• Dealing with Customers 

Do’s:

  1. Greet and Welcome: Greet customers when they enter your establishment. A smile or eye contact can make them feel welcome even when you’re busy.
  2. Inform About Promotions: Keep customers informed about any special drink promotions, offers, or activities happening in your establishment.
  3. Connect Regulars and New Customers: Introduce new customers to your regular clientele to foster a sense of communi
  4. No Discrimination: Treat all customers equally and avoid any form of discrimination.
  5. Recommend New Drinks: Suggest new drinks to customers, enhancing their experience and encouraging them to try something different.
  6. Respect Privacy and Opinions: Respect customer privacy and opinions. Avoid being intrusive in conversations.
  7. Treat Everyone Respectfully: Regardless of appearance, treat all customers with respect and politeness.
  8. Timely Service: Aim to serve customers promptly, ideally within a few minutes of their arrival, or at least acknowledge their presence.
  9. Express Gratitude: Thank customers for their patronage and bid them a good day or night as they leave.

Don’ts:

  1. Priority to Individuals: Avoid giving priority to specific customers over others. Maintain fairness.
  2. Neglect Regular Customers: While attending to new customers, don’t ignore your regular patrons.
  3. Avoid Personal Topics: Refrain from discussing customers’ work or families unless they initiate such discussions.
  4. Adapt Greetings: Customize your greetings based on the age and preferences of the customers.
  5. Consider Music Preferences: Play music that suits the tastes of your customers, not just your own.
  6. Private Conversations: Don’t engage in personal conversations with fellow staff members in front of customers.
  7. Refrain from Comments: Avoid passing judgments or comments about customers.

Handling Complaints:

  1. Remain Calm: When addressing complaints, set aside personal emotions and respond professionally.
  2. Active Listening: Listen attentively to the customer’s complaint without interruption.
  3. Apologize: Apologize for any inconvenience without admitting fault.
  4. No Blame or Excuses: Avoid blaming others or making excuses. Focus on finding a solution.
  5. No Arguments: Refrain from arguing with customers, even if you disagree.
  6. Realistic Promises: Don’t promise things you can’t deliver; be realistic in your commitments.
  7. Escalate if Necessary: If needed, pass the complaint to the appropriate person for resolution.
  8. Thank for Feedback: Express gratitude to customers for bringing their concerns to your attention.
  9. Exceed Expectations: Go above and beyond to resolve the complaint and ensure the customer’s satisfaction.
  10. Follow Up: After resolving the issue, check with the customer to confirm their satisfaction.