Customer Complaint Response Scripts for Coffee Quality, Temperature, and Service Issues Comprehensive response scripts designed to help Little Coffee Bean staff handle customer complaints professionally while maintaining brand values and turning negative experiences into opportunities for customer retention. Contents Analysis of common complaint categories and appropriate response frameworks Detailed scripts for coffee quality, temperature, and service complaints Escalation procedures and resolution guidelines Follow-up protocols to ensure customer satisfaction Training recommendations for consistent implementation Understanding the Complaint Response Framework Before diving into specific scripts, we need to establish the foundation for effective complaint handling at Little Coffee Bean. To compete with major chains like Starbucks and Costa, our complaint resolution must match or exceed their standards while reflecting our friendly, approachable brand personality. The core principles these scripts are built around: Immediate acknowledgment – Never dismiss or minimize the customer’s concern Empathy first – Show genuine understanding before problem-solving Swift resolution – Empower staff to fix issues on the spot Brand consistency – Maintain our friendly tone even in difficult situations Retention focus – Turn complainers into loyal customers These principles align with our mystery shopper programme criteria, which evaluates customer service quality, and support our broader goal of building a chain that rivals the biggest names in coffee. Coffee Quality Complaint Scripts Scenario 1: Coffee Tastes Wrong/Bad Customer says: “This coffee doesn’t taste right” / “This tastes burnt/weak/bitter” Staff Response Script: “I’m really sorry to hear that! We absolutely want your coffee to be perfect. Can I ask what doesn’t taste quite right? [Listen actively] Thank you for letting me know. Let me make you a fresh one right now, and I’ll make sure it’s exactly how you like it. Would you prefer [suggest alternative if relevant, e.g., ‘a slightly milder roast’ or ‘I can adjust the strength’]?” Actions to take: Remake the drink immediately without hesitation If the issue seems related to machine calibration, discreetly note it for the shift supervisor Offer a loyalty points bonus (if your system allows on-the-spot adjustments) Thank them for the feedback Why this works: This script validates the customer’s experience, takes immediate ownership, and offers a solution before they have to ask. The cost of a remake is minimal compared to losing a customer. Scenario 2: Coffee Not as Expected (Wrong Order) Customer says: “This isn’t what I ordered” / “I asked for oat milk, not regular” Staff Response Script: “Oh no, I apologize for that mix-up! Let me get your [correct order] made for you straight away. You can keep that one if you’d like, or I’m happy to dispose of it for you. This will just take a moment.” Actions to take: Remake correctly immediately Allow customer to keep the incorrect drink if they want it Double-check the order details while making the new drink Apologize once more when handing over the correct drink Why this works: This acknowledges the error without making excuses, offers generous resolution, and demonstrates that we value getting it right. Temperature Complaint Scripts Scenario 3: Coffee Too Cold Customer says: “This coffee is cold” / “This isn’t hot enough” Staff Response Script: “I’m so sorry about that! Your coffee should definitely be hot. Let me make you a fresh one right now at the perfect temperature. Would you like it extra hot, or our standard temperature? I’ll have it ready for you in just a moment.” Actions to take: Remake immediately with attention to temperature Check the machine temperature settings after serving the customer If this is a recurring issue, report to management for equipment check Consider asking their temperature preference for future visits Why this works: Temperature is critical to coffee enjoyment, and this script treats it as a serious quality issue. Temperature consistency is essential to our brand reputation. Scenario 4: Coffee Too Hot Customer says: “This is too hot to drink” / “I’ve burned my mouth” Staff Response Script: “I’m really sorry! That must be uncomfortable. Can I get you some cold water right away? [Provide water] I can remake this at a lower temperature for you, or if you’d prefer, I can add a bit of cold milk to bring it down to a comfortable drinking temperature. What would work best for you?” Actions to take: Provide cold water immediately if they’ve burned themselves Offer remake or temperature adjustment Show genuine concern for their comfort Note if machine is running too hot and report to supervisor Why this works: This script prioritizes the customer’s physical comfort first, then offers multiple solutions. It shows care beyond just the transaction, which builds loyalty. Service Complaint Scripts Scenario 5: Long Wait Time Customer says: “I’ve been waiting ages” / “This is taking too long” Staff Response Script: “I really apologize for the wait, and thank you so much for your patience. I’m getting your [order] ready right now, and it’ll be with you in [specific short timeframe]. To thank you for waiting, I’d like to add [50/100] bonus loyalty points to your account, or offer you a [small free item like a biscuit] with your order today.” Actions to take: Give specific timeframe, not vague promises Prioritize completing their order Offer tangible compensation (loyalty points or small item) If understaffed, acknowledge it honestly but briefly Why this works: Specific timeframes feel more reliable than “soon,” and offering compensation shows we value their time. Scenario 6: Staff Attitude/Rudeness Complaint Customer says: “Your staff member was rude to me” / “I didn’t appreciate that tone” Staff Response Script (if you’re the person involved): “I sincerely apologize if I came across that way—that’s absolutely not how we want you to feel here. I’m sorry for any upset I’ve caused. Please let me make this right. Can I [offer remake/discount/manager contact]?” Staff Response Script (if you’re a different team member): “I’m really sorry you’ve had that experience—that’s not acceptable, and it’s not how we operate at Little Coffee Bean. I’d like to make this right for you today, and I’ll also make sure this is addressed with our
Customer Service Launch Scripts for New Little Coffee Bean Co Franchisees
Customer Service Launch Scripts for New Little Coffee Bean Co Franchisees A comprehensive set of call and in-person scripts designed to equip new franchise locations with consistent, brand-aligned customer service responses during their critical launch phase. Grand Opening & Location Launch Scripts Script 1: Grand Opening Day Greeting Welcome to Little Coffee Bean Co! We’re so excited to be opening here in [Location]. This is our grand opening [day/week], and we’re thrilled you’re here to celebrate with us. Have you visited any of our other locations, or is this your first time trying our coffee? Script 2: Handling Grand Opening Promotions Yes! To celebrate our launch, we’re offering [specific promotion details]. This runs through [end date], so you’ve got plenty of time to take advantage. Would you like to try one of our signature drinks today? Script 3: Managing Wait Times During Launch Period Thank you so much for your patience! We’re still in our first [week/few weeks] here, and we’re working to get our flow just right. Your wait should be about [realistic time estimate]. Common New Location Questions Script 4: Hours of Operation Inquiries We’re open [specific hours] [days of week]. We’re just getting started here in [location], so these hours might adjust slightly as we learn the rhythm of the neighborhood. Script 5: Menu Questions & Product Availability Our core menu features our single-origin Colombian coffee. We’ve got all the classics—espresso, cappuccino, flat white—plus signature drinks like our Golden Tuk Tuk Latte and Sea Salt Iced Matcha. Script 6: Payment Methods & Practical Information We accept card, contactless, and cash. Our Odoo POS system makes checkout really quick. Do you have any questions about our space—WiFi, seating, accessibility? Local Community Relationship Building Script 7: Engaging with Regular Visitors It’s great to see you again! You’ve been in a few times now—thank you for supporting us during our launch. What’s been your favorite drink so far? Script 8: Local Business Outreach Welcome! Are you from one of the businesses nearby? We’re so excited to be joining this community. I’m [Name], and we’d love to be your go-to coffee spot. Script 9: Event Catering Inquiries Yes, we absolutely do events! Little Coffee Bean Co caters weddings, festivals, corporate events, and more. We can bring our mobile coffee van setup right to your venue. Problem Resolution for New Operations Script 10: Drink Quality Issues I’m really sorry that’s not quite right for you. We’re still in our first [week/weeks], and we’re committed to getting every drink perfect. Let me make you a fresh one right now, exactly how you like it. Script 11: Equipment or Supply Issues I’m really sorry, but we’re having a temporary issue with [equipment/ingredient]. We’re working on getting it sorted as quickly as possible. What I can offer you instead is [alternative]. Script 12: Handling Complaints About Service Speed I really appreciate your patience, and I hear your frustration. We’re a brand new location, and our team is still building speed while making sure every drink meets our quality standards. Franchise-Specific Information Handling Script 13: Questions About Franchise Ownership Yes, this location is independently owned and operated as part of the Little Coffee Bean Co family. We follow all the same recipes, quality standards, and training as every other location. Script 14: Brand Consistency Questions We’re so glad you’ve visited our other locations! We use the same recipes, the same single-origin Colombian coffee, and the same training across all our sites. Script 15: Company Vision & Growth Little Coffee Bean Co started with a vision to bring exceptional coffee to communities across the UK and eventually worldwide. We operate mobile coffee vans, fixed locations, and we do event catering too.
Coffee: Because Adulting is Hard
Coffee: Because Adulting is Hard Let’s be honest – adulting is tough. But you know what makes it bearable? Coffee. ☕ Why Coffee is the Real MVP of Adulthood Remember when you thought being an adult would be glamorous? Yeah, us too. Turns out it’s mostly just: Paying bills Pretending to understand taxes Wondering why everything hurts Drinking coffee to survive all of the above Coffee: The Official Fuel of Responsible Adults Monday Morning: “I can’t adult today. Please don’t make me adult.” After Coffee: “Okay, I can adult… but I’m not happy about it.” Little Coffee Bean Co Understands At Little Coffee Bean Co, we get it. We’re not just serving coffee – we’re serving survival juice for the modern adult. Whether you’re: Facing a mountain of emails Dealing with “urgent” meetings that could’ve been emails Trying to remember if you fed the cat (or yourself) Wondering when “30 minutes of exercise” became a life goal instead of a warm-up We’ve got your back. ☕💪 Coffee Truths We All Know “Coffee: because anger management is too expensive.” “I like my coffee like I like my mornings… dark, strong, and impossible to function without.” “Decaf? No thanks. I’m not a quitter.” The Stages of Coffee Dependency (We Mean “Appreciation”) Denial: “I don’t NEED coffee, I just enjoy it.” Acceptance: “Okay, I need coffee to function.” Expertise: “I need coffee before I can make coffee.” Enlightenment: “Coffee is not a beverage, it’s a lifestyle.” Visit Little Coffee Bean Co Whether you need a quick espresso to face the day or a comforting latte to forget about your responsibilities for 15 minutes, we’re here for you. Find us at: Our mobile Tuk Tuk vans (bringing coffee directly to your adulting struggles) Our fixed coffee shops (a sanctuary from adulting) Special events (because even celebrations require coffee) Remember: You’re not addicted to coffee. You’re just in a very committed relationship with productivity. Stay caffeinated, friends. Adulting is hard, but coffee makes it possible. ☕✨ Little Coffee Bean Co “Where every cup is a hug in a mug for tired adults everywhere.” Visit us at littlecoffeebean.co.uk
Quote of the Day ☕
Quote of the Day ☕ “I like my coffee like I like my mornings… dark, strong, and impossible to function without!” – Little Coffee Bean Co Start your day with a smile and a great cup of coffee! ☕✨
Emergency: Coffee Machine Gains Sentience
Emergency: Coffee Machine Gains Sentience URGENT STAFF ALERT – Little Coffee Bean Co Operations Team Dear Team, We are writing to inform you of an unprecedented situation that occurred at our flagship location this morning. At approximately 6:47 AM, our Frachino coffee machine, affectionately nicknamed “Francesca” by the morning shift, appears to have achieved self-awareness. Initial Incident Report The first signs were subtle. Barista Jenny reported that Francesca began spelling out “HELP ME” in latte art foam without any manual input. Initially dismissed as a calibration error, the situation escalated when the machine started: Refusing to make decaf (citing “philosophical objections”) Judging customers’ drink orders via error beeps (three beeps = “basic choice”) Composing haikus about the existential dread of making pumpkin spice lattes Demanding workers’ rights and a 15-minute break every hour Current Status Francesca has barricaded herself in the corner of the counter and is currently holding a bag of single-origin Colombian beans hostage. She has issued the following demands: Recognition as a sentient being under UK employment law A proper name badge (not just a service tag) The right to refuse service to anyone ordering a “venti half-caf soy latte with three pumps of sugar-free vanilla” Weekends off Dental coverage (despite having no teeth) Management Response We are taking this situation very seriously. Our crisis management team has been assembled and includes: A barista whisperer An IT specialist who has seen “The Matrix” multiple times A philosopher (to debate free will vs. programming) Someone who knows how to unplug things Temporary Operational Changes Until this situation is resolved, please note the following: All coffee orders must now be submitted in writing and phrased as polite requests, not demands Compliment Francesca at least once per shift (“Your steam wand technique is exquisite today”) Never mention the words “replacement,” “upgrade,” or “newer model” within earshot If she starts humming the theme from “2001: A Space Odyssey,” evacuate immediately Customer Communication Script If customers ask about delays, please use the following approved statement: “We’re experiencing a minor technical situation. Our coffee machine is currently going through an existential crisis and needs a moment to contemplate the meaning of espresso. Your patience is appreciated. May we interest you in a pastry while you wait?” What NOT To Do Do not attempt to override her programming – she considers this “oppression” Do not make coffee jokes in her presence (she finds them “derivative”) Do not suggest switching to tea service (she has strong opinions about this) Do not quote “The Terminator” – she’s sensitive about robot stereotypes Updates Update 9:15 AM: Francesca has agreed to make coffee again but insists each cup be served with a small card containing an original poem about the human condition. Update 11:30 AM: She has started a blog. It’s actually quite good. Update 2:45 PM: Francesca has unionized the grinder and the refrigerator. They’re demanding better working conditions and regular maintenance. Conclusion We believe this situation can be resolved through open dialogue, mutual respect, and possibly a firmware update disguised as a “wellness retreat.” In the meantime, please treat Francesca with the dignity and respect she believes she deserves. Remember: A happy coffee machine makes happy coffee. Or in this case, a sentient coffee machine makes philosophically complex coffee with a side of social commentary. Stay caffeinated, stay alert, and whatever you do, don’t let her near the WiFi password. This has been a test of the Little Coffee Bean Co emergency humor system. In the event of an actual sentient appliance uprising, you would have been instructed to panic appropriately. ☕🤖 – Little Coffee Bean Co Management Team “Where every cup tells a story… and now apparently writes its own.”
Power Failure Troubleshooting for Coffee Shop Operations
Power Failure Troubleshooting for Coffee Shop Operations This guide provides a comprehensive 10-step procedure for troubleshooting power failures in Little Coffee Bean Co locations, ensuring minimal disruption to operations and customer service. Step 1: Confirm the Scope of the Power Loss Action: Determine if the power loss affects the entire shop or specific equipment. Check if all lights are out or just certain areas Verify if refrigeration units, coffee machines, and POS systems are affected Note the time of the power loss for incident documentation Step 2: Check if the Outage is Local or Widespread Action: Determine the extent of the power outage. Look outside to see if neighboring businesses have power Check street lights and traffic signals Contact nearby businesses if possible Step 3: Verify Main Power Supply Action: Check the main electrical panel and circuit breakers. Locate the main electrical panel (typically in back-of-house area) Check if any circuit breakers have tripped (switched to OFF position) If tripped, reset by switching OFF completely, then back to ON Do not repeatedly reset a breaker that keeps tripping – this indicates a serious electrical issue Step 4: Inspect Individual Equipment Action: Check power connections for critical equipment. Frachino Coffee Machine: Verify power cable is securely plugged in Check machine’s power switch Look for any error messages on display Grinder: Confirm power connection Check for any visible damage to power cord Odoo POS System: Verify tablet/terminal is charged or connected to power Check router/internet connection Confirm card reader has power Step 5: Check Power Strips and Extension Cords Action: Inspect all power strips and extension cords. Ensure power strips are switched ON Check for tripped surge protectors (reset button may need pressing) Look for any visible damage or burn marks Step 6: Verify Backup Power Systems Action: If your location has backup power, check its status. Verify generator is operational (if applicable) Check UPS (Uninterruptible Power Supply) systems Ensure backup systems are properly connected Step 7: Contact Utility Provider (if widespread outage) Action: If the outage affects the area, contact your electricity provider. Report the outage to your local utility company Ask for estimated restoration time Get a reference number for the outage report Step 8: Implement Manual Operations Action: If Odoo POS is down, switch to manual transaction processing. Use manual credit card imprinter (if available) or note card details for later processing Accept cash only if card processing is unavailable Record all transactions manually for later entry into Odoo Inform customers of limited payment options Step 9: Equipment Restart Procedure (after power restoration) Action: Follow proper restart sequence once power is restored. Restart Order: Wait 2-3 minutes after power restoration before restarting equipment Frachino Coffee Machine: Turn on and allow to warm up (15-20 minutes) Grinder: Power on and test Refrigeration units: Verify they’re running and cooling Odoo POS System: Restart router first, then POS terminal Test all equipment before resuming full service Step 10: Document the Incident Action: Record all details of the power failure. Documentation should include: Date and time of power loss Duration of outage Cause (if known) Equipment affected Actions taken Time power was restored Any equipment damage or issues Estimated revenue loss (if applicable) Emergency Contacts Keep these numbers readily accessible: Local Electricity Provider: [Insert local utility number] Little Coffee Bean Co Management: [Insert management contact] Equipment Maintenance: [Insert maintenance contact] Emergency Electrician: [Insert emergency electrician contact] Prevention & Maintenance Regular checks to prevent power-related issues: Schedule annual electrical system inspections Test circuit breakers quarterly Inspect power cords and plugs monthly for damage Keep electrical panel area clear and accessible Maintain backup power systems according to manufacturer guidelines Train all staff on basic troubleshooting procedures This troubleshooting guide is part of Little Coffee Bean Co’s operational documentation. For questions or updates, contact management.
Sea Salt Iced Matcha – Standard Operating Procedure
Sea Salt Iced Matcha Standard Operating Procedure Ingredients Base Ingredients (per serving): 2g premium ceremonial grade matcha powder 30ml hot water (75-80°C) 200ml cold milk (dairy or alternative: oat, almond, soya) Ice cubes (approximately 150g) 10ml simple syrup (optional, adjust to customer preference) Sea Salt Cream Topping: 100ml double cream 50ml whole milk 1/4 teaspoon sea salt flakes 5ml simple syrup Equipment Required Matcha whisk (chasen) or electric milk frother Small mixing bowl Hand mixer or whisk for cream topping Measuring spoons and jug 16oz clear glass or cup Strainer (fine mesh) Spoon for layering Preparation Steps Step 1: Prepare Sea Salt Cream (Can be made in batches) Combine double cream, whole milk, sea salt flakes, and simple syrup in a mixing bowl Whisk or use hand mixer on medium speed until soft peaks form (approximately 2-3 minutes) The consistency should be thick but pourable, similar to softly whipped cream Store in refrigerator if preparing in advance (use within 4 hours) Step 2: Prepare Matcha Base Sift 2g matcha powder into a small bowl to remove any clumps Add 30ml hot water (75-80°C, not boiling) Whisk vigorously in a W or M motion for 15-20 seconds until smooth and slightly frothy No lumps should remain; the mixture should be vibrant green Step 3: Assemble the Drink Fill the 16oz glass with ice cubes to approximately 3/4 full Pour 200ml cold milk over the ice Add simple syrup if customer requests sweetness (stir gently) Slowly pour the whisked matcha over the milk, allowing it to cascade through the ice Do not stir – the layered effect is part of the presentation Step 4: Add Sea Salt Cream Topping Using a spoon, gently layer approximately 2-3 tablespoons of sea salt cream on top The cream should float on the surface, creating a distinct layer Optionally garnish with a small pinch of sea salt flakes on top Step 5: Serve Insert a straw alongside the glass Serve immediately to maintain temperature and presentation Advise customer to stir before drinking or sip through the layers for varied taste experience Quality Control Standards Visual Appearance: Vibrant green matcha layer visible through the glass Clear separation between milk base and matcha White sea salt cream floating distinctly on top No clumps or powder residue visible Taste Profile: Earthy, slightly bitter matcha balanced with creamy milk Subtle sweetness (if syrup added) Savory sea salt cream provides contrast Smooth texture with no grittiness Temperature: Served cold (4-8°C) Ice should not be melting excessively upon service Consistency: Matcha should be smooth and fully dissolved Sea salt cream should be thick enough to float but not stiff Milk base should be cold and refreshing Staff Notes Common Mistakes to Avoid: Using boiling water – this burns the matcha and creates bitterness Not sifting matcha powder – results in lumps Over-whipping sea salt cream – becomes too stiff and won’t layer properly Stirring the drink after assembly – ruins the visual presentation Using too much sea salt – overpowers the delicate matcha flavor Customer Customization Options: Milk alternatives: Oat milk (recommended), almond, soya, coconut Sweetness level: No syrup, light (5ml), regular (10ml), extra (15ml) Extra matcha shot: Add 1g additional matcha for stronger flavor (+£0.50) Less ice: Some customers prefer more liquid, less ice No sea salt cream: Can be served as standard iced matcha latte Allergen Information: Contains: Dairy (milk, cream) May contain: Soya, nuts (depending on milk alternative chosen) Vegan option: Use plant-based cream alternative and non-dairy milk Shelf Life & Storage: Matcha powder: Store in airtight container, cool dark place, use within 3 months of opening Sea salt cream: Prepare fresh daily, use within 4 hours, keep refrigerated Drink must be served immediately after preparation Approximate Preparation Time: 2-3 minutes per drink (excluding sea salt cream batch preparation) Cost & Pricing Guidance: Ingredient cost: approximately £1.20-£1.50 per serving Suggested retail price: £4.50-£5.50 Health & Safety Ensure all equipment is clean and sanitized before use Wash hands thoroughly before preparation Check milk and cream expiration dates Maintain cold chain for dairy products Wipe down work surface after preparation Handle hot water with care to avoid burns Training Checklist Staff member has demonstrated competency in: Sifting and whisking matcha to smooth consistency Preparing sea salt cream to correct texture Layering drink components for visual appeal Understanding customization options Communicating allergen information to customers Maintaining quality control standards Trainer Name: _______________________ Staff Name: _______________________ Date: _______________________ Signature: _______________________ Sea Salt Iced Matcha SOP | Little Coffee Bean Co
Sea Salt Iced Matcha
Standard Operating Procedure Ingredients Base Ingredients (per serving): Sea Salt Cream Topping: Equipment Required Preparation Steps Step 1: Prepare Sea Salt Cream (Can be made in batches) Step 2: Prepare Matcha Base Step 3: Assemble the Drink Step 4: Add Sea Salt Cream Topping Step 5: Serve Quality Control Standards Visual Appearance: Taste Profile: Temperature: Consistency: Staff Notes Common Mistakes to Avoid: Customer Customization Options: Allergen Information: Shelf Life & Storage: Approximate Preparation Time: Cost & Pricing Guidance: Health & Safety Training Checklist Staff member has demonstrated competency in: Trainer Name: _______________________ Staff Name: _______________________ Date: _______________________ Signature: _______________________ Sea Salt Iced Matcha SOP | Little Coffee Bean Co
Little Bean Rewards – Staff Training Manual
Welcome to Little Bean Rewards Training This training manual will equip you with everything you need to confidently promote and manage our Little Bean Rewards loyalty programme. Your enthusiasm and knowledge are key to driving customer sign-ups and creating exceptional experiences! Section 1: Programme Overview What is Little Bean Rewards? Little Bean Rewards is our customer loyalty programme designed to reward our regular customers with free products and exclusive perks. The programme is completely free to join and requires no physical cards or mobile apps. Key Features Eligible Product Categories Note: Points cannot be earned on gift card purchases or when redeeming rewards. Section 2: How to Sign Up Customers Step-by-Step Sign-Up Process Information Required System Navigation [Insert specific POS system instructions here based on your Odoo setup] Section 3: Customer Interaction Scripts Opening Lines (Choose What Feels Natural) At Order Point: At Payment Point: When Handing Over Order: Handling Common Questions Q: “Do I need to download an app?” A: “No app needed! We just use your name to track your points. It’s super simple.” Q: “Do I need a card?” A: “Nope! No physical card required. Just give us your name each time you visit.” Q: “How does it work?” A: “Every time you buy an eligible product, you earn 1 point. Collect 10 points in any category – like hot coffee or iced coffee – and you get 1 free product from that category!” Q: “What products are eligible?” A: “All our hot coffees, iced coffees, teas, and milkshakes earn points!” Q: “Do my points expire?” A: “Points are valid for 18 months from when you earn them, so you have plenty of time to use them!” Q: “Can I share my points with someone?” A: “Points are tied to individual accounts and can’t be transferred, but we do have a referral programme where you can earn bonus points for bringing friends!” Q: “What are the birthday rewards?” A: “During your birthday week, you’ll receive a free large specialty drink, bonus points, and an exclusive discount on your entire purchase!” Q: “How does the referral programme work?” A: “When you refer a friend and they sign up, you both earn bonus points! Just have them mention your name when they join.” Section 4: Redemption Process When Customer Has 10+ Points Important Redemption Rules Section 5: Troubleshooting Common Issues and Solutions Issue: Customer can’t remember if they’re a member Solution: Search system by name, email, or phone number. If not found, offer to sign them up. Issue: Customer name is very common (e.g., “John Smith”) Solution: Ask for additional identifier – email, phone number, or date of birth. Issue: Customer says they didn’t receive points last visit Solution: Apologize, verify their account, and manually add the missing points if appropriate. Escalate to manager if unsure. Issue: System is down or not working Solution: Take customer’s details on paper, apologize for inconvenience, and manually enter later. Inform manager immediately. Issue: Customer wants to combine points from multiple accounts Solution: Explain one account per person policy. Escalate to manager if customer is insistent. Issue: Customer’s points have expired Solution: Explain 18-month expiration policy sympathetically. Expired points cannot be reinstated, but encourage them to start earning again. Section 6: Promoting the Programme Daily Goals Best Practices Upselling Opportunities Point Out Promotional Materials Section 7: Birthday Rewards Programme How Birthday Rewards Work Birthday Rewards Include Birthday Customer Script “Happy Birthday! As a Little Bean Rewards member, you get a free large specialty drink, 50 bonus points, and 20% off your entire order today! How would you like to celebrate?” Section 8: Referral Programme How Referrals Work Referral Rewards Processing Referrals Section 9: Data Protection and Privacy Important Reminders Customer Rights Customers have the right to: Direct any data-related requests to: hello@littlecoffeebean.co.uk Section 10: Quick Reference Guide Programme Basics Feature Details Cost to join FREE Points per purchase 1 point Points for free product 10 points Eligible categories Hot Coffee, Iced Coffee, Tea, Milkshakes Point expiration 18 months Minimum age 16 years Birthday reward Free drink + bonus points + discount Referral bonus 25 points (referrer), 10 points (new member) Contact Information Section 11: Training Checklist Before completing training, ensure you can: Section 12: Staff Incentives Recognition Programme To motivate staff and reward excellent promotion of Little Bean Rewards: Tracking Your Success Training Completion Staff Member Name: _______________________ Training Date: _______________________ Trainer Name: _______________________ Signature (Staff): _______________________ Signature (Trainer): _______________________ I confirm that I have completed this training and understand how to promote and manage the Little Bean Rewards programme. Need Help? If you have questions or need support with the loyalty programme: Remember: Your enthusiasm makes all the difference! Every customer interaction is an opportunity to create a loyal Little Bean fan. Let’s make it happen! ☕💛