Team Members

March 2009

Deliver 5 steps of Great Customer Service

How to…

What you need to know

•

Customers are the most important part of our business.

•

We cannot operate without them

•

We must provide every customer with a happy, memorable experience every time they visit

•

We anticipate customers needs

•

We always take every opportunity to up-sell

•

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

•

We must 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

• Upselling at every opportunity

• Following the 5 steps

• Engaging the customer in

conversation

• Being polite

• Being genuine – not robotic

• Smiling and making

eye contact

• Being respectful

• Managing the queue

Team Members

March 2009

Your challenge….

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

• Find out what your current promotions are

• 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

How about some
marshmallows and
cream on your hot
chocolate today?
Why not try a cake
or pastry with that?
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