Here is some scripting around what to say and do should a customer:
- complain about their coffee
- say it’s too cold
- too strong/too weak
- too bitter/burnt etc
SUGGESTED RESPONSE: “I’m sorry to hear that, I’ll get this made again for you”
Be sure to find out exactly what the issue was.
When you take them the new coffee – follow up to see what it is like.
VERY IMPORTANT: Educate the customer on how to order it eg, ask for an extra shot, ask for the tea leaves on the side, ask for your coffee to be Extra Hot.
Some extra scripting if needed:
As you can appreciate coffee is a very personal experience and the beans and blend vary greatly from one cafe to another. Many of our customers say our coffee is too weak and order it with an extra shot (myself included), and equally as many order it half and quarter strength. Our job is to find out how you like it so you can order it exactly to you liking each time