SA1- SERVICE (3) 092023

What to do if the customer complains / feedback that they have accidentally spilled their drink or that the drink is too sweet? 如果顾客抱怨/反馈他们不小心洒了饮料或饮料太甜该怎么处理？

• Apologize to the customer and make a new one 跟顾客道歉并重做一杯新的
• Note down their feedback and do nothing about it 记录下他们的反馈并不采取任何行动
• Refund the customer immediately 立即退款给顾客
• Direct them to call the HQ regarding their feedback 通知他们致电给总部询问关于他们的反馈

If customer wants more than the Extra Sugar level. What should staff do? 如果顾客想要超过额外的糖含量。员工应该做什么？

• If customer insists, comply with customer's order, and let them know that it may affect the taste of the drink. 若顾客坚持，则遵守顾客的要求， 并让顾客知道这可能会影响饮料的味道
• Discourage customer from doing so as it would affect our SOP, and reject their request. 阻止顾客这样做，因为这会影响SOP， 并拒绝他们的请求
• Inform customer that consuming too much sugar may cause diabetes 告知顾客摄入过多糖分可能导致糖尿病
• Charge customer extra for requesting more than Extra Sugar level 如果顾客要求超过额外糖含量， 则需额外收费

If customer order less ice and requests for even less ice while the staff is making the drink, what should the staff do? 如果顾客点了少冰饮料，并且在工作人员制作饮料时要求 减少冰量，工作人员应该怎么做？

• Proceed with the request and charge the customer extra 按照请求并向客户收取额外费用
• Scold the customer for causing the inconvenience and to proceed with the request 责骂顾客造成不便并根据请求继续制作
• Staff should inform customer that lesser ice may result in the drink being not as cold. If agrees, staff may proceed with the request 工作人员应告知顾客，较少的冰量可能会导致饮料不那么冷。如果他同意，工作人员可以继续处理请求
• Ignore the customer's requests 不理会顾客要求

If customer call outlet to inform staff that straw was not provided (delivery order). How should staff reply? 如果顾客致电门店告知工作人员未提供吸管（外送订单) 员工该如何回复？

• Straws are optional and is only included upon request 吸管是选择性的并有请求才给予
• Inform customer to call HQ to complain about this issue 通知顾客致电给总部投诉关于这件事情
• Encourage customer to complain through the food delivery platform 鼓励顾客通过外送系统投诉
• Apologize and thank customers for their feedback. Staff should also mention that they would be more diligent in putting in straws for future orders 向客户的反馈表示歉意并感谢他们。 工作人员还应该提到，他们会更加 专心为以后的订单放入吸管

If the customer wants to change the order. What should staff do? 如果顾客要更换饮品该怎么处理？

• If drinks ready, let the customer know and check if they can accept their original order. If the customer insists, assist to change their order accordingly (ensure to collect the right amount). 如果饮品已准备好，请告知顾客并检查他们是否可以接受原订单。如果顾客坚持，协助相应更改订单（确保收取正确的金额）。
• Inform customer that once the order has been placed, changes are not allowed. 如果饮料已准备好则不能更改
• Make a new drink and give 2 drinks to customer 重新做一杯并把两杯一起交予顾客
• Ask SIC what to do 询问SIC该这么处理

If customer's cashless payment does not go through and customer does not have enough cash on hand. What should staff do? 如果顾客的无现金支付未成功且客户手头没有足够的现金。 员工应该做什么？

• Politely apologize for the inconvenience, explain the situation to customer and direct them to the nearest ATM of their bank 礼貌地向顾客道歉, 解释情况并引导顾客去最靠近的提款机
• Void the order and suggest customer come back next time 取消顾客订单并建议他下次再来
• Keep trying until the cashless payment go through 继续尝试直到无现金支付成功
• Ask customer to contact their bank on their own to rectify the error 让客户自行联系银行以纠正错误

If customer feedbacks that the same drink tastes different compared to other outlets. What should staff do? 如果顾客反馈表示饮料的味道和其他的分行不一样。员工该怎么做？

• Inform customer this is normal 告知顾客是正常的
• Encourage customer to write in to feedback 鼓励顾客写下反馈
• Suggest to customer to come back on another day to compare again 建议顾客改天再来做比较
• Thank customer for their feedback and get the details of customer's previous experiences (for example: the date, outlet and taste difference). Inform SIC for further investigation. 感谢顾客的反馈并记录下顾客之前的经验(包括: 时间, 分行和味道)并通知SIC进行调查

If customer is waiting to order but staff have not finished opening duties. What should staff do? 如果员工还没完成开店作业并由顾客正在等待 员工该怎么处理？

• Let the customer wait, and ignore them. 让顾客等待并不理会他们
• Inform customer that the opening preparation is not done yet and staff can recommend other drinks that can be prepared 通知顾客还没准备好, 员工可以推荐那些不需要准备的饮料
• Ask customer to leave the outlet and come back in a while. 让顾客离开并通知他迟点再过来
• Accept their orders and tell them they need wait until they are done with the opening duties. 接下订单并告诉他们需要等到他们准备完成

The first step to deal with upset customers is to _______________. 与不开心的顾客沟通的第一步骤是_______。

• Make them smile 让他们微笑
• Ignore them 不理会他们
• Give them refunds 退款给他们
• Listen attentively 认真聆听

If customer bought a Golden Avocado without topping, which straw to offer them? 如果顾客购买了原创黄金牛油果(无配料), 应该提供哪种吸管？

• No straw 无需吸管
• Thin straw 细吸管
• Metal straw 金属吸管
• Thick straw 厚吸管