Legendary Service
Greeting all customers when they're within 10 feet and within the first 10 seconds of entering your department
What is step 1 of the "Four Steps of Legendary Customer Service"?
Bulky items, such as firewood or cases of water, should never go on the belt and must be scanned this way.
What is using the handheld scanner
To differentiate our service through leadership we must?
Verify the store is properly scheduling front end coordinators to ensure they can identify and address any inefficiencies or poor service behaviors on the front end and in the parking lot.
Never allow Minors to use
What is Foam Sans?
Making recommendations, offering helpful information, highlighting savings, sharing positive experiences, and providing extra services like walking a customer to a product exemplifies this step of Legendary Customer Service.
What is Step 3: Creating their happily ever after
This associate is the primary person responsible for using the handheld scanner.
Who is the Front Service Clerk?
Most of the week, these roles should be scheduled for CS-FEC.
Who are CSM, ACSM, and CSTL?
These four areas—the compactor pad, pad drain, trash chute, and trash chute door.
What are the areas of the trash compactor that need cleaning?
After meeting or exceeding customer needs, this step of Legendary Customer Service involves thanking them and inviting them back, asking about their experience, or expressing you look forward to seeing them again.
What is Step 4: Thank the customer and invite them back?
The front service clerk should watch for these before bagging an order.
What are items without a lookup number?
This type of labor should be scheduled when you have the most associates in the CS-Bag role.
What is CS-FEC labor?
You can find this cleaning schedule on the Publix Property Portal under References > General Reference>
What is the compactor cleaning schedule?
This step of Legendary Customer Service involves observing the customer’s facial expression, shopping situation, and items in their cart to identify opportunities to meet their needs.
What is Step 2: use your observation skills to engage the customer
Assigning this training as a secondary job ensures associates understand role expectations and helps the front end run more efficiently.
What is CS-FEC training?
Proper maintenance of this helps reduce flies and other pests in and around the store.
What is the trash compactor?
f your store doesn’t earn CS-FEC labor, consider scheduling this role—or a CSS trained in FEC—in the CS-Bag position to provide front-end leadership.
Who is the CSTL?