Customer Service
What is the first thing you should do when a customer walks in?
Greet them with a smile and welcome them in.
What makes artisan ice cream different from regular ice cream.
It's made locally in small batches with high-quality, often locally sourced ingredients.
How should you answer the phone at the store?
"Thanks for calling Blacksmith, this is (your name), how can I help you?"
What should you do before handling any food?
Wash your hands thoroughly with soap and warm water.
What's a simple way to keep good communication with teammates?
Use polite, clear language, and check in regularly during shifts.
If a customer seems upset about their order, what's your first step?
Listen to their concern and apologize.
A customer asks for and ice cream that is fruity, what would you recommend them? Here are some options to choose from: raspberry, berry cheesecake, strawberry rhubarb, honeybud, fudge brownie, snicker doodle caramel cashew, mocha cold brew, dough and cookies, matcha, blueberry lemon, passion fruit.
What should you do if you need to put a customer on hold?
Ask politely if you may place them on hold and give them a time estimate if you can.
why is it important to clean the scoops between flavors?
to avoid cross-contamination and respect allergy/dietary needs
Your coworker is overwhelmed at the register, what do you do?
Offer help or switch roles temporarily if possible
A long line is forming, how can you keep things positive?
what's the difference between our dairy and non dairy options?
One has dairy the other does not. Also our non dairy options are slightly more expensive.
what information should you write down for a special order?
Name, phone number, date/time of pickup, order details, and any allergies.
what temp should ice cream freezers be kept at?
0 degrees Fahrenheit or below
If you have a scheduling conflict, what's the proper protocol?
Notify your manager as early as possible and try to arrange a shift trade.
A customer asks for a refund on a half-eaten ice cream. What do you do?
Follow store policy, apologize and offer a replacement or a store credit.
A customer asks what "seasonal" flavors are. How do you answer?
Seasonal flavors change throughout the year, made with ingredients at their peak.
a customer calls asking about allergens, what is your responsibility?
read ingredient or allergen info carefully, never guess!
Clean it immediately or mark the area with a caution sign and notify a supervisor.
A team member gives you constructive feedback. How should you respond?
Listen openly, thank them, and use it as a chance to improve.
Requires 2 Volunteers: A customer is upset because the flavor they came in for is sold out. One person will play the customer, and the other is the employee.
Goal: Calmly and kindly offer an alternative and keep the customer happy.
Goal: Politely limit the number of samples, suggest your top recommendations, and offer to let them try more when the line slows down.
Requires 2 volunteers: A customer calls to ask you if you have any nut-free options available. Handle the situation.
Answer the phone professionally, check if they have allergies to nuts, and then clearly communicate the options.
Requires 2 Volunteers: A customer drops their cup of ice cream near the counter. Handle the situation.
Calmly address the problem, ensure the customer is ok, and then quickly clean up the area. You may replace the ice cream if they request it.
Requires 2 Volunteers: One team member is overwhelmed with cleaning up during the rush. Handle the situation.
One team member communicates a need for help or offers help. Show teamwork and initiative.