Cleveleys Morrisons Management Dashboard

Front End Services Overview

The Front End is a critical customer interaction point, encompassing checkouts, Customer Service Desk (CSD), Kiosk, Self Checkouts, and the Car Park. Our goal is to provide friendly, helpful, and efficient service at all times.

Key principles include adhering to the Customer First behaviours, managing queues effectively (1+1 rule), maintaining clean and organised service areas, and ensuring all equipment is operational.

Key Service Behaviours & Principles

All Front End colleagues must consistently demonstrate our key service behaviours:

• Greet Customers: Acknowledge every customer with a friendly greeting.
• Offer a Basket: Be proactive if a customer looks like they need one.
• Answer Questions: Always aim to help and say "Yes".

Refer to the Operations page for the full Customer First 15-point plan covering Assistance, Experience, and Families pillars.

Regular colleague observations focusing on these behaviours are crucial for coaching and maintaining standards.

Operating Clocks & Routines

Following structured routines ensures consistent service and operational efficiency.

Queue Management

Efficient queue management is vital for customer satisfaction. Our standard is **1 customer being served + 1 customer waiting (1+1)**.

Principles:

• Main Bank: At least one main bank till must be open during all trading hours. Schedule additional tills based on planners and customer demand.
• Self Scan (SCO): Manned by a dedicated colleague during full store opening hours (may vary based on store format/hours). SCO colleagues should wear high-vis, manage cash/card settings, replenish consumables, assist customers proactively (especially red lights), and focus on Service & Protect (vigilance against shrink). Dual corrals should be managed appropriately (open/close based on demand).
• Kiosk/CSD: Minimum 1 colleague available during trading hours (9am-5pm minimum for standalone CSDs). Use headset to call for support if queues build.
• Monitoring: Service Team Leaders should visually monitor queues across all checkout types and use headsets/baton to direct customers and call for relief/additional checkouts. The new Efficiency Measure Dashboard (on Looker) replaces the old 'Customers Don't Queue' system.
• Colleague Guidance: Main bank colleagues focus on efficient scanning and friendly interaction. SCO colleagues focus on assistance, Service & Protect, and maintaining the area. All colleagues should adhere to the 3 Key Service Asks.

Refer to the 'Managing Queues at the Front End' guide for full details on manning, tools (Headsets, Baton, Checkout Arrow), efficiency measures, and colleague responsibilities.

CSD & Kiosk Specifics

Layout & Equipment:

• Desks/Kiosks kept clean, tidy, and clutter-free.
• All required signage displayed correctly and visibly (Refund Policy, Privacy Policy, Licensing Notices, Challenge 25, promotional/variable notices as needed).
• Equipment (Lottery terminal, Vocovo headsets, Mart Cart keys, Till rolls, Bunzl supplies) stored correctly and available.
• Lost property stored securely (valuables in Cash Office, non-valuables in designated cupboard/area) and logged via Salesforce. Follow retention and disposal procedures (4 weeks).
• Kiosk Bunker (if applicable) organised as a mirror image of cabinets, shelves tidy, stock rotated.

Key Tasks:

• Handle refunds, exchanges, and complaints according to policy (see Refunds & Goodwill section).
• Process lottery sales/payouts, manage scratch cards.
• Manage Food to Order collections (now processed online, assist customers as needed).
• Handle Lost & Found logging and reclaiming (using Salesforce).
• Manage Mart Cart bookings and daily checks (using Salesforce).
• Sign in visitors and explain fire safety information.
• Assist with general customer enquiries and More Card issues.

Checkouts & Self-Checkout (SCO) Standards

What Good Looks Like (Checkouts):

• Cleanliness: Belts, bagging areas, desk, drawers, floors clean and clutter-free.
• Equipment: Security tags stored correctly, rubbish bins emptied, bags/till rolls replenished, Vocovo available, emergency stop accessible.
• Merchandising: Queue line signage correct, impulse items tidy and planogram compliant.
• Service: Helpful, friendly, efficient service. Adhere to Key Service Behaviours. Use tools (headset, arrow) effectively.

What Good Looks Like (Self-Checkouts):

• Signage: Correct Cash/Card signage displayed, contactless visible, Challenge 25 present.
• Cleanliness: Surfaces clean, residue-free. Scanner glass clean.
• Equipment: Bags replenished, headset available, de-tagger locked, security tag bin available/emptied, SCO cabinet stocked (sprays, blue roll, till rolls, dustpan/brush).
• Colleague Presence: High-vis vest worn, proactive assistance, vigilant for shrink (Service & Protect).
• Cash Handling (if applicable): Correct float levels maintained, secure emptying procedures followed.

Car Park Standards

What Good Looks Like:

• Trolleys & Baskets: Returned regularly to bays, clean, undamaged. Secured end of day if required.
• Trolley Bays: Clean, litter-free, posters displayed correctly in frames (order via Bunzl). Report damaged bays to Maintenance.
• General Area: Clean, litter-free, recycling areas clear, external signage/A-frames in good condition.
• Safety: Winter grit stored correctly, no obstructions, adequate lighting.

Refunds, Exchanges & Goodwill

Handle refunds and exchanges efficiently and according to policy, always aiming for customer satisfaction.

Refer to the 'Operational Guidance - Customer Service Desk & Kiosk, Salesforce, Refunds and Complaints' document for full details, including handling specific complaint types (Foreign Body, Illness, Allergens etc.) and using Salesforce for logging.