On Serving Customers

Americano vs. Filter Coffee

If a customer want to have a filter coffee but you only have an espresso machine:

• Explain to the customer that we don't have this item on the menu OR
• Suggest the customer to order Americano instead

The reason of suggesting Americano is that it has the most similar cup with filter coffee:

• No sugar
• No milk

Communication Skills

Serving

When you serving a customer:

• Make eye contact
• Nod politely while listen to customer
• You can repeat the customer's opinion in order to let the customer knows that you understand

Billing

When a customer want to get the bill:

• Check the bill
• Inform the customers on billing details and amount
• Pass the bill to customer

Handling Complaints

If you handle camplaints properly: (mrs)

• Customer might return in the future
• Build a good reputation of the shop
• Sales revenue increase --> increase the profit --> salary increase --> staff morale and satisfication increase

If you failed to handle the complaints: (mrs)

• Customer won't return to the shop (due to dissatisfaction)
• Sales revenue decrease --> staff morale decrease

When handling a complaint: (us)

• Understand the problem (some problems might just a misunderstanding)
• Solve the problem

Payment methods

• Cash
• Credit / Debit card
• Stored value card
• Coupon / Vouchers

Handling Wounds

Use a blue / obvious color bandage:

• Not many foods are blue in color --> easy to be spotted by others