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Customer Service

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by

Shameer Azmer

on 3 December 2014

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Transcript of Customer Service

Results
Customer Service... What is it?
"Service is taking action with a purpose to create value for someone else".

Why a Barista?
A barista is.....
The Brand Promise:
Playtime
What is Customer Service?
Examples of Customer Service (Good & Bad)
Helpful Phrases
Handling Customer Complaints.
Q&A session
Customer Care
Today's bag of candies....
By the end of the day, you will be closer with your team and customers

Qualities of a Good Service Provider
Examples of good attire
How Should a Service Provider Look Like?
Factors contributing to Good Customer Service...
What is a Barista?
Be an all-rounder
Dedication
Dedication, dedication, and dedication. The key is to be passionate about coffee, to constantly gain more knowledge and to always improve yourself.
Enthuthiastic
Being enthuthiastic to the job is essential.
WOW-ing Customers
Energetic
Move around a lot in the Cafe
Long hours on your feet
One common misunderstanding that has led to wrong expectations many think that being a barista is just being cool.

People want to be a barista not because they are interested in coffee. When you work in a café, especially so as a barista, you need be a team player and learn the basics. No pain, no gain. And no rockstar attitude, else you will never rise to recognition.
No Rock Star Attitude
We Do It Better
Why are customers
important?
No customers means no business
Repeat business is the backbone of a business.
"Customer service is a voluntary act that demonstrates a
genuine desire to satisfy, if not delight, a customer".
"All interactions between a customer and a product provider at the time of sale, thereafter. Customer service adds value to the product and builds enduring relationships".
"www.ladyironchef.com"
Costa Culture
Helpful Phrases
How may I help you? Anything wrong with the drink? Don't worry sir I will replace it with a new one.
I'm sorry that happened. Allow me to make you a new one.
I'm sorry sir I'm not able to comply to that request. However this is what I can do for you.
What seems to be the issue sir/ma'am. I understand fully where you are coming from with that. This is what i can do for you.
I apologise that the item you
looking for is unavailable. Perhaps
I can interest you with another item?
Speed
Smile
Coffee
Handling Customer Complaint
How should a Costa barista behave?
Always smiling, cheerful, lively
Helps beyond the counter.
Pays attention to detail.
Proud of the MOcha Italia blend
Reacts quickly to situations/adaptability.
Listens well.
C
O
S
T
A
Anticipation
Environment
coffee and hot food
Service(speed)(friendliness)
Arrival
Greetings
Tables
Floor
Food Display
Ambience
Music and lighting
The look of the bar
The food station

Afterglow
Customer satisfaction
Good Service
Memorable
(remembers the experience)
WOW effect
cknowledge/Apologise
ction Taken
ppreciate
A
A
A
How do we give a better Cafe experience?
Lively atmosphere
Smile
Drinks presentation
Have small chats with customers.
Positive attitude
Prompt service
Customers can also be a source of motivation. Especially if you have formed a bond with them. (Regular customers)
Clean tables
Washing cups, plates, crockery
Connecting with customers
What can we learn from being a Barista?
Fostering a very hospitable personality.
Opportunities to shine

Thank you for bringing it to my attention.
Meeting the right person at the right time
(Not just about making coffee)
Learn to be more
open as a person
Confident and Caring
Observant
Swift-thinking
Talented
Awesome
Full transcript