Order Taking
SOC - Customer Experience
Order Taking
GREET
Are You Ready to Work?
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 Aware of availability of the current promotion and Happy Meal premiums • © Checks that till is working correctly, and float is counted and signed for • © Checks all till and card reader cables are secure • Change is requested as needed • © Checks receipt printer is working and there is sufficient stock of till rolls •
ORDER
PAYMENT
• • • •
Till is locked when Crew Member is on break Crew Member and manager take the till drawer to the office to be cashed up Once the till is cashed up, Crew Member signs the BCB, agreeing any discrepancies Crew Member does not take orders or handle money from any till other than the one that has been signed for After payment, Crew Member guides customers on their journey, whilst maintaining a • personal connection with them Uses the names of other crew/managers to show real teamwork e.g. ‘Martin will have • your order ready for you in a moment’
Dual Point Service (order collected at Collection Point)
Hands every customer their receipt indicating their customer order number • © Explains that their customer order number will turn green on the screen as soon as • the order is ready to collect
Guides customer towards the collection area using an open handed gesture and • invites them to collect straws and napking from the condiment bar
Greet
Makes conversation with customer before they head to the collection area if no other •
© Uses a genuine smile, positive eye contact and body language • Greets customers promptly, as they approach the counter. Raises hand to show •
Station Maintenance
© Greetings should be delivered enthusiastically and in a friendly tone of voice and •
Carries out secondary responsibilities to a high standard • © Area is kept clean and tidy using clean sanitised red border cloths. Cloths kept in •
eagerness to take the customer’s order (only if required)
always consist of two parts; a welcome and a request to take the order e.g. “Hi, may I take your order please?”. Greetings are personalised where possible
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 20-25 seconds • © Suggestive selling or selling up, e.g. “Is that a large Big Mac meal?”, is used only • once (where appropriate 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 • © Allows customer to set the pace for the exchange and explains where further • information is available, e.g. trayliners, menu board and customer information boards © Passes allergen queries on to a manager • Ensures all condiments are entered into till to assist order assembly team • Asks the customer if their order is eat-in or take-away using a closed question e.g. ‘Are • you eating in today?’ and enters into the till to assist the Runner/Presenter Keeps smiling and uses a pleasant tone of voice, engaging in conversation with • customers (time permitting) Helps kiosk customers to place their order as required •
Payment
customer is waiting to be served
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
Delivering a Great Customer Experience © Treats all crew and customers with courtesy and respect • © Acknowledges all customers within 2 metres with a smile or greeting • © Clearly and pleasantly communicates and acknowledges requests and helps • maintain Crew morale
© Values feedback to make it right for customers • Values customers’ time and works with a sense of priority • © Uses teamwork to improve service by flexing in to assist with kiosk, beverages and • desserts, running, checking and presenting
Understands the role of a ‘flexing till’ and how to balance the role of order taking at •
peak and supporting order assembly and the preparation of beverages and desserts
© The price is clearly stated. Receipt of payment is acknowledged with a “thank you”. • States amount of money customer gives • © When handling bank notes all notes are checked for forgery • © Notes are laid across the drawer until change is given. A Manager is asked to check • notes of a large denomination. Clearly states the amount of change, counts amount and places in the customer’s hand. Credit card and LV procedures followed correctly © Receives cashless/contactless payment following correct procedures • © Cash/cashless 10-15 second payment times achieved • Ensures all orders have a printed receipt • © Follows all dual cash procedures correctly: • • Crew Member is responsible for the float once it has been counted and signed for • Crew Member is present when change deposits are made into the till and when money is taken out during cash skims
© Works with optimum speed and efficiency to keep up with customer flow • © Handles minor complaints effectively. Calls for Manager to resolve other complaints • © Adapts behaviour to suit different customer needs and expectations. • Keeps queues moving and gives clear direction on next steps • Uses common sense for single item/small orders, completing and presenting these • orders themselves where appropriate
© Consistently demonstrates Vital Ingredients behaviour and has a positive impact on • • • • •
the customer experience. Examples include: Exceeding customer expectations at every opportunity Interacting with customers individually Offering help to customers who are unfamiliar with our menu Personalising interactions e.g. ‘Martin will get your 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
© All Critical Factors passed? Y / N Date:
Observer Name:
Employee Name:
Observer Signature:
Employee Signature: EOTF120815V4
Order Taking
GREET
Are You Ready to Work?
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 Aware of availability of the current promotion and Happy Meal premiums • © Checks that till is working correctly, and float is counted and signed for • © Checks all till and card reader cables are secure • Change is requested as needed • © Checks receipt printer is working and there is sufficient stock of till rolls •
ORDER
PAYMENT
• • • •
Till is locked when Crew Member is on break Crew Member and manager take the till drawer to the office to be cashed up Once the till is cashed up, Crew Member signs the BCB, agreeing any discrepancies Crew Member does not take orders or handle money from any till other than the one that has been signed for After payment, Crew Member guides customers on their journey, whilst maintaining a • personal connection with them Uses the names of other crew/managers to show real teamwork e.g. ‘Martin will have • your order ready for you in a moment’
Dual Point Service (order collected at Collection Point)
Hands every customer their receipt indicating their customer order number • © Explains that their customer order number will turn green on the screen as soon as • the order is ready to collect
Guides customer towards the collection area using an open handed gesture and • invites them to collect straws and napking from the condiment bar
Greet
Makes conversation with customer before they head to the collection area if no other •
© Uses a genuine smile, positive eye contact and body language • Greets customers promptly, as they approach the counter. Raises hand to show •
Station Maintenance
© Greetings should be delivered enthusiastically and in a friendly tone of voice and •
Carries out secondary responsibilities to a high standard • © Area is kept clean and tidy using clean sanitised red border cloths. Cloths kept in •
eagerness to take the customer’s order (only if required)
always consist of two parts; a welcome and a request to take the order e.g. “Hi, may I take your order please?”. Greetings are personalised where possible
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 20-25 seconds • © Suggestive selling or selling up, e.g. “Is that a large Big Mac meal?”, is used only • once (where appropriate 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 • © Allows customer to set the pace for the exchange and explains where further • information is available, e.g. trayliners, menu board and customer information boards © Passes allergen queries on to a manager • Ensures all condiments are entered into till to assist order assembly team • Asks the customer if their order is eat-in or take-away using a closed question e.g. ‘Are • you eating in today?’ and enters into the till to assist the Runner/Presenter Keeps smiling and uses a pleasant tone of voice, engaging in conversation with • customers (time permitting) Helps kiosk customers to place their order as required •
Payment
customer is waiting to be served
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
Delivering a Great Customer Experience © Treats all crew and customers with courtesy and respect • © Acknowledges all customers within 2 metres with a smile or greeting • © Clearly and pleasantly communicates and acknowledges requests and helps • maintain Crew morale
© Values feedback to make it right for customers • Values customers’ time and works with a sense of priority • © Uses teamwork to improve service by flexing in to assist with kiosk, beverages and • desserts, running, checking and presenting
Understands the role of a ‘flexing till’ and how to balance the role of order taking at •
peak and supporting order assembly and the preparation of beverages and desserts
© The price is clearly stated. Receipt of payment is acknowledged with a “thank you”. • States amount of money customer gives • © When handling bank notes all notes are checked for forgery • © Notes are laid across the drawer until change is given. A Manager is asked to check • notes of a large denomination. Clearly states the amount of change, counts amount and places in the customer’s hand. Credit card and LV procedures followed correctly © Receives cashless/contactless payment following correct procedures • © Cash/cashless 10-15 second payment times achieved • Ensures all orders have a printed receipt • © Follows all dual cash procedures correctly: • • Crew Member is responsible for the float once it has been counted and signed for • Crew Member is present when change deposits are made into the till and when money is taken out during cash skims
© Works with optimum speed and efficiency to keep up with customer flow • © Handles minor complaints effectively. Calls for Manager to resolve other complaints • © Adapts behaviour to suit different customer needs and expectations. • Keeps queues moving and gives clear direction on next steps • Uses common sense for single item/small orders, completing and presenting these • orders themselves where appropriate
© Consistently demonstrates Vital Ingredients behaviour and has a positive impact on • • • • •
the customer experience. Examples include: Exceeding customer expectations at every opportunity Interacting with customers individually Offering help to customers who are unfamiliar with our menu Personalising interactions e.g. ‘Martin will get your 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
© All Critical Factors passed? Y / N Date:
Observer Name:
Employee Name:
Observer Signature:
Employee Signature: EOTF120815V4
