Customer Service Experience at Degani Bakery and Cafe

 


DEGANI CAFE

Degani Bakery and Cafe is an Australian owned franchise that is popular for its all-day breakfast and quality roast coffee. On one of my visits to Degani for their coffee, I observed their customer service skills and promotional ideas. 

Awareness about the product


The staff at Degani Cafe are confident and proud about the quality of their coffees. Inorder to sell more, the staff has identified the target audience (senior citizens). Along with the coffee, they prefer a sweet/savoury item. The staff has made up deals wherein the customer can get more with less price

Example - Buy one coffee and one muffin/scone for AUD 6.






Although there are two more cafes in the vicinity of Degani, people prefer to come to Degani to try their products. This cafe maximises the use of its name brand. Additionally, the cafe has put up breakfast menu along with the images, which helps attract the customers. 

Customer Loyalty

Since the cafe is located in a shopping centre, the cafe provides 10% discount to all the employees working in the cafe. This has helped them develop a loyal customer following. 
Additionally, Degani provides loyalty card to its customers, wherein after buying 9 coffes, the 10th coffee is for free (no matter which size). 



The Cafe staff are aware that after the morning rush, it gets quieter. In order to make profits during this time, the staff has set up special deals. 



The staff at Degani Cafe ensures that every item on the menu is tailored as per the location. The franchise provides a great flexibility to the owners, wherein experienced chefs can create their own unique dishes. This helps attract more customers. This gives the cafe the opportunity to maximise its profits and compete with other cafes in the vicinity. 

During the peak hours, the customers have to wait in a queue. In order to help better their experience and avoid wait time, the franchise has developed a mobile application - in which the customers can pre-order their beverages. In this way, when the customer arrives at the cafe, their drinks are ready to go!



New Products



The Cafe had a new product come in. Oat Milk!!! 
Since it was a promotion, there was no extra charge for this milk. 

The Cafe tries to come up with new products as per the season. Since it is nearly Christmas, they have come up with multiple Holiday-related beverages:
  • Gingerbread Latte / Hot Chocolate.
  • Butterscotch Frappes.
  • Salted Caramel Frappes.
  • Lemon Lime Bitter Frappes.
Customers are definitely flocking in to try these new beverages, in the spirit of the season!!!

Chic-Style Dining Experience


Degani Cafe is an affordable option for families to dine out. The chic style interior designing helps attract the customers as well as make them feel comfortable. The added excellent customer service of the staff helps the customers to have a relaxed meal. These factors will definitely help the cafe in creating a loyal customer following. 

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