App - Complete a CX Check in (CX Champion)

Learning Outcome

After completing this unit, you will be able to:

1. View all your assigned tasks
2. Understand each feature of an assigned task
3. Complete each item of an assigned task

As a Customer Experience (CX) Champion, there is great responsibility in this position to ensure real-time corrective coaching. Checking in on operational duties and customer experience at crucial times, fosters instant progress and feedback, real-time guidance and improvement, an increased engagement of employees in their personal and professional growth and facilitates consistent customer satisfaction.

Note: The following steps are for traCXio App CX Champion accounts only.

View all assigned tasks

1. Open the traCXio app and enter your login credentials.
2. Ensure you are on the My Tasks page, then Select View All at the bottom of the page. You will be able to see at the top of the screen the following options:
   • • Tasks that are due today
     • Upcoming tasks
     • Complete tasks
     • Incomplete tasks
3. Click on any task to view it in detail.

Understand each feature of an assigned task

Each task is identified by multiple characteristics such as:

• Title: gives a general topic to the task
• Status: defines whether the task is Complete or Incomplete or Scheduled
• Department: Which department’s responsibility it is to complete the task
• Due Date: when the task must be completed by, e.g. 22 Mar, 2024.
• Description: a brief description of the task or any information that may be relevant to the task
• Actions: all customer-facing actions the CX Champion is evaluating
• Support Actions: all non-customer facing actions the CX Champion is evaluating

Complete each item of an assigned task

Each task is comprised of one or more White Action and/or Support Action Cards that need to be completed by the CX Champion.

Note: After the observation window has closed, you will no longer be able to complete the task.

An Action card includes 5 Items:

1. Action: Read the Action that needs to be evaluated, e.g. Staff can answer guest queries regarding administration
2. Staff: Choose the Staff member you are evaluating, by clicking on the Select button.
   • A new window will appear. Click on Enter Name and type in the Name of the staff you are evaluating.
   • Select the full name of the Staff member e.g. Sally Thompson
3. Status: Click on the N/A button and select between
   • INCOMPLETE: when the employee action is not observable
   • COMPLETED: when the employee action is observable
   • N/A: when the COMPLETE and INCOMPLETE Status is not relevant to the Action
4. Comment: Once you enter the Status, a comment box will appear. You can enter any relevant information here.
   • Select Done to confirm your selection.
5. Rating: Rate your Staff member on a scale of 1/5 to 5/5 stars, reflecting on the level of satisfaction you are with their performance.

A Support Action Card includes 4 items:

1. Support: Read the Support Action that needs to be evaluated, e.g. Checks for digital card access issues.
2. Status: Click on the N/A button and select between
   • COMPLETED: when the support action is observable
   • N/A: when the COMPLETE Status is not relevant to the Action
3. Comment: Once you enter the Status, a comment box will appear. You can enter any relevant information here.
4. Rating: Rate the Support Action on a scale of 1/5 to 5/5 stars, reflecting on your level of satisfaction with the given operation.

Once you have completed every card, Select UPDATE in the bottom right-hand corner of the screen.

You have completed your CX Check-in successfully when you read at the bottom of your screen Task Review Has been Completed.