成果範例
SOP set: opening and closing procedures for a small café
SOP-02: Closing the café
| Purpose | Leave the café clean, safe and ready for the morning shift |
| Who | The closing barista; the shift lead signs off |
| When | Start at 5:30 pm, doors locked at 6:00 pm, finished by 6:45 pm |
| You need | Closing checklist sheet, till key, cleaning caddy, blue cloths |
Before you start
Warning: Never switch off the main power at the wall. The fridges and the alarm run on the same board.
Steps
- At 5:30 pm, turn the door sign to "Last orders". Customers already inside can stay until 6:00.
- Switch the coffee machine to rinse mode. Press and hold the cup button for 5 seconds. You should see: "RINSE" flashing on the display and hot water running through both group heads for about 2 minutes.
- Take out the portafilters and soak them in the black container with one cleaning tablet. Leave them for 20 minutes.
- Move cakes and sandwiches to the back fridge. Label anything opened today with today's date and "Use by tomorrow".
- Record the fridge temperatures on the log sheet. You should see: between 1 °C and 5 °C. If a fridge shows above 5 °C, go to step 12 first.
- At 6:00 pm, lock the front door and turn the sign to "Closed".
- Close the till. Press MENU, then "End of day", then "Z report". You should see: the report printing with today's total. Do not count the cash at the counter; take the drawer to the office.
(Steps 8–14: floors, bins, alarm and handover note.)
If something goes wrong
| Problem | What to do |
|---|---|
| Fridge above 5 °C | Move food to the second fridge, note the time and temperature, message the shift lead |
| Z report does not print | Replace the paper roll; if it still fails, write the total from the screen and photograph it |
| Alarm will not set | Check the back door is fully shut; the alarm will not arm with it open |
Sign-off
Closing barista: name, time. Shift lead: initials.
Last reviewed: [date]. Review again when the coffee machine or till is replaced.
Client: Bluebell Café, 22 seats, 7 staff working in rotating shifts Input: the owner's voice notes, a handwritten checklist and 9 photos of the counter, coffee machine and till screen Delivered: a set of 6 SOPs (4,600 words): opening, closing, cash handling, fridge temperature log, deep-cleaning the coffee machine, handling a customer complaint. Below: an excerpt of the closing procedure.
客戶與所有細節皆為虛構。
關於此服務
即時聊天與通訊軟體客服需要的答案，既要短到能放進對話框，又要精確到讓兩位客服不會互相矛盾。我們依據您的政策與過往對話撰寫現成解答庫：每個主題一則條目，包含顧客的典型說法、簡短回覆、較完整的版本，以及何時要將對話轉給資深同事的條件。格式方便貼到 Intercom、Zendesk、Crisp、Jivo 或共用文件。
包含內容
- 您會收到什麼結構化的解答庫（主題、顧客說法、簡短與完整回覆、轉接規則），為可直接貼到聊天工具或知識庫的文字。我們不會連接或設定您的工具。
- 顧客說法同一件事的多種問法
- 簡短與完整回覆適用於聊天對話框與郵件
- 轉接規則何時轉交、轉給誰
- 資訊一致價格、時間與條款集中一處
服務流程
- 1需求說明您貼上或附上政策與對話紀錄
- 2架構與撰寫我們逐個主題撰寫條目
- 3交付您會收到解答庫
需要您提供的資料
您的產品或服務、有關運送、付款、退款與帳號的政策、真實對話範例，以及客服使用的語氣。
我們會詢問您：
- 顧客最常向客服詢問什麼？
- 您使用哪種聊天或客服工具？
- 客服什麼情況下必須把對話轉給別人？
比較方案
付款保障
下單時付款，但只有在驗收成果後，款項才會撥付。
- 固定價格付款後，方案價格不會變動。
- 款項先行保留付款時，金額只會先保留，在您驗收後才會撥付給服務。
- 交付前檢查每份成果在交到您手上之前都會經過品質檢查，您也可以在驗收前於訂單頁面查看成果。
- 免費修改在需求說明範圍內，可依方案允許的次數提出修改。
- 3 天後自動驗收若您在交付後 3 天內未驗收也未提出修改，成果將自動驗收。若您在交付後於訂單聊天室留言，訂單會暫停自動驗收；我們回覆後，可能會重新起算 3 天，並會在聊天室中告知。
- 重新製作或全額退款若成果不符合您的需求說明且修改後仍未改善，或製作時間超過交付期限的兩倍，請在訂單聊天室留言：我們將重新製作，或全額退還款項。
常見問題
可以把這些載入聊天助理嗎？
可以，條目是單純的結構化文字，多數客服系統與助理工具都能匯入。設定工作由您負責。
答案會用什麼語氣？
用您的語氣。請貼上幾則最優秀客服寫的回覆，我們會配合他們的親切度與長度。
如何讓內容保持最新？
每則條目都有來源註記，例如出自哪項政策，讓您知道規定變更時該更新哪裡。
沒有找到您要的答案？