Brewhaus - Weebly
BrewhausCustomer ServiceTraining Manual Created by: Stephanie WitteTable of ContentsWhat is customer service?3What is world-class customer service?4Why is good customer service important for a business?5What does it look like? (7 steps)6How can i give world-class customer service?7Scenarios and Answers7-9What is customer service?-Customer Service can be seen as a businesses ability to provide what their customers want and need. What is world-class customer service?-World-class customer service is the businesses ability to constantly and consistently exceeds the customer’s expectations.Why is good customer service important for a business? -Customers are the bases of every business. The customers are the ones who spend money on a product or service. Businesses provide the materials, goods, or service to the consumer for a fee and, in turn, make a profit. This profit is also called revenue or income. By striving to exceed expectations and knowing the customer’s needs a business can increase their customer satisfaction, along with customer loyalty. Thus, growing their business. Below are some general characteristics of good customer service. What does it look like?-The next 7 steps are designed to show you what successful customer service looks like. How can I give world-class customer service?-Below are scenarios where you can apply the skills you learned in the 7 steps to successful customers service. Read each scenario and provide a response as to how you would provide the customer with world class service. Scenario 1: A woman comes to the Brewhaus with a special coupon. The discount states that she can receive the monthly-featured beverage at half price. Your manager has not told you anything about a circulating coupon. The customer hands you the coupon expecting you let her redeem it, what do you do to handle the situation?Answer:Scenario 2: A man that you previously served angrily marches toward the Brewhaus. When you finally connect with the customer to see what the problem is he states, “I asked for a DECAF Americano and this most certainly is NOT decaf. I can taste it!” You were the barista who made the drink and know that you used decaf espresso in order to make his beverage. By now the customer is awaiting you response, what do you do?Answer:Scenario 3: Someone you have never seen before walks up to the Brewhaus. You greet the customer and ask, “What can we get started for you?” The customer looks confused and says, “I’m not really sure…” What do you do?Answer:Scenario 4: You just got done making two drinks. Both drinks were set on the counter right next to each other. Each customer grabs the opposite drink. After a few sips the customers realize they do not have the correct drink and they re-approach the Brewhaus to question the inaccuracy. What do you do to solve the problem in the moment? What could you do in the future to prevent this from happening?Answer: Scenario AnswersScenario 1 Answer: Without hesitation accept the coupon. Do not make the customer feel wrong or guilty about recieveing a discount. Always believe the customer is telling the truth. Being able to just say yes is a blessing because you always know the right answer.Scenario 2 Answer: Apologize to the upset customer and acknowledge his concern for drinking only decaf. Tell him you will remake the drink and be certain to use decaf espresso beans. Allow the angry customer to view the operations of his drink being made. Follow up with another apology.Scenario 3 Answer: Help the customer by asking them questions. What are you in the mood for? Do you like coffee or not so much? Looking for something hot or iced? Can I recommend my favorite flavor? These questions will put the customer at ease while you help guide them to what they want. Scenario 4 Answer: In the moment, offer to remake both of their drinks and apologize. If they do not want to wait for their correct drink to be made offer them each a free drink the next time they stop by the Brewhaus. In the future be sure to label the drinks. Make the markings easy for customers to see and for each team member to understand. This will help provide accuracy to orders. "We see our customers as invited guests to a party, and we are the hosts. It's our job to make the customer experience a little bit better."- Jeff Bezos ................
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