Training Station Observation Checklist (TSOC)
Foundation
Customer Expectations
Hospitality
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What is a “Golden Moment”? How would you turn the following
into Golden Moments: a customer walks in with a small child in
their arms, a regular customer orders the same items every visit?
What does it mean to say “kids are the stars”? How can you
make a child feel like a star?
What is hospitality?
Why is hospitality so important?
Hospitality is treating every customer
like a special guest
• Hospitality is important because customers will:
– Respect you
– Have confidence in you
– Tell others about you
– Come back again
Hospitality Standards
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Overview
What are the five hospitality standards?
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2
3
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5
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Genuine welcome and thank you
Cleanliness
Creating Golden Moments
Being a hospitality ambassador
Order accuracy
Creating Golden Moments
• Every customer has special needs. Sometimes it is more obvious
than others: a mother trying to manage several small children while
ordering or a person with a visible disability.
• Anticipating what a customer might need, and then responding
without being asked is what makes your service exceptional. Offer to
help, and if you are not sure how, ask:
– Would you like to be seated and I will take your order?
– Could I help you with that tray?
• Greet regular customers by name, if possible.
• A Golden Moment is an experience that results in a special
relationship between McDonald’s and a customer. Golden Moments
are not planned, they are created when you recognize an opportunity
to do that little bit extra for a customer. In these situations, we get the
chance to really impress a customer, and give them an experience
that they will remember.
• An ordinary situation can be changed into a Golden Moment by how
we handle the situation.
– Hold the door for customers as you are entering the building to
come to work, or if you are working in the lobby.
– Handle special requests quickly and with a smile.
Genuine welcome and thank you
How would you greet someone your own age and someone
older differently?
• Make eye contact with each customer.
– Eye contact generates trust.
– Think about how you make eye contact when you are talking with
a friend.
• Make each customer smile. Keep a smile in your voice, customers
can hear it.
• Customize your greeting.
– Greet every customer with a warm, sincere greeting that
welcomes them to McDonald’s.
– If you know the customer’s name, use it when you greet them.
– Display courtesy and respect in different ways with different
people. Older customers may appreciate a more formal approach
than you would use with a younger customer.
– When a child is with a parent, talk to the child and try to take his or
her order, the child will feel important.
Cleanliness
• Keep your working area clean and inviting. Notify your manager if
there are other areas that need attention.
• Be aware of the cleanliness of the lobby. If you notice that tables
need cleaning, trash bins are full, or the beverage bar is disorganized,
notify your manager.
• When you arrive at work or when you use the restroom, pretend you
are a customer and notice the cleanliness of the restaurant. If there
are any areas that need attention, notify your manager.
• Ensure that your uniform is neat, clean and wrinkle-free, and that you
are well-groomed.
Kids are the Stars
• McDonald’s and children have always had a special relationship.
Children should have a special experience every time they come into
McDonald’s. To make them feel special:
– Give kids a gift from Ronald if they do not have a Happy Meal
– Talk to kids at eye level
– Greet kids separately from the parents and try to take their order,
they will feel important
– Hand kids their Happy Meals
– Inform them of kids areas in the restaurant
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Being a hospitality ambassador
Give an example of how you can fulfill your supporting role as a
hospitality ambassador.
• One of the manager’s key responsibilities is to serve as the lead
hospitality ambassador for the restaurant. However, all employees are
McDonald’s hospitality ambassadors. You play an important role in
supporting the manager in creating a hospitable and inviting
environment for every customer.
• To fulfill your supporting role as a McDonald’s hospitality ambassador
remember these key objectives:
– The customer is the number one reason why McDonald’s is in
business. (Without happy McDonald’s customers, we would not
have jobs.)
– Treat every customer like a valued guest (the way you would like to
be treated when you are a customer).
– Look for opportunities to assist customers with special needs.
8213281-6 May 2013 (05/01/13) Proprietary Information. Unauthorized use is prohibited. ©2012 McDonald’s Corporation.
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Customer Expectations
– When in the dining room, always greet customers in a friendly and
welcoming manner.
– When serving customers, always follow all of McDonald’s service
procedures.
– When interacting with customers, always put your best face
forward by having a smile on your face and a smile in your voice.
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Order accuracy
come with items. It is important that customers receive the correct
condiments and utensils as well as napkins and food items.
Promotions
• Promotions change frequently. It is important for you to know what
each promotion is and what the value is for your customers so that
you can communicate this extra value when customers place their
order.
• Examples of some promotions:
– Food items or meals at a special price
– Games, such as Monopoly
– Special events in your restaurant
• For promotional games, know the general rules and regulations. If a
customer needs more specific information, show the customer
where the rules poster is located.
• Toy selections included in Happy Meals are sometimes different for
girls and boys. There are also “Under 3” toys.
• If a customer wants to substitute a toy, try to give the customer what
they ask for.
What should you do if a customer complains about receiving the
wrong food? What is the cost difference between a Quarter
Pounder Extra Value Meal and an á la carte order of a Quarter
Pounder sandwich, small fries, and a medium Coke? What are the
customer request policies in your restaurant? How would you
handle a request for extra condiments? Name three types of
promotions. What are the current promotion(s) in your
restaurant?
Replacements
• Always double-check the order with the receipt, to make sure it is
right. You can also do more than is expected by knowing how to
handle some common situations.
– Never reuse or resell any items from returned orders, even if it
looks like the item has not been opened.
– If the customer has mistakenly received an item that was not
ordered, always correct the order and apologize for the error.
– Ask your manager if your restaurant has any other policies about
replacements.
Explain the differences
• Some customers might not know how to find the best value (ordering
an Extra Value Meal versus ordering only a sandwich).
Substitutions and additions
• A customer may want to substitute one food item for another in a
meal, such as a shake instead of a Coke, or the customer may want
to add an item, such as bacon on a sandwich. If there is a price
difference, you must clearly communicate what it is and how it
affects the total cost of the meal.
• If a customer has a special request, look at this as an opportunity to
customize their visit and give them exactly what they want.
• Ask your manager or an experienced crew member about the
customer request policies in your restaurant regarding substitutions
and additions.
Condiments
• A customer may want extra condiments or condiments that are not
normally served with a food item or meal. In most cases, you can
satisfy the request at no extra charge.
• In other cases, restaurant policy requires that you charge for extras.
Give customers what they want, but also let them know that there
may be an additional charge.
• In the Drive-thru, ask customers what condiments they want.
Condiments are given out by the presenter.
• Refer to the condiment station guides to identify which condiments
May 2013 (05/01/13)
Attitude is Contagious
The customer is the most important person in
our restaurant
Remember, 80% of a customer’s
experience depends on our attitude
• Without customers, we would not be here.
• Treat customers as you would like to be treated. They may have had a
bad day, need extra time to look at the menu, or be in a hurry.
• Do not serve anything you would not serve to your friends.
• Clean, clean, clean – customers expect spotless surroundings.
• Do more than expected. Your customers will appreciate your
willingness to anticipate their needs and go beyond their
expectations.
• Use your best judgment to satisfy an unhappy customer. You can
make it right.
• Spread a positive attitude.
– Be aware of your actions and thoughts.
– Do not take things personally.
• Choose to be positive.
– Stay calm.
– Stay focused on your work.
• Give positive feedback. Your customers and teammates will feel good,
and the positive attitude will continue to spread.
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Influencing a customer’s attitude
Name two actions you can take to influence a customer’s
attitude.
• Always be polite. If a customer speaks to you in an unfriendly
manner, do not match his or her anger.
• Challenge yourself to turn the customer’s anger into a smile.
• Do not rush customers.
• When a customer is placing a large order, listen to the full order
before suggestive selling or clarifying orders.
• Handle special requests with a smile.
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Customer Expectations
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Quality, Service, Cleanliness and
Value (QSC&V)
Customer recovery
What is the four-step process to customer recovery? What can
you do to satisfy unhappy customers? What are some common
customer complaints that you should be able to handle? Give
some examples of issues you should ask your manager to
handle.
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What is QSC&V?
Define QSC&V. What does value mean at McDonald’s?
When you display hospitable attitudes and behaviors,
you help your restaurant deliver outstanding QSC&V.
Quality ..........Delivering hot, fresh food accurately
Service .........Treating customers like valued guests
Cleanliness...Keeping yourself and the surroundings spotless
Value ............Giving customers their money’s worth
Teamwork
• Occasionally, customers get upset and they might approach you with
a complaint. If this happens, always stay calm, polite, and
professional. Our goal with dissatisfied customers is to move them
from Ow! to WOW! We call this customer recovery.
• When faced with a customer complaint, follow the four-step process
to customer recovery.
1 Listen to the customer’s concerns.
2 Apologize sincerely for the dissatisfaction.
3 Solve the situation to the best of your ability.
4 Thank the customer for their feedback.
• Here are some examples of complaints you should be able to solve
for the customer:
– Provide a missing food item
– Correct a wrong order
– Replace a cold food product
– Fix a sandwich if it was not prepared correctly
– Offer to replace a spilled beverage
• If a customer returns an unsatisfactory product, place the product in
the manager’s waste bucket.
– Never serve a returned product to another customer.
– After replacing an unsatisfactory food product, inform the shift
manager so that the item can be appropriately recorded and followup can take place if necessary.
• Be sure to ask your manager if there are any special rules to follow in
your restaurant when dealing with customer complaints.
• Know what situations you are empowered to handle and when you
should ask your manager to handle the complaint.
• When necessary, politely inform the customer that you need to get a
manager to handle the situation. Here are some examples of when
you should get the shift manager:
– If there is a discrepancy over change issued to a customer
– If a customer hands you a $50 or $100 bill
– For refunds or overrings
– When you receive serious food-related complaints such as
undercooked food, alleged illness, or an alleged foreign object in
the food
– When accidents or injuries occur on the property
– If the customer asks questions about corporate issues
– If a member of the media wants to ask questions about the
restaurant or corporate issues
– When a customer uses abusive language or becomes violent
• By following these guidelines and following the four-step process to
customer recovery, you ensure success in recovering all dissatisfied
customers.
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Using teamwork to deliver customer
satisfaction
Describe three important ways to do your part.
Just as a sports team focuses on winning a
championship, teams at McDonald’s focus on
providing customer satisfaction.
• It takes all of us to make QSC&V happen. We all contribute to
hospitality – not just the front counter and Drive-thru crews.
• Do your part to ensure friendly service, good quality food, and clean
surroundings.
Do your part
• Arrive to work on time. If you are late, your manager must reshuffle
the team to cover your responsibilities. The whole restaurant can be
held up.
• Follow procedures to avoid delay, confusion, and wasted food. It also
helps ensure food safety and quality.
• Maintain your station, restock supplies, and keep your work area as
clean as possible.
• Ask for help when you’re falling behind customer requests. Even
when you are working your hardest, you may find yourself falling
behind. When this happens, ask someone nearby for help.
• Keep learning new stations – the more you can do in the restaurant,
the better you will feel about yourself and the more valuable you will
be to the team.
• Communicate to your manager when you are running low on
products or when you know something that could affect the next
shift.
• When necessary follow the four-step process to customer recovery.
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Customer Expectations
Help out where you can
• When possible, look for opportunities where you can help people at
other stations. You might wash trays for a grill person who is running
low, get fries out of the freezer for the fry station, or help to clean up
a spill that happened nearby. Be sure to check with your manager first
before leaving your station.
• During rush periods, it is important for everyone to pull together and
lend a hand.
• Support team members who may be having problems, like new crew
members who are just getting the hang of things.
• When someone makes a request, it is often a good idea to repeat
what you heard the person say, just to be sure. Then, acknowledge
the request.
• Make suggestions. If you see the same problem occurring time and
time again, tell your manager about it, and offer some possible
solutions if you have them.
• At the end of your shift, make sure you have cleaned and prepared
your station properly, so it is ready for the next person and looks like
you would want it to look at the start of your shift.
Give everybody respect
Everyone deserves to be treated with respect,
kindness, and understanding.
• People who work for McDonald’s come from backgrounds and can
have very different ways of seeing the world – diversity is one of our
biggest strengths. Your co-workers might be different from you in a lot
of ways.
• Some differences are cultural: race, language, ways of speaking and
dressing.
• Some differences have more to do with personality: loud and
boisterous, quiet and shy, friendly, and outgoing.
Recognize the good work of others
• When somebody helps you out or does something that makes your
workday a little bit easier, remember to say thank you.
• When people do a good job, congratulate them.
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Number of checkboxes missed ______. 100% needed to pass.
Trainee name
May 2013 (05/01/13)
Date
Trainer name
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