SERVICECRAFT

🎯 Why This Training?

In the food & beverage industry, quality isn't judged by taste alone.
Before a customer receives their order, what they encounter first is: behavior.

Today, many restaurants and café chains:

• Invest in their menu,
• Renovate their interiors,
• Launch marketing campaigns to boost sales…

Yet still, the top reason for customer loss is: inconsistent service and communication at the frontline.

Because:

• The waiter smiles, but lacks attentiveness.
• The cashier is fast, but fails to communicate clearly.
• The manager cares, but struggles to lead the team.
• The customer speaks, but the team fails to understand.

SERVICECRAFT was designed to break this cycle.
Its goal is to deliver not just a good product, but an experience defined by meaningful contact, effective communication, and strong brand representation.

👥 Target Audience

• Waiters, baristas, cashiers
• Front-of-house staff (greeting, directing)
• Head waiters and shift supervisors
• Restaurant/café managers and branch supervisors
• Area managers and operations leaders

🧠 Training Content

1. Customer Profile & Service Alignment
   The rushed, indecisive, demanding customer… Matching behavior and tone to each type. “Same coffee – different customer – different language”
2. Communication Style & Representational Behavior
   It’s not what you say, it’s how you say it. Body language, tone, guidance delivery. Representing brand values through personal behavior.
3. Behavior Control Under Pressure
   Delayed orders, dissatisfaction, misunderstandings. Positioning without defensiveness. Managing emotional reactions professionally.
4. Personal Image vs. Corporate Identity
   Aligning employee demeanor with brand consistency. Balancing personal style with corporate stance. The first 30 seconds: customer’s perception of your brand.
5. Team Coordination & Service Flow
   The behavioral link between kitchen – floor – cashier. Eye contact, signaling, guiding: integrated communication. Preventing internal tension from reaching the guest.
6. Application Workshops
   Simulations with diverse customer scenarios. Handling dissatisfaction through real-case exercises. Behavior observation and feedback sessions. Personal image analysis and brand representation audit.

✅ Participant Gains

• Developing reflexes to adapt behavior by customer type
• Balancing speed, sensitivity, and clarity
• Strengthening brand representation through communication
• Ensuring service consistency via team coordination
• Managing stress and maintaining a positive tone under pressure
• Transitioning from being a “nice” to a “conscious” team member

⏱ Duration & Method

• Duration: 1 full day (optional split into two half-days upon request)
• Methodology: Theory (30%), Role-play, case solving, simulations (70%), Personal development cards and mini assessment tools
• Format: In-person (Online version available upon request)