# 2.8 Incident Reporting & Investigation **Version:** V2 **Last Updated:** 27 October 2025 **Status:** Published **Reference:** RIDDOR 2013, Health & Safety at Work Act 1974, HSE Guidelines — ## Purpose This SOP establishes procedures for reporting, recording, and investigating incidents, accidents, and near-misses across all Little Coffee Bean Co locations to ensure compliance with RIDDOR regulations and maintain a safe working environment. — ## Scope This procedure applies to all staff members and managers at mobile Tuk Tuks and fixed shop locations. It covers all incidents, accidents, injuries, near-misses, and hazardous situations. — ## What Must Be Reported ### Reportable Injuries (RIDDOR) **Report to HSE immediately if:** – Death occurs – Serious injury occurs (fractures, loss of consciousness, hospitalization) – Occupational disease is diagnosed – Loss of working time exceeds 7 days **Serious injury includes:** – Fractures (excluding fingers/toes) – Dislocations – Loss of consciousness – Chemical or thermal burns – Serious lacerations or puncture wounds – Eye injuries with vision loss ### Non-Reportable But Must Record – Minor cuts and bruises – Minor burns – Sprains and strains (if less than 7 days off work) – Near-misses with potential for serious injury – Hazardous situations or unsafe practices — ## Incident Reporting Procedure ### Immediate Actions (At Time of Incident) 1. **Ensure safety:** – Stop work if necessary – Provide first aid if trained – Call emergency services (999) for serious injuries – Evacuate area if hazard persists 2. **Inform management:** – Notify manager or duty supervisor immediately – Provide brief details of what happened – Identify any witnesses 3. **Secure the scene:** – Do not move equipment or materials unless necessary – Prevent others from entering affected area – Preserve evidence for investigation ### Formal Reporting (Within 24 Hours) **Complete incident report form including:** – Date, time, and location of incident – Name and role of person(s) involved – Detailed description of what happened – Injuries sustained (if any) – Witnesses’ names and contact details – Immediate actions taken – Any equipment/materials involved – Root cause (if apparent) – Corrective actions needed **Report to:** – Store manager or duty supervisor – Head office via incident reporting system – HSE (if RIDDOR reportable) ### RIDDOR Reporting (Serious Injuries Only) **Report to HSE within 15 days:** – Online: www.hse.gov.uk/riddor – Phone: 0300 003 1647 – Email: riddor@hse.gov.uk **Information required:** – Injured person’s details – Employer details – Date and time of incident – Location – Description of incident – Nature of injury – Occupation of injured person — ## Investigation Procedure ### Investigation Timeline – **Immediate:** Secure scene, provide first aid, inform management – **Within 24 hours:** Complete incident report, begin investigation – **Within 5 working days:** Complete investigation, identify root causes – **Within 10 working days:** Implement corrective actions ### Investigation Steps 1. **Gather information:** – Interview injured person (if able) – Interview witnesses separately – Photograph scene and equipment – Collect any relevant documents 2. **Identify root causes:** – What was the direct cause? – What underlying factors contributed? – Were procedures followed? – Was equipment faulty? – Was training adequate? 3. **Determine corrective actions:** – Immediate actions to prevent recurrence – Long-term preventive measures – Training or procedure updates needed – Equipment repairs or replacement 4. **Document findings:** – Complete investigation report – Attach supporting evidence – Assign responsibility for actions – Set completion dates ### Investigation Report Contents – Summary of incident – Injuries sustained – Witness statements – Root cause analysis – Contributing factors – Corrective actions – Responsibility assignments – Follow-up dates – Lessons learned — ## Record Keeping ### Documentation Required – Incident report forms – Investigation reports – Witness statements – Photographs/evidence – Medical records (if applicable) – Corrective action records – Follow-up inspection records ### Retention Period – Keep all incident records for minimum 3 years – RIDDOR reports: Keep for 3 years from date of incident – Store securely and confidentially — ## Compliance & References – RIDDOR 2013 (Reporting of Injuries, Diseases and Dangerous Occurrences Regulations) – Health & Safety at Work Act 1974 – HSE Incident Investigation Guidance – Management of Health and Safety at Work Regulations 1999 — ## Responsibility – **All staff:** Report incidents immediately to manager – **Managers:** Investigate incidents and implement corrective actions – **Head office:** Ensure HSE reporting and record keeping – **Directors:** Review incident trends and approve preventive measures — ## Review Date This SOP will be reviewed annually or when legislation changes.

# 2.7 Food Waste & Disposal **Version:** V2 **Last Updated:** 27 October 2025 **Status:** Published **Reference:** UK Food Standards Agency Guidelines, Environmental Protection Act 1990 — ## Purpose This SOP establishes procedures for the safe, hygienic, and environmentally responsible disposal of food waste and other materials across all Little Coffee Bean Co locations, while maximizing sustainability and community engagement. — ## Scope This procedure applies to all staff members responsible for waste management at mobile Tuk Tuks and fixed shop locations. — ## Food Waste Management ### Daily Waste Disposal **General food waste:** 1. Place food waste in designated bins with lids 2. Ensure bins are kept clean and free from debris 3. Empty bins regularly throughout the shift (minimum twice daily) 4. Seal bins before disposal 5. Do not allow waste to accumulate **Liquid waste:** – Drain excess liquid from food waste before disposal – Use appropriate drainage systems for wastewater – Follow local water authority regulations for grey water disposal **Hazardous waste:** – Never mix hazardous materials with food waste – Dispose of cleaning chemicals separately in designated containers – Follow manufacturer instructions for chemical disposal ### Coffee Grounds Recycling **Collection and storage:** 1. Collect used coffee grounds in designated containers 2. Store in cool, dry location to prevent mold growth 3. Ensure containers are clearly labeled “Coffee Grounds” 4. Do not mix with other waste **Community collection program:** – Offer coffee grounds to customers for gardening/composting – Maintain collection log of distribution – Partner with local community gardens where possible – Promote sustainability messaging to customers **Alternative disposal:** – If grounds cannot be distributed, compost on-site if facilities available – Or dispose via general waste if composting unavailable — ## General Waste Management ### Waste Segregation Separate waste into categories: – **Food waste:** Biodegradable food items – **Recyclables:** Cardboard, paper, plastics (where applicable) – **General waste:** Non-recyclable, non-hazardous items – **Hazardous waste:** Cleaning chemicals, oils, batteries ### Bin Management **Daily routine:** 1. Check bins are not overflowing 2. Ensure lids are secure 3. Position bins away from food preparation areas 4. Keep area around bins clean and free from spillage **Weekly routine:** 1. Deep clean bin areas 2. Inspect bins for damage or leaks 3. Replace damaged bins immediately 4. Record waste disposal in log sheet ### Outdoor Bin Storage **Requirements:** – Bins must be stored outside in designated areas – Bins must have secure, fitted lids – Bins must be kept closed when not in use – Area must be kept clean and free from spillage – Bins must be positioned away from customer areas **Pest control:** – Inspect bins regularly for signs of pest activity – Report pest issues to management immediately – Ensure bins are emptied regularly to prevent infestation – Do not leave bins open overnight — ## Compliance & References – UK Food Standards Agency (FSA) Guidelines – Environmental Protection Act 1990 – Environmental Damage Regulations 2015 – Local Authority Waste Regulations – Health & Safety at Work Act 1974 — ## Responsibility All staff are responsible for proper waste disposal. Managers are responsible for monitoring compliance, maintaining waste logs, and ensuring bins are emptied regularly and facilities remain clean. — ## Review Date This SOP will be reviewed annually or when legislation changes.

# 2.1 Personal Hygiene & Handwashing **Version:** V2 **Last Updated:** 27 October 2025 **Status:** Published **Reference:** UK Food Standards Agency Guidelines, Health & Safety at Work Act 1974 — ## Purpose This SOP establishes mandatory personal hygiene and handwashing protocols for all staff to prevent foodborne illness, maintain health and safety standards, and ensure compliance with UK food safety legislation. — ## Scope This procedure applies to all staff members working in food preparation, service, and handling areas across all Little Coffee Bean Co locations (mobile Tuk Tuks and fixed shops). — ## Key Requirements ### Handwashing Protocol **When to wash hands:** – Before starting work – After breaks and meal times – After handling waste or cleaning materials – After using the toilet – After touching hair, face, or body – After handling money or till – Between handling different food types – After any activity that may contaminate hands **How to wash hands:** 1. Use warm running water 2. Apply soap 3. Wash for at least 20 seconds, ensuring: – Palms and backs of hands – Between fingers – Under fingernails – Wrists 4. Rinse thoroughly under running water 5. Dry hands with clean paper towels (not cloth towels) 6. Turn off tap using paper towel to prevent recontamination ### Personal Appearance Standards **Daily requirements:** – Wear clean uniforms – Wear closed-toe shoes (non-slip recommended) – Keep hair tied back and covered where required – Maintain good personal hygiene **Jewelry and accessories:** – Remove all jewelry except plain wedding bands when handling food – Do not wear watches, rings, bracelets, or other adornments – Remove nail polish or keep nails short and clean ### Illness Reporting **Report to management immediately if you have:** – Vomiting or diarrhea – Jaundice (yellowing of skin/eyes) – Sore throat with fever – Infected cuts or boils – Any suspected foodborne illness symptoms **Action:** – Do not handle food until cleared by management – Follow company absence procedures – Seek medical advice if symptoms persist — ## Compliance & References – UK Food Standards Agency (FSA) Guidelines – Health & Safety at Work Act 1974 – Food Hygiene Regulations 2006 – ACAS Employment Guidelines — ## Responsibility All staff are responsible for maintaining personal hygiene standards. Managers are responsible for monitoring compliance and addressing breaches through disciplinary procedures if necessary. — ## Review Date This SOP will be reviewed annually or when legislation changes.

Customer Communication Scripts for Equipment Failures During Peak Hours Comprehensive scripts and protocols to maintain customer satisfaction and service continuity when coffee equipment malfunctions during busy periods. Contents Immediate customer acknowledgment scripts for different failure scenarios Alternative service offerings and menu adjustments during equipment downtime Staff communication protocols and role assignments during technical issues Follow-up and recovery strategies to retain customer goodwill Prevention communication and transparency best practices Understanding the Challenge and Context Looking at Little Coffee Bean Co’s operations, the unique challenges involve running mobile Tuk Tuk vans and fixed locations, serving high volumes during peak summer and winter seasons. When equipment fails during these crucial periods, every minute of downtime directly impacts revenue and customer experience. Your team uses the Frachino machine and Odoo POS system, with established power failure troubleshooting procedures. However, what’s missing is the human element—how your baristas should communicate with customers when things go wrong. Your baristas complete 5-day training programs focused on customer service, so these scripts align with that professional standard while remaining authentic and warm. The key insight is that customers are generally understanding if they’re kept informed and feel valued. The problem isn’t just the equipment failure—it’s the uncertainty and feeling ignored that frustrates people. Immediate Customer Acknowledgment Scripts for Different Failure Scenarios Scenario 1: Espresso Machine Failure “Hi there! I’m really sorry, but our espresso machine has just developed a fault. We’re working on it right now, but it means we can’t make our usual espresso-based drinks for about [estimated time]. However, I can offer you our filter coffee—it’s the same beautiful Colombian single origin we use in all our drinks—or a cold brew if you prefer? And because of the inconvenience, I’d like to offer you [10% off/complimentary pastry/loyalty stamp].” Why this works: It acknowledges the problem immediately, provides a timeframe, offers alternatives, and includes compensation. The mention of “Colombian single origin” maintains your quality positioning. Scenario 2: Grinder Malfunction “Good morning! We’ve hit a small snag—our grinder isn’t working properly right now, which means we can’t guarantee the quality of our espresso drinks. Rather than serve you something that’s not up to our usual standard, I can offer you our pre-ground filter coffee or tea service. We should have this sorted within [timeframe], or I’m happy to take your order for collection later with a complimentary upgrade?” Why this works: This positions the limitation as a quality control decision, which reinforces your brand standards. Customers respect businesses that won’t compromise. Scenario 3: POS System Down “Welcome! Just to let you know upfront, our card machine system is temporarily down. We can still take cash payments, or I can take your details and process the payment once we’re back online—completely up to you, and we’ll throw in a free [cookie/loyalty stamp] for the inconvenience. Our coffee is still flowing perfectly though!” Why this works: Transparency upfront prevents queue frustration. The humor at the end keeps the mood light. Scenario 4: Power Outage (Mobile Van) “Hi! We’ve unfortunately lost power to the van, which means we’re temporarily out of action. We’re expecting to be back up in approximately [timeframe]. If you’d like to leave your name and number, I’ll text you the moment we’re operational again, and your first drink will be on us. Alternatively, [mention nearest alternative if applicable].” Why this works: For mobile operations, customers may have specifically sought you out. Offering to notify them shows you value their custom and time. Scenario 5: Multiple Equipment Issues “I really appreciate your patience. I need to be honest—we’re experiencing technical difficulties with multiple pieces of equipment right now, and we can’t provide our full service. We’re working hard to resolve it, but I don’t want to keep you waiting if you’re in a hurry. If you can wait [timeframe], we’d love to serve you and will make it worth your while. Otherwise, I completely understand, and please take this voucher for a free drink when you next visit.” Why this works: Complete honesty prevents customer frustration from waiting. The voucher turns a negative into a guaranteed return visit. Alternative Service Offerings and Menu Adjustments During Equipment Downtime When Espresso Machine is Down: Promote: Filter coffee (Colombian single origin), cold brew, iced coffee, tea service Script addition: “Our filter coffee actually highlights the chocolate and caramel notes of our Colombian beans even better than espresso—it’s what the roasters drink themselves.” Preparation: Ensure filter coffee is always fresh and available as backup; consider having cold brew pre-made during peak seasons When Grinder Fails: Promote: Pre-ground filter options, tea, cold beverages that don’t require fresh grinding Script addition: “We’ve got some beautiful loose-leaf teas, and our cold brew is already prepared with perfectly ground beans from this morning.” Preparation: Keep emergency pre-ground coffee sealed and dated (max 48 hours old) When Heating Elements Fail: Promote: Cold brew, iced drinks, cold food items Script addition: “Perfect weather for an iced latte anyway! We can do all our signature drinks over ice.” Seasonal consideration: This is more viable during summer peak season; winter requires faster repairs When POS is Down: Maintain: Full coffee service with manual payment tracking Script addition: “We’re old school today—cash or I can send you a payment link via text after.” Preparation: Ensure staff know manual transaction procedures from your training; keep receipt book and calculator handy The “Simplified Menu” Approach: When multiple systems are compromised, simplify to 3-4 core offerings: Black coffee (filter), White coffee (filter with milk), Tea, One signature cold option. Script: “We’ve simplified things while we sort out a technical issue. Here’s what we can make perfectly right now: [list items]. Everything is the same quality you expect from us, just a shorter menu for the moment.” Staff Communication Protocols and Role Assignments During Technical Issues Your team of 3-5 people needs clear protocols to avoid chaos during equipment failures. Immediate Response Protocol (First 2 Minutes): Designate a Lead: Most senior staff member present becomes incident lead Quick Assessment: Lead determines what’s failed and

Alcohol Service Customer Scripts: Age Verification, Compliance & Responsible Service Purpose: Equip your team to professionally handle alcohol-related inquiries, enforce Challenge 25 age verification protocols, and address licensing compliance questions while maintaining Little Coffee Bean Co’s friendly, approachable brand tone. Contents Pre-event alcohol service inquiry scripts for potential clients On-site age verification dialogue and Challenge 25 refusal protocols Licensing and compliance question responses Difficult situation de-escalation scripts Staff training integration recommendations Pre-Event Alcohol Service Inquiry Scripts Script 1: Initial Inquiry About Alcohol Service “Absolutely! We’re fully licensed to serve alcohol at events. We can provide a range of options including prosecco, beer, wine, and even specialty coffee cocktails that pair beautifully with our signature drinks. What type of event are you planning, and what kind of atmosphere are you looking to create?” Reasoning: Opens with enthusiasm, establishes credibility immediately with “fully licensed,” and pivots to understanding client needs rather than just listing services. Script 2: Explaining Licensing Coverage “Great question! Our alcohol license covers [specify: premises license/temporary event notice/etc.]. For your [wedding/corporate event/festival], we’ll handle all the licensing requirements. We just need to know the venue location and expected guest count at least [X weeks] in advance so we can ensure everything is properly arranged.” Reasoning: Clients often worry about legal complexity. This reassures them that you handle the administrative burden while gathering essential planning information. Script 3: Pricing and Package Inquiry “Our alcohol service can be tailored to your budget and guest preferences. We offer packages starting from [price point], which includes [basic offering]. We can also create bespoke drinks menus—our coffee-based cocktails are particularly popular at evening events. Would you like me to send over our full drinks menu and pricing structure?” Reasoning: Provides a starting point without overwhelming, mentions your unique selling point (coffee cocktails), and offers a natural next step. On-Site Age Verification & Challenge 25 Protocols Script 4: Standard Age Verification Request (Friendly Approach) “Hi there! I’d love to serve you [drink name], but first I need to check your ID. We follow Challenge 25, so I need to verify ID for anyone who looks under 25. Do you have your driver’s license, passport, or a PASS-accredited ID with you?” Reasoning: Challenge 25 is UK standard and legal requirement. Starting with enthusiasm about serving them, then framing it as routine policy (not personal doubt) reduces defensiveness. Listing acceptable IDs prevents the “what counts?” back-and-forth. Script 5: When ID Is Not Provided “I completely understand it’s frustrating, but unfortunately without valid ID, I’m not able to serve you alcohol today. It’s a legal requirement we have to follow under Challenge 25. However, I’d love to make you one of our specialty coffees or soft drinks instead—our Golden Tuk Tuk Latte is really popular! Can I get that started for you?” Reasoning: Acknowledges their frustration (empathy), explains it’s legal not arbitrary, immediately offers an alternative to keep them as a customer, and uses your signature drink to maintain brand experience. Script 6: When ID Appears Fake or Altered “I appreciate you showing me this, but I’m not able to accept this ID as it doesn’t meet our verification standards. I’m really sorry, but I can’t serve you alcohol today. Can I offer you one of our other drinks instead?” Reasoning: Never directly accuse someone of having fake ID (legal risk). Use neutral language about “verification standards.” Keep it brief and redirect. Script 7: When Customer Becomes Argumentative About Age Verification “I understand you’re frustrated, and I wish I could help, but our Challenge 25 policy requires us to verify age for everyone who appears under 25. If I don’t follow this policy, I could lose my job and the business could lose its license. I really can’t make exceptions. What I can do is offer you any of our non-alcoholic options—they’re honestly just as good!” Reasoning: Personalizes the consequence (job loss) to build empathy, explains business risk, firmly closes the door on exceptions, then redirects positively. Script 8: Refusing Service to Someone Visibly Intoxicated “I’m sorry, but I’m not able to serve you any more alcohol right now. It’s part of our responsible service policy. I’d be happy to get you some water or a coffee instead. Can I make you an Americano?” Reasoning: Brief and non-negotiable. UK law prohibits serving intoxicated persons. Offering water/coffee shows care and provides a face-saving alternative. Script 9: When Someone Asks You to Serve Their Underage Friend “I appreciate you asking, but I can’t serve alcohol to anyone who can’t provide valid ID showing they’re 18 or over, even if you’re purchasing it. It’s a legal requirement. But I’m happy to make them any of our coffee drinks or soft drinks—we’ve got some really great options!” Reasoning: Proxy purchasing is illegal in the UK. This needs to be a hard no, but maintaining friendliness preserves the relationship with the paying customer. Licensing and Compliance Question Responses Script 10: When Asked About License Type “We operate under [specify your license type: premises license/temporary event notices]. Our license number is [number], and we’re fully compliant with all UK alcohol licensing regulations. Would you like me to provide a copy of our license documentation?” Reasoning: Specific, factual, and offers documentation proactively. This is particularly important for venue managers or corporate clients with compliance departments. Script 11: When Venue Staff Ask About Your Authorization “Absolutely, we’re fully licensed to serve alcohol at this event. We’ve coordinated with [event organizer name] and have all necessary permissions in place. Our designated premises supervisor is [name] and they’re [on-site/available by phone]. Would you like to see our license documentation or speak with them directly?” Reasoning: Establishes chain of authorization, provides a contact person, and offers immediate verification options to prevent service disruption. Script 12: When Asked About Staff Training “All our staff who serve alcohol have completed responsible alcohol service training and Challenge 25 protocols. We take responsible service very seriously—it’s built into our 5-day barista training program. Everyone on our team knows the age verification protocols

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 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.

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

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! ☕💛