Elevated language
This is how we greet guest while on the headset
Thank you for choosing Chick-Fil-A Conyers.
We say this to enhance the guest experience.
My pleasure.
We use this when guests are experiencing less value than they paid for.
THE HEARD MODEL
The code to the break room.
1234*
Generic numbers for iPad are 9991 and 9992
True
Instead of saying "I don't know" we can say
I'll find out
We do this to promote friendliness and warmth
We smile
We do this when we clarify to understand.
Hear.
What color mop is designated for floor cleaning for the restroom?
Red
We always clock in before we put our stuff down.
False
Instead of saying "what do you need " or "what do want"we say
How can i serve you?
We use this to show attentivness.
Eye Contact
We might use the second-mile service during this part of the model.
Delight
This is the max number of sauces we can give to a guest. (Not including large or catering orders)
7 sauces
You are given an entree and side when working less than 5 hours.
false
"What else may I do for you today" is an example of this.
Anticipate the guest's request.
Choosing words that reflect your excitement and passion.
Speak with a friendly tone.
Part of this model involves owning the issue and solving the problem.
Resolve
We put these outside when we set up meal delivery.
Saftey Post
Resolve is part of our mission.
True
"Have a lovely day" is an example of this.
Fond Farwell
These are examples of creating a moment.
Warm welcomes and fond farewells.
Finding little things to spread joy.
Using the guest name.
We validate their complaint and show that we care.
Empathize
This should be the temperature of our milkshake base at all times.
40 degrees F or lower
3 to 5 pickles go in each cup.
false