invites the customer to insert their card • (does not touch card). When the screen says ‘approved’ offers to take the terminal back If there is a problem with the card, refers to card procedures • Smiles and thanks customer and directs them to the order collection window •
Dual Role – Giving each Customer their Full Attention
Gives each customer their full attention and ensures a good customer experience is •
achieved in low volume situations when doing both the order taker and cashier role and multiple cars arrive When working a dual role, priority is given to cashier role, e.g. If taking payment from • a customer at the window and a car arrives at the COD whilst managing the cash drawer, greets the customer in a manner such as “Good morning / Good afternoon, sorry for the delay. I’ll be with you in a few seconds”. Smiles, gives change to the first car and directs them to the order collection window to collect their order. Re-greets car 2 with a greeting such as “Hi, thanks for waiting, can I take your order please?” When asking the customer to wait, this communication must occur within 10 seconds • of the car arriving at the COD Never takes the order for a customer at the same time as taking payment from • another, ensuring each customer receives their full attention
Station Maintenance Carries out secondary responsibilities to a high standard • Area is kept clean and tidy using clean sanitised red border cloths. Cloths kept in • appropriate pots and changed at least every 30 minutes or when soiled
Identifies issues with low stock levels and informs manager immediately • Products discarded at the end of their secondary holding time and recorded as waste • Cleans area floor with correct procedures to prevent slips, trips and falls • Places Caution Wet Floor signs near areas to be mopped and removes when dry. • Reacts to spills quickly
PM and Cleaning tasks are performed as per PM and Cleaning Cards • Cleaning never takes place above open food or food packaging • Chemicals are stored in correct containers away from food, food packaging, food • equipment and utensils
Ensures all areas are clean and tidy, with no clutter in customers’ view. Visual display • monitor above the till must be free of smears and smudges
Order Taking on HHOT
Delivering a Great Customer Experience
does not walk the line Always prompts car to order from COD if available. Only takes order on HHOT if • another car already at COD HHOT order is only sent when the car •
Treats all crew and customers with courtesy and respect • Values feedback to make it right for customers • Values customers’ time and works with a sense of priority • Works with optimum speed and efficiency to keep up with customer flow • Flexes in to assist with Beverages/Desserts as applicable (if working secondary lane •
Ensures HHOT remains in a fixed position at the next car position before COD and •
Payment
SBS)
Cash payments taken in 15 seconds or less • To select the correct order, identify the customer at the window on the till screen by • selecting the appropriate photograph (SBS/Tandem only)
Greets the customer, smiles, makes eye contact and states the total amount of the •
order to the customer States amount of money the customer gives for payment and places money face • down across back of cash drawer States amount of change, counts amount (only if coin dispenser not in use) and places • in the customer’s hand. Closes cash drawer (if applicable, slots the notes into the note store next to the till) Ensures coin dispenser/change is topped up as necessary throughout the shift • Smiles and thanks customer and directs to the order collection window •
Handles minor complaints effectively. Calls for Manager to resolve other complaints • Adapts behaviour to suit different customer needs and expectations • Consistently demonstrates Vital Ingredients behaviour and has a positive impact on • • • • • •
the customer experience. Examples include: Exceeding customer expectations at every opportunity Making it special by smiling when talking to a customer using the COD Acting in a fast and friendly way to ensure target service times are met Maintaining a warm smile and friendly tone throughout the customer interaction Personalising interactions e.g. ‘Martin will get you order’; ‘Alex will look after you’
Remember there are other ways in which Crew can demonstrate the Vital Ingredients
Appreciative and Constructive Feedback Section Strengths
Which procedures did the employee perform well? Give an example of how the employee demonstrated the Vital Ingredients
Opportunities
Which procedure could the employee improve? Which behaviours could be improved to make the customer experience better?
If you need to make more comments in either strength or opportunities use the back of the SOC Number of checkboxes achieved % (80% needed to pass)
/ 58 Date:
Observer Name:
Employee Name:
Observer Signature:
Employee Signature: EOTF120815V4
