Post on 05-Dec-2014
description
NOTE: Versions of PowerPoint & PowerPoint Viewer work differently but, in all cases you must select:
– Slide Show– View– From the Beginning
The presentation will show full screen, the slides will progress automatically & you will hear the recording. If you need assistance, please contact us.
Airport Project ReviewCSE, Inc.
Airport Project Review
Project Coordinators:
• Roberta Bell
• Susan Deerwester
• Jerry Hyman
• Julie Posner
Getting Started
• Review email, guidelines & other info
• Confirm dates/shift & view forms
• Check those virtual “sticky notes”!
• Provide your name exactly as it is on your current, valid ID
Your Shop Log
1. Confirm each
location
3. Review shop date
5. Review shop fee
2. Download guidelines for each location
4. Review submit date (the day your reports are
due)
6. Review reimbursement
allotment for each location
Your Shop Log
7. Review shop day
9. Click on yellow sticky notes for locations. They include
details about location specifics & hours of operation.
8. Review start time
10. General location information can be
found in the location name
Performing Your Shops
• Call your Coordinator upon arrival
• Wear comfortable shoes & appropriate attire. You’re our representative!
• Look like a traveler
• Shop all locations before leaving the secure area
• Spend an adequate amount of time at each location
It’s All in the Details…
• Be discrete
• Submit on time
• Upload receipts
• Parking/toll/public transportation receipts on ONE form only
Evaluation Specifics
• Open ended? – No “yes or no”– No repeats
• Ask an airport related question
• Evaluations used as coaching tools & to identify customer service related behaviors
More Information
• What is an identifying question?
• What is a clarifying question?
• Did the Associate connect with you?
• Memorable experiences
Reporting Your Experience
• All reports are due in 48 hours
• Comment on EACH question
• Include lots of detail
• Comment on service related behaviors
• Write in chronological order (the order in which things happened)
Reporting Your Experience
• Report greeting & parting remarks as quotes
• Mention every Associate with whom you interact
• Failure to follow guidelines can result in your shop being excluded & no payment for you
• Match quotes in text boxes exactly with quotes in the narrative
• Each narrative should be UNIQUE or it will be RETURNED for rewriting
Reimbursements
Reimbursements are actual cost up to the maximum:
• Bar & Restaurant: up to $15
• Food & Grab and Go: up to $7
• Newsstand: up to $5
• Shoe Shine: up to $6
• Specialty Store & Special Services (except for shoe shines): DO NOT require a purchase & no reimbursements will be made
Parking/Tolls/Public Transportation
• Keep all receipts
• Upload parking receipts to only ONE form
• It is YOUR responsibility to email your Coordinator and tell them which form the receipts are attached to
THANK YOU!SHOPQUIZ:
http://www.eviewcse.com/ShopperQuiz.php?S=2768