D3-Deployment.pptxOf A cafe Operarionswhuch help

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1. SERVICE EXCELLENCE INDUCTION DAY 3

2. WOW SERVICE CUSTOMER EXPECTATIONS SERVICE EXCELLENCE BRAND STANDARDS Objective

3. WOW SERVICE EXCEEDING EXPECTATION = WOW SERVICE AVERAGE SERVICE = POOR SERVICE To make any store a success, it is required to serve great products in great ambience. But without excellent customer service all these can fall apart. Great food but bad customer service will drive the customers away from stores. Therefore, to delight a customer and to exceed his expectations, we at Costa, go a step forward and provide excellent service in our stores that makes him say ‘WOW

4. WOW SERVICE CUSTOMER’S EXPECTATIONS How my experience will be? I have limited time. I cant waste it by waiting and waiting in the queue. I hope I get the right value for my money.

5. WOW Service

6. Customer Service (Brand Standard) Customers receive a polite and efficient service Customer receives quality Beverage (Coffee) with in 5 min from joining the queue and should be served within 2.5 min after paying for their order Customers should be greeted with a "Hello" or a similar greeting. "Next , "Yes" or "What can I get you" is unacceptable. Customers should be acknowledged in the queue either verbally or with eye contact (up to fifth in queue or with in 2 minutes) There should be at least one team member behind the counter at all times. Team should be aware of their complaint escalation process?

7. Customer Service

8. All customers receive polite and efficient service without having made to stand in queue for long time. Queue Management (Brand Standard)

9. Queue Mgmt

10. Queue Mgmt.

11. Role of TM on Cash counter Acknowledge each customer joining the queue with an appropriate greeting (Good morning sir, welcome to Costa Coffee), Smile or eye contact within 30 seconds of joining the queue. This is to indicate that they have been seen and will be served in turn. If customer on till is taking time to decide/ pay, take next customer’s order. Concentrate on till and queue only

12. Role of Barista on Coffee Machine The barista at coffee machine should be very quick with delivering brand standard drinks. During peak hours, Barista must be able to use double group head/ triple group head simultaneously Barista must be able to dispense correct orders the first time C lean A s Y ou G o, coffee machine must never be left dirty Barista must pay attention towards order being placed at the till. He/ she should not wait for order to be announced to him. If the customer at till is busy paying for his order, the barista must take this opportunity to take coffee order from the next customer in queue. ( May I take your coffee order sir)

13. Role of TM on cold / grill The team member must be familiar with food hygiene standards, food plating standards and preparing drinks to the brand standard. He/ she must address queue from time to time to ask for any grill order/ food order and start preparing till that customer reaches the till by turn.

14. Role of TM on the floor Ensure all tables are cleared within 3 min. of customers leaving the premises The floor is free of trash and debris Customers are being served correct order the first time Offer top up coffee/ food to customers

15. Role of Store Mgmt. on the floor Manage floor by over-viewing all areas are functioning smoothly Interact with dining in customers – feedback Interact with customers who are further down in the queue Address any take away coffee orders if queue is getting very long Optional: • Sampling of new product (food/ beverage) and take follow up order • Ask for top up order of coffee/ food from dining – in customers

16. Top Tip All team members must be assigned area of responsibility and they must stick to their role rather than all flocking at one task. Keep the conversation with customer going in the queue.

17. Counter Display Mgmt Customers must be able to clearly see the displayed food products in clean surroundings so that they can choose their \ choice of products easily. Customers tend to buy more of the food products that they can see. The complete food range for the country is consistently available to customers and look appetizing & appealing in the way they are presented All shelving, glass, door runners and seals are clean inside and out on both the customer side and the server. Stainless steel is unmarked. This includes pastry units, product of the month units, cake fridges, crisp units, muffin bowls, impulse units and sandwich fridges. All hot eat products must have the filling hot and the cheese melting.

18. Counter Display Mgmt All food must be served on a plate with the relevant cutlery and napkin for eat in. Food must be served as brand standards for takeaway. Cutlery is NOT pre wrapped. Are timers being used for heating sandwiches and are the grills set at the right temperatures. Condiment unit is clean (loose sugar free) and tidy. Only Costa approved condiments stocked to include, brown and white sugar, sweetener, salt sachets, pepper sachets, Costa branded napkins, straws and wooden stirrers. (set to planogram) Planograms are used by area and volume of store.

19. Counter Display Mgmt Correct plates and greaseproof paper are in use and are clean. Whole cakes are in view of customer. Muffins are unwrapped when in the display case. All plates have a good level of product on display: Product is not piled on top of each other thus damaging the bottom product. Sandwiches (cold and paninis) are displayed side on with the filling showing. No damaged food is on display to be sold. If not stocking all items principles of planogram layout must be followed. Products are in date both in the back of house areas and in the front counter and counter storage areas. Day dot system is being correctly used for product but not in view of the customer in the display. Food is stored at the correct temperature in the back of house areas, the under counter areas and in the counters

20. Complain Handling Basic Rule of Complaint Handling – Customer is Always Right Process Of Complaint Handling: L – Listen A – Apologize A – Action F – Follow – up

21. Complain Handling Listen Listen attentively Do not interrupt Don’t Argue Show that you are concerned Apologize Apologize to the customer for the complaint before explaining Speak Clearly Be Audible

22. Complain Handling Action Give options to the customer (at least two not more than three) Inform Shift In charge/ Manager Only promise that can be delivered. For E.g. Do not offer replacement if you are out of stock. Follow up Follow up with the customer after handling complaint to ensure he is happy and satisfied If you have handled the complaint, you must do the follow up as well

23. Complain Handling Points to keep in mind while handling Complaint: Don’t get defensive – Customer has nothing against you personally. He/ she is complaining as his expectations from the brand have not been fulfilled Don’t start arguing – You must never argue with any customer even if the customer is wrong. Don’t discuss complaints with staff in customer area. Shift Incharge / managers must discuss all such issues in back of the house

24. THANK YOU