DT CORE 4 Assessment

Your Name

Date

Name of Team Member you're assessing?

Please be honest on all your answers as we look for ways to improve our Customer Experience at our store. This assessment is a tool to find out gaps in our service and correct recurring issues.

FOCUS: Did conversation among team members cease when the guest (s) approached the drive-thru?

MENU: Was a handheld menu readily available if the guest requested?

GREETINGS: Did the team member properly greet the guest(s)? (Welcome to Chick-fil-A! May I get your name for the order?)

EYE CONTACT Please observe Order Taker interactions with 3-5 guests! Then, answer the following question: Did the order taker make EYE CONTACT when greeting the Guests and throughout the transactions? Please make detailed notes of your observation below.

SMILE Please observe Order Taker interactions with 3-5 guests! Then, answer the following question: Did the order taker SMILE when greeting the Guests and throughout the transactions? Please make detailed notes of your observation below.

SPEAK ENTHUSIASTICALLY Please observe Order Taker interactions with 3-5 guests! Then, answer the following question: Did the order taker Speak Enthusiastically when greeting the Guests and throughout the transactions? Please make detailed notes below.

ALWAYS SAY MY PLEASURE Please observe Order Taker interactions with 3-5 guests! Then, answer the following question: Did the order taker SAY MY PLEASURE in response to a Guests thank you throughout the transaction? Please make detailed notes below.

USING GUEST'S NAME: Did the order taker use the guest's name at least 3 times in during the transaction: “How may I serve you today, John?” “Will that complete your order, John?”

ATTENTIVE & COURTEOUS Please observe Order Taker interactions with 3-5 guests! Then, answer the following question: Was the Order Taker ATTENTIVE to the Guest and COURTEOUS while speaking with them (body language, gestures)? Please make notes below.

ELEVATED LANGUAGE: Please observe Order Taker interactions with 3-5 guests! Did the Order Taker demonstrate Language of Hospitality and used ELEVATED LANGUAGE throughout the transaction (How may I serve you, Absolutely, I'd be glad to!) Please make notes.

UPSELL: Did the order taker ATTEMPT to upsell?

REPEAT ORDERS: Did the order taker repeat back the order in its entirety?

GUEST INTERACTION: Did the order taker create a moment with the guest: Ask how their day is, compliment them, surprise and delight, hold the door for the guest, etc?

RECEIPT Please observe Order Taker interactions with 3-5 guests! Then, answer the following question: Did the order taker provide a receipt to every Guest with every transaction?

CLEAR DIRECTION: Did the order taker direct the guest? (John, you can pull around the building, and one of our team members will bring your meal right out to you.)

FOND FAREWELL Please observe Order Taker interactions with 3-5 guests! Did the order taker properly provide every Guest a fond farewell during all transactions (Thank you for choosing Chick-fil-A! Enjoy your meal! Have a blessed day!)

Do you have any additional feedback or coaching you would like to provide the order taker?

Did you have a chance to talk with the order taker about your assessment?

Yes