Taguig City University

College of Hospitality and Tourism

Management
COMPANY POLICY

Company Policy
Merchandise Reservation Policy for Customers
To ensure we provide the same experience to all customers, kindly be guided
by our merchandise reservation policy:
 NO Customer Reservation may be made prior to launch day
 A NO CUSTOMER RESERVATION policy will be strictly implemented
for specified items considered as Limited Edition and Special
Collaborations (to be specified by marketing).

 Data Privacy Law

Under RA10173, customers whose personal information is collected, stored,
and processed are subjects. Establishments who deal with customers personal
details, whereabouts, and preference dutybound to observe and respect
customer data privacy rights. All information shared by the customer in our
official communication channels (i.e., name. mobile number.
C-mail,etc.) are covered by the Data Privacy Law and must be secured and
kept confidential at ALL times

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College of Hospitality and Tourism
Management
Personal information shared by the customer must only be used for the
intended purpose (ie. Service recovery). Under circumstances should any
partner divulge any information of customers (name, contact details Such as
emails or mobile numbers) to anyone outside of RCOC. Doing such is a
criminal offense under RA10173 (Data Privacy Act) and will not be tolerated
and may result into dismissal.

Customer Care
 Ten Minute Rule
Starbucks stores open ten minutes early and remain open ten minutes after
closing. We call this practice our Ten Minute Rule, a practice which surprises
and delights our customers. This practice also provides a welcoming store
environment and helps develop enthusiastically satisfied customers all the time.
when the doors are unlocked and the store is open for business, all areas of
our store should be ready to Serve our customers. Closing or cleaning tasks
that negatively impact the store's service level or environment should be
completed after the doors are locked and there are no customers in the store.
We Should always ensure that our customers feel like we value their business
and when we are open for business, they are our top priority. To synchronize
the time for all stores, the clock at the Support Center lobby will be used as
standard. DMs are to synchronize their time to the SC clock, after which they
are to set their stores' clocks and back office computers to the standard time.
 Challenging customer situations
To ensure that we do not offend anyone, practice courtesy and utmost patience
in handling difficult situations. In explaining why, we do not tolerate certain
situations, avoid using the word, "bawal"
prohibited), except in extreme situations. Challenging customer concerns must
always be handled by the Shift Leader. Whenever there is a need to inform our
customers on these policies, the SL must be the one
to speak directly with the customer to ensure that these delicate situations are
handled in a professional manner.
Recommended approaches
Customers who leave their things unattended
 Ask them to take their things with them when leaving the store, even
momentarily. Offer to safe keep their things. If they agree, this will be
subject to security checks
 Customers bringing personal desk lamps and extension cord
 Partners to politely inform the customers that bringing/using personal
desk lamps is not allowed as this compromises the Coffeehouse
Experience while customers using extension cords (i.e. Laptop cords
etc.) that are obstructing customers' pathways will need to be removed
unless the customer relocates to a table near a socket where there is no
risk of someone possibly tripping as a result.

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 Taguig City University
College of Hospitality and Tourism
Management
Customers reserving additional tables with their things for their
companions who are not there yet
 To ensure that we accommodate all of our customers, we do not
promote table reservations as a practice. Partners are asked to address
overstaying customers (e.g. students) by asking them to occupy fewer
seats/tables or by asking them if they want to order anything else. Use
your judgment when the situation is appropriate.

People who stay and do not bay

 Let them know that they will be asked to move or leave when the table in
needed. Assist customer who needs a table by personally talking to that
customer whom you’ve advised previously.
Networkers, sales agents, etc.
 Find creative ways to get them to purchase, such as: approaching their
table and, bringing the menu Card to them, offer to take their orders. If
the situation allows, the Store Manager may approach the network
heads and explain that our customers have expressed their concern
regarding the noise level and inability to stay and relax. The Shit Leader
must control the situation so it does not get out of hand.
Splitting of drinks
 Splitting drinks is not allowed. if customers are insistent, offer another
cup of the smallest size (Tall for iced, short for hot), and have them split
the drinks themselves (offer a disposable spoon if necessary). If
customers still insist that the barista split the drink for them do so only
after the drink is presented as a finished product.
Customers staying in the stores after closing
 Some customers ask to stay inside the store after closing. which may be
a potential security risk for partners. During last call, offer the use of the
washroom and inform customers that the door will be locked.
Communicate that they are free to stay inside the store for 30 minutes
after closing, after which partners may offer to set up a table outside the
store if they wish to stay longer.
Customers bringing in non-Starbucks food
 Non-Starbucks food with odors that compete with our food selection
(e.g., chicken pizza pasta) is not allowed inside the store. Light snacks
such as peanuts may be permitted. Use your discretion when prohibiting
customers from bringing in Starbucks food. If in doubt, ask your SM or
DM.
 Communicate this to the customers by politely informing them that the
aroma of the food competes with the smell of our coffee products. This
then compromises the coffeehouse experience for the rest of our

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College of Hospitality and Tourism
Management
customers. We also would like to emphasize that we are also a food
establishment offering similar quality products
 Consumption of non-Starbucks food in the outside seating area is also
discouraged. Although the aroma is no longer a concern, this practice
still compromises the coffeehouse experience for other customers.
 To address this, politely ask the customers to consume their non-
Starbucks food discreetly, and not in full view of the other customers.
Offer serving plates as an alternative to packaging coming from other
food establishments.
Customers bringing in their own coffee for brewing/ ready brew or
grinding in the store
 Some customers may purchase a bag of whole bean coffee and then
ask partners to brew these in the store at a later visit. This practice is
discouraged as it can cause cross-contamination of our brewing
equipment especially if the coffee was ground elsewhere. Inform the
customer of this policy and suggest that they order pressed coffee
instead. While, Via Ready Brew is a retail item and ideally to be
consumed outside the store (at home, at work, on the go, far out or for
recipes).
 Flavored beans from other coffee shops can not be ground in the stores.
This also causes cross- contamination of our grinders
 Should customers who purchase VIA/Teavana and bring this in the store
for brewing insists, provide hot water in a DIXIE cup or for here mug but
NEVER in a to go paper/cold+ cup
Customers who sleep in the store
 Our store environment is meant to be welcoming and comfortable.
Customers may sometimes make the mistake of using this as a venue
for sleeping.
 When you find a customer sleeping in the store premises, the SL or most
senior partner should use their best judgment and decide whether to
approach the customer or not.

 If a customer sleeping in the store compromises the overall look and feel
of the store, the partner should take the initiative to approach the
customer and ask if he or she is feeling well. Politely inform the customer
that sleeping in the store may result to a loss of his or her belongings
Customers putting feet up in furniture
 stores to use best judgement when deciding when to ask customers to
remove feet off tables/furniture. Calls should be made when the act
compromises safety or QA practice such as placing bare feet directly on
tables, as this is both unsightly and unsanitary. Maximum tolerance
should be practiced and best judgement exercised for similar situations

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College of Hospitality and Tourism
Management
Inquiries about our suppliers
 Supplier information such as our food vendors. products we use, etc.
are confidential and must not be shared with non-Rustan Coffee
partners. If customers ask about our food suppliers. Kindly let them know
that this is confidential information and please make sure that you do not
them straight to our food vendors
Customers making their own beverage
 There are Customers who create their own beverage/s that are not in
our beverage lineup. This is not same as customization as customization
refers to alteration through addition, subtraction Or choosing an
alternative for the components to our core beverage lineup. Allowing
customers to create their own beverage lineup (i.e. iced solo espresso or
solo espresso placed in an iced venti cup then they put milk from the
condiment bar) compromises the brand and the Starbucks experience as
the quality of the beverage they are getting is not to Starbucks
Standards. When dealing with these types of customers, offer the
nearest core beverage in our lineup:
Example: Iced Solo Espresso =Offer Iced tall Americano with no water.
 If customer insists on a solo espresso with ice, educate them that it is a
hot beverage served in a taster cup. lce can be provided in a separate
Dixie cup since our iced cups are only used for our hand crafted
beverages.
Customers requesting for water
 When providing water, please avoid using LARGE (Grande and Venti)
mugs as this Is too much water for an average customer to consume.
Please use a smaller mug (short or tall) or Dixie cup
Customer Accident In The store
When a customer injury occurs the following guidelines should be followed:
 The manager on duty and the store's first aider should assess the
customer's medical needs
 Make the injured person as comfortable as possible and provide
applicable first aid. This treatment may include, assisting the customer in
the application of burn gel for first degree burns, offering the customer a
band aid for a minor cut or scrapes, offering for them to rest or offering
for customers to have a glass of water, etc.
 Do not move the injured person. If the injured person requests
assistance in sitting up. getting back to their feet or regaining balance,
you may then assist them in doing so as long as these actions are
initiated by the injured party.
 If the injury may not be treated by the first aider or if there is no first aider
in the store, the injured customer must be brought to the nearest clinic,
i.e. mall clinic or hospital following these guidelines:

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College of Hospitality and Tourism
Management
 If the customer's injury does not render him/her unable to walk or to
move freely, a taxi may be used to transport the customer to the nearest
medical facility. If the customer has a vehicle of their own and offers this
for use to go to the nearest medical facility, this may be an option.
 If the injured customer cannot move or walk, the injured person is not
ambulatory without assistance head trauma exists; the injured person
shows signs of broken bones; there are complaints of chest pain, pain
radiating from the arms, shoulders, jaw or back; there is profuse
bleeding that cannot be stopped or slowed; assisting partner should call
for an ambulance referencing emergency contact numbers including the
nearest hospital, posted in the backroom of your store.
 The partner bringing the customer to the hospital/clinic should bring
Php5,000 from the store's petty cash fund and shoulder medical
expenses incurred for the injured customer's immediate medical care as
billed by the hospital or clinic at the time the customer was treated in the
presence of the partner.

 Like any other expense incurred using the store's petty cash fund, the
partner should get secure the receipt which was the basis of the amount
paid to the hospital/clinic. The shouldering of the Immediate medical
expenses of the customer is not an admission of guilt on the part of
rustan Coffee,, but a gesture to ensure the well being of the customer
and an act of goodwill on the part of the company for the customer who
was injured in the store.

 If the immediate hospital/clinic expense provided to the customer at the

time he/she is brought to the Clinic exceeds Php5,000.00, partner should
seek approval from the District Manage

 In cases where customer's injury is escalated by the customer to the

police, under no circumstances should the partner agree to go to the
police station should there be an invitation from the customer. In Cases
where this may happen, partner should immediately call the Security &
Resilience manager or assigned security officer/commander.

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 Taguig City University
College of Hospitality and Tourism
Management
 Complete an INCIDENT REPORT FORM and report the incident to your
DM, Security & Resilience manager immediately. All receipts should be
forwarded together with the completed INCIDENT REPORT FORM to
Security & Resilience manager.

 make sure to include or details of the incident, report the facts only, no
opinions or assumptions

 Include name of the customer injured and partners present

 This form should not be given to the customer to fill out

 This form is an internal company document therefore should be not

distributed or handed out to anyone outside of Rustan Coffee including
the injured customer

 In the event that a customer seeks additional payment or makes

additional demands outside of the immediate care that was already
extended by the company the following guidelines should be followed:

 Inform the customer politely that you are not in the position to make any
decisions regarding the Customer's request but what you can do you is
forward their request to upper management through a written letter from
them stating their further claims from the company.

 Forward the customer's letter to your district manage.

Remember the first few minutes following a customer incident are often the
most important. Treat the customer with care and compassion.

When in doubt, contact your store manager or district manager for guidance.

Gifts from customers

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 Taguig City University
College of Hospitality and Tourism
Management
Rustan Coffee Corporation has a corporate policy discouraging partners to
receive gifts from customers, even during the holiday season.

When a customer gives personal gifts, the first option is to inform them of the
company policy. However, if the customer still insists, the second option is to
thank them and accept the gift, and then follow the appropriate next steps:

 Perishable Food Items If the customer gives perishable items, the Store
Manager must ensure that it is equally divided amongst the team
members.

 Non-Perishable Items- Store Manager must send all non-perishable

items (including gift baskets with canned goods, etc.) to Partner
Resources. These items will be raffled out during company events such
as the Annual Dinner.

 Personal Gifts for Executives (MTL, NTL, QTL, ESL, etc) - Stores should
NOT accept personal gifts to SC partners being sent through the stores
by landlords or suppliers. inform the sender that these gifts should be
sent directly to the SC. Feel free to provide the address of SC.

 Gifts for "Starbucks" - Kindly inform sender of RCOC No Gifts Policy and
do not accept the gift. Thank them for the kind gesture.

Merchandise Reservation Policy for Customers

To ensure we provide the same experience to all customers, kindly be
guided by our merchandise
reservation policy:

 NO Customer Reservations may be made prior to launch day

 A NO CUSTOMER RESERVATION policy will be strictly implemented
for specified item considered as Limited Edition and Special

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 Taguig City University
College of Hospitality and Tourism
Management
Collaborations (to be specified item regardless of Iunch day. Limited
purchase guidelines will apply to all purchases
 Customer Reservations can only be made once items have been
officially released in the stores (official store business day) and
physically displayed on the shelves.
 Under no circumstances can special arrangements be entertained prior
to the official merchandise launch (business day),
 customer merchandise reservations can be held for a maximum of three
days (3 days) or no longer than 72 hours reserve held beyond the
specified limit, will be placed back on display.
 Reserve items held beyond the specified limit, will be placed back on
display.

Return and Exchange Policy

Beverages and food
If a customer is not happy with a beverage, food or packaged food product,
whether consuming it in the store or taken out of the store, we must
immediately replace it.

dissatisfaction may be caused by poor quality due to the preparation of the

drink or food product. In this Case, extra care must be taken to ensure that on
the second time it is made or offered, it is or Starbucks standards.

Another reason for the customer not being satisfied is his preference. If he
purchased a Café Latte and found it too strong, we may replace it and suggest
a ristretto shot instead of a full espresso shot.

Do not forget to discover what caused the dissatisfaction and respond

appropriately by matching the customers' concerns with what we can offer.

If customer is very upset and would not like his drink or food replaced with the
same product, offer another product of the same value or refund through store
credit his/her payment accompanied by a receipt. Do not forget to follow the
steps of Customer/Service Recovery to ensure repeat business.

Retail items
Customers who present a receipt requesting for a return or an exchange for a
merchandise item they recently purchased (within 2 weeks) may be entertained
appropriately. In such cases, store should offer immediate replacement of the
item. If replacement is not possible, a senior management partner would
need to approve the refund of the item purchased. Refunded items must be
settled using store credit (for cash, gift certificate, debit/credit card or Starbucks

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College of Hospitality and Tourism
Management
Card/mobile app). <Refer to the detailed Refund Procedure in the POS
Management Manual>

Without a receipt or proof of payment, the merchandise purchase may not be

legitimate, and the return or exchange may not be granted. Á "NO RECEIPT,
NO RETURN POLICY" should be applied. Contact your District Manager for
guidance.

If the customer returns the item in the same store it was purchased from, simply
replace the merchandise with the exact same item. Should he/ she want
another item in exchange for the purchased merchandise, refund through store
credit the previous item and have the customer pay for the replacement item.

If the customer would like to return or exchange an item purchased from

another store, the SL may verity the purchase with the SL of that store through
the Transaction Viewer (referring to the Receipt presented by the customer).

If the purchase is confirmed, entertain the request. Document the transaction

using an Incident Report Form about the return or exchange of merchandise.

Customers may also return defective merchandise if it was purchased within a

two weeks period, any item beyond the two-week period is subject to Manager
discretion but is not guaranteed.

Price Tag Policy

The government provision on Price Tag, under R.A. 7394, requires that all
consumer products sold in retail to the public shall bear an appropriate price
tag. label, or marking indicating the price of the article. Such consumer
products shall not be sold at a price higher than that stated in the price tag.

 Ensure that merchandise on display are marked with the correct retail
price
 For food, RTE and RTD, ensure that these items are displayed with the
appropriate signage win price.
 In the event that an item is inadvertently tagged with an incorrect price
tag, stores must honor the price stated in the tag.
 When in doubt, you can always ask for help from your Store/District
Manager

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