understanding customers
what percent of customers tell people about a negative experience instead of a positive expierence
80%
What is stocktaking?
t’s the process of counting and recording all inventory items currently on hand in the café.
What is backflushing?
A cleaning process for espresso machines that removes built-up coffee oils and residue.
What kind of beans are used to make coffee?
Coffee beans.
What is the main ingredient in a long black?
Espresso.
highlight 2 customer service skills
Empathy
Patience
Clear Communication
Knowledge of the product
Keep language positive
Reading between the lines
Quick learning
Ability to close
Why is FIFO important in managing stock in a café?
Because it ensures the oldest products are used first, helping reduce spoilage and waste.
What is a tamper?
A tool used to compress ground coffee evenly in the portafilter before brewing.
What machine is used to brew espresso?
An espresso machine.
What kind of milk is used to make a cappuccino?
Steamed milk with foam.
name the 3 goals of customer service
Communication
Satisfaction
Problem Solving
What is an inventory management system?
A software or method that automatically reorders items when they fall below a set level.
$500
How often should grinders be calibrated?
At least once a day or every shift to maintain consistent grind size and coffee quality.
What do you call coffee with steamed milk and a small layer of foam?
A latte.
What do you call a cold coffee drink blended with ice?
A frappé or iced blended coffee.
how do you get a TFN
Tax file number:
- Apply for a TFN through the Australian Tax Office.
- You need to be 15+ and present 100 points of ID.
Bank Account:
- Different for every bank.
- Some accounts have age restrictions.
- You will need ID.
- Some accounts may have a cost associated with set up.
What is the danger of inaccurate inventory records?
It can lead to shortages, over-ordering, and lost sales or spoilage.
What is a group head?
The part of an espresso machine where water comes out to brew coffee.
What do baristas use to froth milk?
A steam wand.
What do you add to espresso to make a mocha?
Chocolate (syrup or powder).
differentiate the difference between wants and needs of customers in a business
What is spoilage and increased waste?
The result of over-ordering perishable items like milk, leading to unnecessary waste and cost.
What happens if you don’t descale an espresso machine?
Limescale buildup causes poor water flow, bitter taste, and long-term damage to the machine.
What is the name of the metal handle that holds ground coffee in an espresso machine?
A portafilter.
What do you call it when coffee is made by pouring hot water through a filter?
Filter coffee or drip coffee.