Section 1: Welcome to the Family
Lesson 13 of 16
Energy and language standards
+5 XP
Acknowledge in 4, greet in 6. Always , never customer. My pleasure on every thank-you.
ENERGY AND LANGUAGE STANDARDS
THE WORDS AND ENERGY WE USE
- Acknowledge every within 4 seconds of door open. Verbal greet within 6 seconds.
- Always , never customer.
- My pleasure on every thank-you. Not no problem, not no worries, not you got it.
- Repeat the order back, point to the screen, get the to confirm. 100 percent of orders.
- Welcome, Guide, Build, Add-on, Close. The five-step cashier flow on every interaction.
- Make a specific add-on attempt on every order. Not anything else.
- LEAST recovery method (Section 14): Listen, Empathize, Apologize, Solve, Thank.
- Never argue with a . Recover, escalate, document.
- Never use is everything okay. Use specific questions: how is the heat, need extra chutney, how is the first bite.
- Never say I think it should be okay on an allergen. Stop, run the protocol.