General Guidelines in Communication

Professionalism and Constructiveness

• Employees are expected to maintain professionalism in all interactions with other employees, ensuring respectful and constructive feedback that focuses on the issue, not the individual.
• Ranting, complaining, or approaching issues in a negative light that disparages the company or other employees is not allowed, whether in face-to-face conversations or online.
• Take notes on recurring problems and their severity to discuss these issues in a structured manner with supervisors or colleagues, aiming for robust solutions.

Privacy and Discretion

• Avoid publicizing other employees’ mistakes in the presence of other uninvolved employees or customers, or in online communication channels.
• If an error is observed, address it privately with the other party or bring it to the attention of your colleagues discreetly.

Chain of Command

• All employees must respect the established lines of communication and the chain of command when discussing operations, directing questions or concerns to the immediate supervisor or the responsible person in the chain of command.
• This applies both ways, meaning observed issues are to be addressed through the correct individual in the organization, and not escalated to a higher authority unless there is a lapse in communication.

Guidelines in Online Communication

Channel Usage and Purpose

• Employees must understand the usage and purpose of each online communication channel, discerning when to use direct messages, phone calls, or public channels.
• Do not use online communication channels if the issue is urgent and important. Use facility phones, if available, or call using your personal device to the appropriate supervisor.
• This includes not spamming a single channel and using threads where applicable to prevent clutter and ensure clarity.

Announcements

• Supervisors are required to post announcements regarding important operational changes in designated areas or channels. 
• Employees are required to read and acknowledge these announcements either before or immediately upon clocking in for their next shift.

Cell Phone Policy

• Using personal cell phones while clocked in and without permission from the immediate supervisor is prohibited.
• Facility phones should be used for work-related calls to contact supervisors or other departments.
• Personal cell phone use should be limited to breaks and emergencies, and only with prior permission if used during work hours.

Facility Contact Information

This information will also be stored in the employee directory, currently found here:

• The Main Customer Phone Line will be the only number available to the public. No other numbers will be used other than for internal communications.
• The Main Customer Phone Line is hosted by an auto attendant, meaning it requires customers to select options to be redirected to a certain location.
• Once they have selected a location, they have four options:
  • 0 – It will tell them store hours.
  • 1 – It will tell them to go to the website to view product availability.
  • 2 – It will tell them the store address.
  • 3 – It will redirect the call to the location phone line.
• The dial options are intentionally designed to be slightly inconvenient to customers to deter inquiries regarding hours, products, or address from reaching the main phone line, which can cause operational inefficiencies.
• Any calls placed outside of store hours will be answered with a message clarifying store hours and a request to visit our website for any other inquiries. It will then proceed to hang up the call.
• Supervisors and other facilities are all already on speed dial for each phone system at each location.
   

Answering the Phone

1. Greeting and Introduction

• Start with a Friendly Tone: Answer each call with a warm and welcoming tone to create a positive first impression.
• Identify the Bakery: Clearly state the name of the bakery immediately after greeting the caller to confirm they've reached the right place.
• Introduce Yourself: Provide your name to personalize the interaction and build rapport with the customer.
• Example: “Thank you for calling Proof Bread in Downtown Mesa! This is Jon, how can help you today?”

2. Active Listening and Inquiry

• Listen Carefully: Allow the customer to fully explain their reason for calling without interruption, showing attentiveness and respect for their needs.
• Clarify and Confirm: If necessary, ask clarifying questions to ensure you fully understand the customer's request or concern.
• Example: "I understand you'd like to place a large order for pickup on Wednesday. However, we are currently only taking custom scheduled orders of a total above $200 on our website’s catering portal. Would you like me to assist you in finding the link to that site?”

3. Providing Information or Assistance

• Be Knowledgeable: Ensure familiarity with the bakery's products, services, prices, and policies to provide accurate and helpful information.
• Solution-Oriented Responses: Offer solutions, suggestions, or alternatives if the exact request cannot be met. Always focus on how you can assist the customer.
• Example: “Unfortunately, none of our products are completely free of gluten. However, all of our products are gluten friendly. The fermentation process in our starter breaks down the gluten content in the flour, but traces of it remain.”

4. Escalating Concerns

• Order Accuracy: When handling inquiries regarding online orders, repeat the details back to the customer to confirm accuracy, including items, quantities, pick-up or delivery times, and any special requests.
• Escalation Protocol: Know when and how to escalate calls to a manager or a more experienced colleague for complex issues or complaints, ensuring the customer feels heard and valued.
• Example for Answering a Concern: “So, just to confirm, you placed an order for two Country Sourdough for pickup this Saturday at 2 PM at the Downtown Mesa location, correct?”
• Example for Escalating Concerns: “I understand your concern regarding this order, and I apologize for any inconvenience it may have caused. Let me connect you with our manager, Ian, who can assist you further with this issue.”

5. Closing the Call

• Express Gratitude: Thank the customer for calling, regardless of the call's nature, to leave a lasting positive impression.
• Offer Further Assistance: Before ending the call, ask if there's anything else you can help with, showing eagerness to provide comprehensive support.
• Farewell: Close the call with a courteous farewell.
• Example: “Thank you for calling Proof Bread! Was there anything else I can assist you with today? No? Alright, thank you for choosing us, and we look forward to your visit on Saturday!”