data/knowledge_base/staff_protocol.md

SmartCoffee Pro Customer Service Policy:

These are the customers services that must be noticed by the staff.

1. Greeting Standard: Staff must greet customers within 5 seconds of entry with a smile and eye contact.
2. Order Accuracy: Always repeat the order back to the customer before finalizing the transaction.
3. Refunds/Complaints: Handle complaints with empathy; record all feedback in the digital logbook for management review.
4. Closing Policy: Customers may be served up to 10 minutes after official closing time if reasonable; those already seated may stay up to 1 hour after close.
5. Order Verification: For accuracy, staff will always repeat your order back to you before finalizing payment.
6. Feedback & Complaints: We value your experience. All complaints are recorded in our digital logbook for management review to ensure continuous improvement.