Deliver 5 Steps to Great Customer Service

How to…

What you need to know

•

Customers are our number 1 priority. We cannot operate without them

•

We provide every customer with a happy, fast and friendly experience every time they visit

•

We react swiftly to customers needs

•

We take every opportunity to up-sell

•

We always go the extra mile. Open doors, carry trays, offer cups/napkins when appropriate

•

We keep our workstations clean and clutter free

•

We give every customer a receipt

How we do it… The 5 Steps

You are responsible for…

• Providing a memorable experience

• Knowing your brands service times

• Engaging the customer

in conversation

• Being polite

• Being genuine – not robotic

• Smiling and making

eye contact

• Keeping your cool

with difficult customers

• Being respectful

• Managing the queue

Team Members

March 2009

Your challenge….

• Find out which products we want to sell more of this week

– e.g. promotional and high GP (Gross Profit) items

• Pretend your training buddy is a customer and practice the 5 steps.

Promptly welcome
the guest. Smile!!!
Even to people
waiting in the queue

1. Greet

Maintain
eye contact

Thanks for
coming today
See you soon
Enjoy your drink
Have a nice day

5. Thank

Positive parting
comment

How can I help you?
What can I get for you?
What would you like to
try today?

2. Take

the Order

Have you tried..?
Would you like any
cakes or pastries?
What are you having
to eat with that?

3. Up-sell Repeat

order back
Make up order

That’s £… please
Repeat cash given
That’s £… in change
Place receipt and paper
money on top of coin
change

4. Take

Payment