GHS Drivers Guide

[Nomad]

Driver - Excellent Service

Our customers are important to us and the driver is the only customer-facing member of staff for Dotcom, it is therefore the driver who has to make an excellent first impression. They must remember to:

Dress for Service, in Uniform with a visible Tesco ID Badge
Arrive on Time
Greet the CustomerOffer Help
Where would you like your shopping?
Leave the shopping where the customer prefers
Respond to the customer's individual needs
Using the Delivery Note
Explain all out of stock and substituted products
Identify an high value items which will be at the top of the receipt
Offer to return and refund any unwanted products Signing or Delivery
Ask the customer sign the REACH device for proof of delivery.
The time the customer signs will be automatically recorded.
Tesco.com deliveries need to be signed for by the person placing the order or a member of the household over the age of 18.
In line with the Tesco Think 21 policy you should ask for proof of age if the person accepting the delivery looks under 21.
If they cannot produce valid proof that they are aged 18 or over, check the delivery for any age-restricted items listed below.
These must be removed if delivery is to be completed and taken back to the store to be refunded.
Acceptable Proofs of age are Passport, UK driving licence with photograph, Portman Card, Citizen Card, Connexions Card, Validate UK Card, any proof of age card bearing the Pass hologram logo
Age Restricted Products covered by Think 21
Alcoholic drinks
Butane gas lighters refills
Cigarettes, paper and other tobacco products
DVD's, Videos and computer games classified as '15' or '18'
Liqueur chocolates
Party Poppers
Tesco.com shopping should not be left with a porter in a block of apartments.Ending Politely
Thank the customer and say 'Goodbye'

Driver - Delivering to Flats

Dotcoms policy is to deliver to the doorstep, regardless of the location of the property.
Typically, blocks of flats of less than 3 floors do not have lifts. Drivers should therefore expect to carry shopping up 2 or 3 flights of stairs to flats under normal circumstances.
However, the safety of our Drivers is paramount and therefore we have the following policy.
If a Driver reports that an address is unreasonable to delivery because:
It is too many flights of stairs with no working lift
Steps in poor state of repair
Badly lit steps
Security risk – delivery to a dangerous area
They should let the Dotcom Manager know.
The Dotcom manager should investigate the address with the Store Manager.
They then contact the customer and either arrange a compromise, e.g. that we will delivery during daylight hours only, or apologise and say that we will no longer be able to delivery to them.
This should be followed up with a letter from the store.
The Dotcom Manager must also inform the Customer Service Centre of the situation so they can make a note against the customer's account in case they call the Centre.
It is now possible to block individual postcodes from placing orders.
However, not yet possible to block individual customers and each postcode covers around 15 properties.
If the store feel that a postcode should be blocked, they should discuss it with the Stores Operations Manager.



Driver - Delivery Note

The driver should:
Explain all out of stock and substituted products
Identify any high value items, which will be at the top or the receipt
Offer to return and refund any unwanted products
Signing for Delivery
The Driver should:
Ask the customer to sign the Reach Devise for proof of delivery.
The time the customer signs will be automatically recorded.
Tesco.com deliveries need to be signed for by the person placing the order or a member of the household over the age of 18.
In line with the Tesco Think 21 policy you should ask for proof of age if the person accepting the delivery looks under 21.
If they cannot produce valid proof that they are aged 18 or over, check the delivery for any age-restricted items listed below.
These must be removed if delivery is to be completed and taken back to the store to be refunded.
Acceptable Proofs of age are Passport, UK driving licence with photograph, Portman Card, Citizen Card, Connexions Card, Validate UK Card, any proof of age card bearing the Pass hologram logo
Age Restricted Products covered by Think 21
Alcoholic drinks
Butane gas lighters refills
Cigarettes, paper and other tobacco products
DVD's, Videos and computer games classified as '15' or '18'
Liqueur chocolates
Party Poppers
Tesco.com shopping should not be left with a porter in a block of apartments.

And finally
The Driver should:
Thank the customer and say 'Goodbye'

... from .com