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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


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


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