What are the main responsibilities of the barista position | learn about the job description of baristas

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Barista's job is to make coffee? Of course not. Baristas have a wide range of work, including changing light bulbs and sewers.

As an excellent barista, he should not only make good coffee, but also know how to get along with customers and how to better meet the needs of customers. therefore, baristas must have the service consciousness of barists. the difference between service consciousness and service ability lies in whether the service consciousness is willing to do well, and the service ability is whether it can be done well. Enterprises should unify the consciousness of baristas ideologically, correct the idea of serving customers passively and passively, and change into a service consciousness of actively solving problems for customers.

Service consciousness is the service ability to meet the potential needs of customers. In order to identify the potential needs of customers timely and accurately, baristas need to actively pay attention to customers, observe their words and expressions, and communicate with customers on their own initiative.

To explore the potential needs of customers, so as to meet the needs of customers as much as possible.

With the improvement of customer demand for service and the intensification of market competition, the customer service determined by the industry attribute in the past can no longer be compared with the full range of customer service provided to customers now. Service consciousness is what all types of enterprises should have. Specifically, service awareness should run through the business process of the enterprise, rooted in the actions of every employee every day. Baristas may find it difficult to meet customers, and customers' requirements are very high, but have we ever examined our own thinking and consciousness? when providing customers with the best products and services, do we really want to provide our best pre-sale, after-sale and in-sale services to all customers? Only when there is a strong sense of service in the heart, your every move can move the customer, the customer can repay you, will produce loyalty to the enterprise.

The ability that a barista should have

Provide coffee to customers attentively

The psychology of many customers is, "I use your products for good service, but I think it's not bad, and it gives you an opportunity to make money." What they care about most in their subconscious is your respect and attention to them, so when you communicate with them, the first thing that comes to mind is "I must serve this customer well" and "how can I make this customer satisfied?" instead of "how to get the customer out of his pocket and send him away." If your service makes customers feel that they are not being watched and respected, they may lose this opportunity, and what is more serious is that they will spread their feelings to their relatives and friends, then you will lose more customers. Patient and considerate customer service. As customers' personality characteristics, preferences, age, experience and so on are different, different customer communication methods and habits are different. Baristas should patiently handle business, answer inquiries and provide warm and thoughtful service according to different customers.

Value customers and express them through actions and words. For example, when receiving customers, baristas say honorific, friendly pronunciation and intonation, pay attention to etiquette and politeness, listen to customers' feelings with empathy, and so on, these subtle actions and words and deeds will make customers feel your attention and care. Baristas need to subconsciously realize the importance of customer service in order to unconsciously show it in action and let customers feel, instead of hypocritically showing frequent compliments, without actual action, it makes customers very disgusted.

Take the initiative to think of customers

Positive people are active and negative people are passive. Positive people are active changers, they make decisions according to principles and dare to take responsibility for their own decisions, while negative people always easily say "I can't", this language fully reflects an irresponsible attitude. They can never get rid of the shackles of the environment. Baristas, who are responsible for customer service, should take the initiative to think for customers and solve problems for them.

Take the initiative to think of customers. In fact, there are many small details that we can easily do and move customers all the time in our work and life. The question is whether we try to find out. In order for our service to move customers, first of all, we must love our work, absolutely not the idea of working for the sake of work or working for the boss. Only when we really regard work as a kind of fun and duty, will we devote ourselves to it. Only when we put our heart into it will we pay attention to many details that others ignore. Only with our sincerity, enthusiasm, and love, and always keep in mind the service tenet of "customer first", we will finally achieve 100% service effect and retain the hearts of customers.

Get rid of the misunderstanding of service consciousness

[service is to act according to the system] this wrong consciousness lies in the simple understanding of service as doing their respective duties according to the system, mechanically and rigidly implementing rules and regulations, and the process of service is based on the process of communication between individuals and people. the main body of service is the customer, and the art of interpersonal communication is imperceptibly permeated in the process of service. Just imagine how customers would feel if we bluntly said to customers, "this is our company's policy,"our company stipulates that this situation cannot be returned," and "We can't handle your situation." What we are talking about here is not the non-implementation of the company's rules and regulations, but how to think actively from the customer's point of view and provide patient and user-friendly service to customers in a way acceptable to customers.

(it's all their fault) some baristas just don't want to admit their mistakes and put too much emphasis on the responsibility of others or customers, blaming themselves. it's all the customer's fault, and it's not their own fault. in the end, it is impossible to deal with customers' dissatisfaction. From the customer's point of view. Baristas represent the image of an enterprise. customers will think that "anyway, it is your fault that has caused dissatisfaction and loss to me." customers will not distinguish that this is the fault of the business department and that is the fault of the maintenance department. as far as customers are concerned, whoever accepts his own dissatisfaction should be responsible for solving it, not who is responsible for it.

The qualities that baristas should possess

The self-cultivation of a barista

Service quality belongs to the category of professional accomplishment, which refers to the requirements of enterprises on the personal quality of baristas. Service literacy can be improved through learning, training and knowledge accumulation.

The qualities of baristas mainly include: personal cultivation, psychological quality, professional quality and comprehensive quality.

Cultivation

Self-cultivation is a kind of self-suggestion and an attitude of dealing with people, which can bring about lasting changes in people's self-consciousness or thinking, thus helping you achieve your personal goals.

respect

As a barista, respect is the most basic requirement. As the saying goes, "respect for customers is a kind of common sense, respect for superiors is a bounden duty, respect for colleagues is a duty, respect for subordinates is a virtue, respect for everyone is a kind of self-cultivation.

Psychology.

Psychological quality refers to the psychological tendency, characteristics and initiative of the psychological activities formed by human beings in the long-term social life. Good psychological quality is an important part of the overall quality of baristas. It is usually impossible for a barista who is emotionally unstable, withdrawn and tense to provide warm, friendly and friendly service to customers.

Positive

Baristas are often misunderstood by customers at work, or feel that the work cycle every day is very boring, and their mentality or emotions are more or less negatively affected, which is very common and normal. The key is to maintain a positive attitude, baristas need to know how to adjust their mentality and adjust their emotions, such as communicating with customers and colleagues with a positive attitude. Constantly feel the happiness that work brings to you and so on. The most important thing is to maintain a positive attitude towards customers and colleagues and win their recognition, attention and trust with sincerity and enthusiasm.

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