Small Business Lesson Plan For Training

Lesson Plan Objective: The objective of this training session is to provide small business employees with the necessary skills and knowledge to deliver excellent customer service and master barista skills in a coffee shop setting. Materials Needed: Espresso machine Milk frother Coffee beans Milk Cups Customer service roleplay scenarios Lesson Outline: Introduction (15 minutes) Welcome and introduce the training session Explain the importance of customer service and barista skills in a coffee shop Set the expectations for the training session Section 1: Espresso Preparation (1 hour) Introduction to the espresso machine and its components Step-by-step guide to preparing espresso shots Demonstration of the espresso preparation process Hands-on practice for participants to prepare their own espresso shots Section 2: Milk Steaming (1 hour) Introduction to milk steaming techniques and its importance in coffee beverages Explanation of different milk types and their characteristics Step-by-step guide to steaming milk properly Demonstration of milk steaming techniques Hands-on practice for participants to steam milk and create basic latte art Section 3: Customer Interaction (1 hour) Importance of positive customer interaction and building rapport Effective communication techniques for engaging with customers Handling special requests and customization Roleplay scenarios to practice customer interaction skills Section 4: Handling Complaints (1 hour) Understanding the importance of addressing customer complaints Strategies for de-escalating tense situations Active listening techniques and empathetic responses Roleplay scenarios to practice handling customer complaints Conclusion (15 minutes) Recap of the key points covered in the training session Encourage participants to ask questions and seek clarification Provide additional resources for further learning and improvement References: "The Professional Barista's Handbook" by Scott Rao "Setting the Table: The Transforming Power of Hospitality in Business" by Danny Meyer Online tutorials and resources on espresso preparation, milk steaming, customer service, and complaint handling. Quiz: Espresso preparation involves the use of an _______ machine. _______ is the process of steaming milk for coffee beverages. Effective _______ techniques are crucial for positive customer interaction. _______ responses are important when handling customer complaints. "The Professional Barista's Handbook" by _______. Answers: Espresso Milk steaming Communication Empathetic Scott Rao