SSV Approach
Name one of the three pillars in the Shift Supervisor Approach
What is Creating the Environment, Running Shifts with Customers at our Core, Solving Problems in the Moment
Name one of the 5 key moments
What is Warmly Greet Custome, Offer For-Here Ware, Craft Beverage with Message on Cup, Direct Hand-Off Clean Lobby & Condiment Bar
Name one of the three service expectations
Welcome with a smile, Learn names and orders, thank with eye contact
What an SSV should do to assess the store condition (on mydaily)
What is a Store Walk
What is the temperature danger zone?
What is 41°F to 135°F
What does, in terms of the SSV approach, LOA stand for and what is the purpose?
What is Learning, Owning, Advising, to plot where an SSV is in their development path
What is one of the creating moments of connection on the green apron card?
What is Observe and respond to each customer’s cues. Get to know each customer in a way that’s right for them. Recognize regular and new customers and create a sense of belonging for all, Ensure every customer has what they need to enjoy their visit. Spread joy and appreciate customers at every opportunity. Genuinely welcome customers throughout the store
What would you call handing a customer their items into their hands and making eye contact while inviting them to return?
What is a Direct Hand-off?
The app that you set the play in
What is Playbuilder
What does CSR stand for and what app do you validate CSR in?
What is the Act decision making model and what does it stand for?
What is "Assess, Consider, Take Action" and Helps those leading the shift understand how to keep the coffehouse safe, welcoming and meeting customer and partner needs.
What prompt pops up when a partner is ringing a customer up?
What is our customer promise?
What is Serve the world’s finest coffee, with a moment of connection.
Where would you place orders, check for counts, verfiy receipts, etc.?
What is Inventory Management System (IMS)
What temperature should sani concentration be at and when do you wet the towels with sani, before or after putting in buckets/trays?
Cool to lukewarm, 65 to 72 degrees and towels should be saturated prior to placing in buckets and trays.
What are the three steps of the Shift Pattern, in order?
What is Prepare, Lead, Transition
What is the Customer Service Standard?
What is "We warmly acknowledge every customer, engage with kindness and make every moment right."
What are the steps of the Latte Model
Listen, Apologize, Take Action, Thank, Ensure Satisfaction
When should an inventory count be completed?
What point weight does a Critical, Major and Minor hold and what is a passing score for Ecosure?
Critical 5 pts, Major 3 pts, Minor 1pt, and 85 is a passing score but expectation is 95 and above!
Name all three of the pillars in the SSV Approach.
What is Creating the Environment, Running Shifts with Customers at our Core, Solving Problems in the Moment
Name the 5 Key Moments
What is Warmly Greet Customers, Offer For-Here Ware, Craft Beverage with Message on Cup, Direct Hand-Off, Clean Lobby & Condiment Bar
Name the three service expectations
Welcome with a smile, Learn names and orders, thank with eye contact
What should an SSV do prior to partners getting on the floor and where can you find it?
When a digital temp sensor or the whole log is not working, what steps should an SSV do to ensure food safety compliance?
What is Temp the items manually and log the missing temps in the DRB for the appropriate time and day. Immediately place a ticket for the sensor having issues.