❏ Menu

❏ Grab & Go (products & available times)

❏ Order Screen (ability to navigate easily to help customers)

❏ Displays clear, professional, and positive communication practices

❏ Understands customer recovery model

❏ Listen – Actively

❏ Apologize – Genuinely

❏ Fix it – Make it right

❏ Follow up – Ensure we have won back the customers trust

❏ Has practiced customer service scenarios using role play

❏ Customer received an incorrect food item and is upset

❏ Customer waited longer than usual for food and is frustrated

❏ We are out of a certain product (C-store) and the customer is upset

❏ Expresses empathy with customers as issues arise

❏ Understands when to escalate issues to a manager and/or when to have the GM follow up on an issue