Coffee Shop Lesson

My Portuguese friend Ruben brought me a weekly Caffe Nero magazine while I was reading 'Prague: A Novel' on a pleaseant Saturday morning. Last week, when I was surfing the Caffe Nero website I came across the compliments or complaints section. As a regular customer at the outlet in Bridlesmith Gate overlooking Ted Baker, I wrote an email expressing my views on the service by the baristas since the day one I tasted its coffee. Ruben said Justina Virdee, who is the Head of Customer Services of Caffe Nero Group Plc chose to published my comments in their magazine three weeks in a row, as the best comments so far from its customers. I believe any kinds of service to the public, it shall be delivered in a professional manner, with a smile and warm attitude that ensures the satisfaction of the public. This is something that Malaysians in the public sector should ponder and improve on, after all these people are just baristas working in a coffee shop and earning minimum wages. Nonetheless, they never fail to smile and greet me.

Dziekuje (thank you) to Ruben, Eva, Greg, and the rest of the baristas. Bordza dobra robota (very good job)

;)


Subject:
RE: [NEWSENDER] - Thanks! - Message is from an unknown sender
Date:
Mon, 16 Apr 2007 09:23:04 +0100
From:
"Justina Virdee"
To:
"Saiful Bahri Mohd Sharazad"

YAHOO.Shortcuts.overlaySpaceId = "97546169";
YAHOO.Shortcuts.hostSpaceId = "97546168";
Hello Sharazad

Thank you for your email.

I am delighted to hear that you enjoy your visits to our Bridlesmith store in Nottingham . It’s great to receive such positive feedback from our customers. I will be sure to pass this onto our manager and team concerned. They will be equally delighted to read of your kind comments. I certainly hope that we can continue to serve you in the manner that you have come to expect.

Many thanks for your interest in Caffe Nero

Kind regards


Justina Virdee
Head of Customer Services
Caffe Nero Group Plc

Tel: 0207 520 5169
Email: justinav@caffenero.com

From: Saiful Bahri Mohd Sharazad [mailto:mohdsharazad@yahoo.com] Sent: 15 April 2007 21:39To: complimentsSubject: [NEWSENDER] - Thanks! - Message is from an unknown sender

Dear Caffe Nero team.
I would like to express my highest satisfaction and gratitude on its outlet service at Bridlesmith Gate Nottingham. I am an international student studying in University of Nottingham and Nero's would always be my regular spot to have a cup of caramelatte while studying or meeting up with friends. I am a regular customer and most of the baristas know me by now and their hospitality and greetings and sometimes accompanying me during breaktime have made me feel at home.

I have a suggestion here on the selection of music in Nero's; how about playing italian or eastern european music which is now starting to make its impact in the music world? and the soothing feeling in Nero's can be ambienced by playing some of the wonderful orchestra or classicals i believe.

Till now, kudos to Nero's.
Caramelatte will always be my favourite, and I hope the caffe will expand internationally, hopefully mark its first existence in my country, Malaysia !

Carpe diem,
Sharazad,
University of Nottingham

www.caffenero.com