TRAINING TACTICS
Elouise del Rosario is the NSW Barista Trainer for Suntory Coffee Australia.
Building an exceptional customer experience Mocopan Coffee’s Elouise del Rosario on how to boost customer service and turn one-time customers into regulars.
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Have an experienced and knowledgeable barista engage with customers who are interested in knowing more about your coffee offering.
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ustomer service is the cornerstone to the hospitality industry and in particular the café environment. As the world comes out of the pandemic and our options for coffee and food expand, the choice of where the customer wants to spend their hard earned dollars starts to come down to a few simple things: quality, speed and most importantly, customer service. If these key attributes are executed well, it can make your café ‘the spot to be’. I’ve been lucky enough in my career to work in a range of café environments from high volume lobby-style cafés with majority of the clientele being regulars, to roastery café environment that has expectations on knowledge and delivering experiences, as well as destination-style cafés in which people wait over an hour to be seated. The style your café will have an impact on the type of customer service you deliver and what type of customers you should expect to walk through the door. To create the environment to deliver a great experience, here are some key points to consider: Customer relationships/interactions: This can be as simple as remembering the customer’s name or at a minimum,
