Service is the key component to building ling term ...



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Royal Cup Coffee

Route Delivery and Service Procedures

Service is the key component to building long term customer relationships. Providing excellent customer service is the responsibility of every Royal Cup employee. This commitment to service includes those who make the products as well as those who sell and deliver these products and services.

We commit to:

• Deliver quality products and services on a regular schedule at a time convenient to the customer.

• Rotate stock and help manage customer inventories.

• Respond to all service requests with a phone call within 2 hours.

• Emergency calls will be prioritized as required.

Equipment Maintenance Program

The Territory Manager will check equipment on each visit. Territory Managers (Route Drivers) have cleaning and maintenance items on delivery trucks. The service includes:

• (1) Contacting the manager or person-in-charge at location to check for any problems or needs they may have.

• (2) Remove & clean spray head, and spray head panel. Clean spray head tube (use de-liming spring where possible to keep the water supply tube clear of lime build up that could restrict flow of water).

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• (3) Check for proper brew volume level, and temperature.

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• (4) Clean & inspect brew basket.

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• (5) Clean & inspect hot plates, switches, and lights for proper operation.

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• (6) Clean exterior of brewer. Note: Tea dispensers need to be cleaned daily by the staff, where applicable.

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• (7) Water filters on all equipment are to be changed every 6 months. The contact person on-site will be notified when this service is performed.

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• Note: We will be courteous and considerate when performing the above.

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Royal Cup Coffee

Route Delivery and service Procedures

Delivery Requirements

The Territory Manager works according to preset route schedules. The Territory Manager will:

• (1) Go to the area where the supplies are kept. Take an inventory count of the products on hand and post on route card or in handheld computer, and build inventory back to required levels.

• (2) Complete the invoice for the amount of product being delivered. All orders will be based on usage determined necessary to insure adequate product to allow uninterrupted sales by the customer.

• (3) Pull the product from the truck. Use the invoice to pull the order to insure the correct amount being delivered. Place the product in a staging area allowing the customer to check the product against the invoice.

• (4) The invoice (Handheld) should be signed after product has been checked in, exterior of equipment wiped down, spray head cleaned and machine de-limed where applicable.

• Put the product away and rotate all merchandise. (The customer will provide adequate access and storage area).

Stock Rotation and Inventory Levels

Stock rotation and advising the customer of their needs are important to the job. We become the customer’s partner by managing their inventory for them. Provide reasonable stock levels, which assure freshness and minimize the likelihood of product outage.

Equipment Service Procedures

Equipment service and repair is a vital part of our service commitment. The procedure for a service repair request is as follows:

• (1) The Timewise contact person calls the Royal Cup Customer Service number (800-366-5836) to report service need.

• (2) Caller should provide as much information as possible to enable prompt and efficient service response. Example: Left side of coffee brewer is not filling up and spigot on the right side is dripping,

• (3) The service call is acknowledged by a return call from a Royal Cup representative within 2 hours.

• (4) Upon completion, the service technician will make the contact person aware that the service is completed, and provide a service invoice for them to sign acknowledging service was performed.

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