This 5 minute training document provides information and guidance for leading daily training sessions at the start of each shift. The training sessions are meant to be interactive and discuss a variety of topics relevant to working at De Refter in order to inspire employees and set goals for each shift. They should close the gap between theory and practice by drawing on practical examples and the expertise of team members. Each training module uses the STAR method - Situation, Team, Action, Result - to structure discussions of practical situations. The goals are to improve employee attitude, communication, efficiency, and maintain high standards through continuous learning.

1. 5 Minute Training
Training – Train – The Trainer

2. 5 Minute Training
What?
You will lead 5 minute training sessions at the start of every shift. During these training sessions a
variety of topics relevant to working at De Refter will be discussed. These training sessions are
always at the start of the shift so that, together with your team you can set goals that you can all
work towards during the shift.
Why?
It is very important that you and your team are inspired by the 5 minute training sessions. The
training sessions are by their very nature very interactive. The training sessions will revolve around
sharing the professional experience of the team. Central to this are the situations you and your
staff have experienced and their cause and effect. Most training sessions will refer to theory from
the e-learning or the operational manual, with experience and practical examples also offering
topics for discussion.
How?
For ease of use every training module has an introductory summary covering the topics. This
summary will hang on the wall in the staff areas of your workplace. By using the summary as a
starting point you can refer to practical examples from your own experience to share with your
colleagues during the training sessions.
The 5 minute training topics are inextricably bound to the highly esteemed principles upon which
De Refter stands. You can think of ‘Attitude’, ‘Communication’, ‘Exceeding Expectations’, ‘Golden
Rules’, ‘Knowledgeable sales advice’, ‘Handling Complaints’.

3. 5 Minute Training
The STAR Method:
In hospitality not everything can be learned from a book. In practice it often looks quite different
and the combination of different factors make every situation unique. Every Café is also unique.
The 5 minute training sessions serve a special purpose within De Refter. The training
sessions are particularly focused on closing the gap between theory and practice by using the
expertise from within the team. In order to discuss practical situations in a focused manner we
use the STAR method. STAR stands for Situation, Team, Action and Result.
Situation:
What is happening?
Team:
How do you work?
Action:
What will we do today?
Result:
How do we ensure
continuity of our
standards and learn from
our experience?

4. 5 Minute Training
The right mentality starts with the correct attitude. Attitude is important to the customer, to your
colleagues and also for yourself. Work is more fun with the right attitude. To win every day you
need team players who feel responsible and involved. We make a real difference. This is no
ordinary café!
Loyalty
De Refter cannot succeed without loyal employees. Loyal staff means continuity, offers the
possibility to grow as a business and certainly as an individual. We are there for each other and
work together in a welcoming atmosphere.
The correct attitude comprises the following features:
Reliability/integrity
Able to work alone and with discretion
Focused on collaboration
A team player, helpful and always striving as part of a team to achieve the same goals
Flexibility
A considered approach that leads to the best possible outcomes
Empathy
Put yourself in the position of a colleague or customer
Hospitality
Positive attitude, good listener, radiate enthusiasm
Attitude

5. 5 Minute Training
Working efficiently
Working quickly and efficiently gives you satisfied customers. This gives the customer and above all you a
good feeling about your work. It motivates you to improve. You can work quickly, you can also work
efficiently, and you can work in a chaotic way or in a structured manner. Which method do you see yourself
in?
Effective working means that you are well prepared and know exactly what you are doing. You can
prioritise. At the end of your shift you evaluate the day and set yourself new goals for your next shift.
Chaotic working means that you are always busy but unfocused. You are multitasking, doing 10 things at
once but finishing nothing. You have no set goal for the day. Too busy doing everything you lose your focus
and you lose productivity.
A structured approach means that you are constantly planning and adjusting. Risks are identified and you
are prepared for any scenario. Everything must go right and nothing can go wrong. Your productivity
suffers because you are too immersed in planning.
This is how we work quickly and efficiently…
 Cooperate
 Know your job
 Set priorities
 Never walk with empty hands
 Focus on customers
Attitude
 Don’t laugh or chat loudly with your colleagues
 Think first, and then act
 Make a to do list during quiet moments
 Finish the job in hand before you start another

6. 5 Minute Training
Attitude
Step 1 – Situation: What is happening?
In order to have the correct attitude it is important that you are comfortable with yourself. Ask your
team the following questions:
• When do you enjoy your work?
• What is a good working attitude?
• Are you an efficient worker, or not?
Step 2 -Team: How do your work?
A good working attitude isn’t only important for our guests, it’s also important for the cooperation
within the team.
• At what point in your working day do you find it difficult to present yourself well? What can we do
about this?
• What can we do that would encourage us to keep the correct attitude throughout our shift? What
goals can we link to this?
Step 3 – Action: What are we going to do today with regard to our working attitude?
The best and most practical/applicable actions of the team are the foundations of our approach to our
work. Devise, together with your team 3 action points that you can work on together to maintain a
good working attitude.
Step 4 – Result:How can we ensure continuity of our standards and learn from our experiences?
How can we ensure that our new working methods are made permanent? You and your team can
come up with solutions as you discuss the results of the training session.
• Set a common goal for your team at the start of every shift. Clearly define tasks. It doesn’t have to
take long: you can discuss a lot in 5 minutes.

7. 5 Minute Training
Communication is an important part of hospitality. You are the focal point of our customer’s attention.
You are the host or hostess, entertainer, the knowledgeable contact all in one. The barrier between you
and the customer must be as low as possible. Communication can be divided into the verbal and non-
verbal communication. If your non-verbal communication does not match your speech you will have no
credibility. Within every organisation there are established principles regarding communication. We have
created, for our purposes ‘The Golden Rules’ so that everyone knows what is expected of him or her.
Non-verbal communication Verbal communication
The golden rules:
55% of communication is expressed in body language
38% is expressed in tone of voice
7% is communicated through words
Communication

8. 5 Minute Training
Non-verbal communication
Non-verbal communication comes in two forms: visually and vocally. The influence of your tone of voice
has on the impression that you make is often forgotten. Another important factor in your non-verbal
communication is in your personal appearance.
Personal appearance is everything that another absorbs about you from their senses. Thus it is: how they
look, how they walk, how they move or how they smell to someone. Everyone subconsciously analyses and
judges the people they meet, forming opinions and prejudices along the way.
Along with personal grooming and tone of voice customers are alert to your demeanour. When you have an
open demeanour, customers will be quicker to approach you. An open demeanour is:
• A welcoming facial expression
• Head held a little high, constantly alert to the needs of customers
• Stand with your back straight and with your shoulders back
• Hands should be uncrossed (crossed hands say indirectly that you do not want to help/serve)
Verbal communication
Verbal communication is communication with words or sound. You can verbally express yourself in
conversation and also in writing.
Communication

9. 5 Minute Training
Step 1 - Situation: What is happening?
Communication is one of the most important cornerstones of hospitality. When you are busy it is
especially difficult to remain open and hospitable in your verbal and non-verbal communication. It is
always important to remain aware of how we communicate.
• How do you communicate in a friendly, hospitable way?
• When do you find it difficult to communicate in a friendly, hospitable way?
• What experience do you have of communication with a staff member where you have observed
that he or she clearly did not want to give you any attention or assistance?
Step 2 - Team: How do you work?
It isn’t always easy to always communicate in a friendly hospitable manner. For example, if you have a
difficult customer that asks awkward questions that you have answered several times already or if you
are tired or have had a bad day.
• How do you deal with such situations yourself and what tips can you share with your colleagues?
• What can you do to ensure that your communication remains friendly and hospitable?
• What is your role in this?
Step 3 – Action: How can we improve communication today?
The best, most practical and easily applicable suggestions from your team are the foundation of our
approach to our work. Devise, together with your team 3 action points that you can work on together
to continually improve communication.
Step 4 – Result:How can we ensure continuity of our standards and learn from our experiences?
What was the result of your action? How can we ensure that our new working methods are made
permanent? You and your team can come up with several definite, actionable suggestions as you
discuss the results of the training session.
Communication

10. 5 Minute Training
Everyone has qualities that make him or her unique. Perhaps you have great beauty! Cheerful,
energetic, proactive. Or are you good at problem solving? Maybe you have very different qualities?
Think about where you excel. The art is in bringing this special quality to the fore and deriving the
maximum from it. It works a whole lot better if you can use what you are best at and enjoy it.
Customer Expectations
A satisfied customer that looks forward to coming back is what it is all about. The customer experience
is all important. Every customer that visits our Café has their own set of expectations. We can meet
and sometimes fail to meet their expectations, but together with our team we can exceed our
customer’s expectations. As staff member we can influence the customer experience in the
following ways.
We want the De Refter experience to make a good impression upon our customers so that
they recommend us to others and make return visits. Surprising guests is not rocket science; it is the
small things that make a difference. Surprise your customers by doing more than they expected.
Anticipate your customer’s needs or make a beer recommendation that will complement their choice
of meal. Allow your enthusiasm for you work to show. You can influence the mind-set of your
customers. Laughter is infectious; it makes the atmosphere nicer for the customer, your colleagues
and of course yourself.
Tips on how to exceed expectations, while remembering keep your responses natural and
unscripted.
Make customers feel welcome, the first 10 minutes are crucial
Offer help before you are asked
Give your customers extra attention
Exceeding expectations

11. 5 Minute Training
Step 1 – Situation: What is happening?
Encourage every team member to make an honest analysis of their strengths/weaknesses:
What are your strengths/what are you good at?
What distinguishes you within the De Refter?
Where do you find room for self-improvement?
What opportunities do you see within De Refter to develop or deploy your skills?
Step 2 – Team: How do you work?
Customer expectations must be exceeded time and time again. From the start you must do what is
required and that little bit extra.
What creative solutions can we use today to exceed the expectations of our customers?
What is your role in this?
Step 3 – Action:What are we going to do today to exceed our customer’s expectations?
Step 4 – Result: How can we ensure continuity of our standards and learn from our successes?
What was the result of your action? How can we ensure that our new work methods are permanent
and remain fresh as perceived by our customers? Find solutions with your team and identify the
results of this training.
Let your team try something new every season. It is up to you to keep surprising your customers.
…
Exceeding expectations

12. 5 Minute Training
A complaint is free advice. Very often complaints are not properly utilised, that is an opportunity missed.
With a complaint you get a second chance, you can be pleased that a customer has taken the time to
give you their opinion about a particular topic that is in need of your attention. You can make
improvements next time. There is nothing more important than showing respect to the opinions of a
complaining customer. You can demonstrate this respect by actively listening and then taking direct
action as a consequence of the complaint.
The first and final moments of contact with the customer are very important. It is during these moments
that an impression of De Refter is formed in the mind of the customer. For example ‘a nice woman’, ‘a
surly man’, ‘a thriving café’ or ‘many inexperienced staff’. Show understanding and demonstrate that you
genuinely want to help to solve the problem.
Do:
Listen carefully and demonstrate that you
understand
Ask questions to clarify
Solve the complaint with the customer
Speak clearly and intelligibly
Be sincere and friendly
Thank the customer for bringing their complaint
to you
Don’t:
Assume a defensive stance
Raise your voice
Ignore/underestimate the complaint
Give a negative answer
Make false allegations
Interrupt or challenge the customer
Blame the customer or one of your colleagues
Be defensive
Handling Complaints

13. 5 Minute Training
Problem solving focus
When a customer complains or indicates to you that something is not to their liking it is important
that you at least do something for the customer. There are two ways. After you have solved a
problem, ask if the customer is satisfied and if there is anything else you can do to be of service. If
you see the customer again later in your shift take the time to ask if the problem is solved and
enquire as to whether the customer is satisfied. Here you are demonstrating that you sincerely care
about the welfare of your customer and that you value the quality of the customer’s experience. If
you can’t solve the problem yourself or the complaint is of an insolvable nature always offer an
alternative solution.
Prevention is better than cure
Prevention of complaints is of course far more desirable. How can you limit and prevent
complaints?
• Always be clear and use the best information you have
• Allow your customers to explain their complaint fully-be considerate to their concerns
• Listen carefully to their story and be careful not to make early judgements
• Don’t talk about the problem, focus on finding a solution
• Empathise with the guest so that you understand their desires better and can respond to them
Handling complaints

14. 5 Minute Training
Step 1 – Situation: What is happening?
A complaint is free advice.
• What steps will you take after a complaint?
• What are we complaining about? Does the customer go home satisfied?
• To what extent do we take the customer’s advice? Do we take steps to prevent the reoccurrence of
this particular complaint, or do we move on?
Step 2 -Team: How do you work?
The ultimate goal is the satisfied customer, who remembers the positive action that you have taken
and forgets the complaint.
• Where can we improve our handling of complaints?
• Where do you see most complaints coming from?
• Do you have ideas on how to prevent complaints from being made?
Step 3 – Action: What are we doing today with regard to dealing with complaints?
The best and most appropriate/practical solutions are integrated into our working methods. As a team
come up with three actions that you all can take to best prevent complaints arising.
Step 4 - Result: How can we ensure continuity of our standards and learn from our experiences?
How can we ensure that our new working methods are made permanent? You and your team can
come up with solutions as you discuss the results of the training session.
Share experiences regarding the successful resolution of a complaint. If the same situation arises again
everyone will know exactly what to do.
Handling complaints

15. 5 Minute Training
From the moment that you start your shift at the De Refter you are on the stage. Every member of
staff has their own part to play and must react to what he or she sees. For your customers, selling with
your excellent knowledge of the beers plays an enormous part in your performance. Good selling is
often simply a matter of daring. Dare to say something funny that makes your customers feel at their
ease, dare to talk about the specialities on the menu, or dare to offer a customer a second cup of
coffee as they enjoy our the sun on our terrace. Some staff members have this quality as part of their
nature; others will need guidance from you.
To be a good seller
To be an effective salesperson you need a good knowledge of the products on offer in the De Refter
and to be in possession of sales techniques. Sales begin with good product knowledge, it enables you
to radiate self-confidence and speak with authority to your customers.
Selling is not only about selling the product; you are also selling the experience. For example, when
you welcome customers, you share with them your extensive product knowledge and this guides their
choices. Always keep the 5 basic steps in mind during your shift.
• Be confident & feel good
Before you approach a customer, focus on something you feel good about
• Smile
Smiling is very important and makes you more approachable
• Mind your body language
Make sure you have a good bearing
• Greet customers
Say good morning/good afternoon, good evening
Knowledgeable sales advice

16. 5 Minute Training
Creating value
In order to sell well it is very important that you can anticipate what interests your customer and
what they require. This allows you to focus their interest towards a product and it is therefore
easier to sell. It is very important that you know what you have to offer and why the product might
be interesting for your customer. Be sure that you know the features of the products in the De
Refter and what the advantages are and what this could mean to your customers.
• Product features
All of the features and specifications of the products.
• Advantages
The positive features of the product contribute to the customer’s decision making. It is your
selling point.
Example
If a customer tells you that he hasn’t got much time for dinner, then guide him to the dishes on the
menu that can be prepared quickly. You can suggest a drink even after the customer has chosen
their meal. You can work with the customer in this helpful way.
Knowledgeable sales advice

17. 5 Minute Training
Step 1 – Situation: What is happening?
Good sales people are often compared to entertainers, you add something special to the customer
experience and with your product knowledge and sales techniques you make a warm and welcoming
environment.
• How can you ensure that the customers enjoy a welcoming experience and you can sell them the
correct products?
• Which products do you know? Are there products that you aren’t yet familiar with?
• What are your experiences as a customer, where has the sales person has had a positive influence on
your choices?
Step 2 - Team: How do you work?
Making sales even with product knowledge isn’t easy for everyone. Some team members will have more
experience than others.
• Explain one of the beer products in terms of its features and qualities.
• What experiences or examples can you share regarding successful sales?
• What is your critical success factor regarding sales and product knowledge?
Knowledgeable sales advice

18. 5 Minute Training
Step 3 - Action: What are we doing today regarding product knowledge based sales?
The best and most appropriate/practical solutions are integrated into our working methods. As a team
come up with three actions that you all can take to improve product knowledge based sales.
Step 4 – Result: How can we ensure continuity of our standards and learn from our experiences?
How can we ensure that our new working methods are made permanent? You and your team can come
up with solutions as you discuss the results of the training session.
• Split your team into pairs, after every shift they can give one another sales feedback. Give one
another praise and tips. This builds self-confidence and by watching how others perform you can also
look more critically upon yourself.
Knowledgeable sales advice