OLIVAREZ COLLEGE TAGAYTAY

E. Aguinaldo Highway, Brgy. San Jose, Tagaytay City

GROUP ACTIVITY

st
1 SEMESTER S.Y. 2023-2024

THC3 – QUALITY SERVICE MANAGEMENT

BSTM 211

DATE: September 11, 2023

GROUP MEMBERS:

Gutierrez, Marila Andrea

Sumayop, Marjorie

Pabroquez, Riuben Azenith

Barasi, Kier

Olbes, Harvy
 E-Kopi

Sip sustainably, feel heavenly. Simply the best sip!

E-Kopi, supports sustainability in every sip! The "E" in our name stands for eco-friendly, and

"Kopi" is another term for 'coffee' used by Filipinos. Our shop promotes eco-friendly practices,

including the use of paper cups and straws to reduce plastic waste. E-Kopi not only supports

sustainability and eco-friendliness, we also aim to support and promote local farmers by making them

our primary suppliers for our shop needs starting from coffee beans, baking necessities, fruits, and

interior design. At E-Kopi, we serve a wide range of coffee and espresso-based beverages, such as

lattes, cappuccinos, and americanos. We also cater to those who may not be coffee lovers with our

selection of teas, hot/cold chocolate, milk tea, and specialty drinks.

No cup of coffee is complete without something to side it. Don't worry, E-Kopi’s got you! E-Kopi

Pastries are mostly Filipino pastries, pastries mostly seen in Filipino bakeries, pastries in fusion with

western influence, and pick-a snacks. We aim to bring nostalgic feelings of childhood to our

customers in a fresh, breezy, calm setting. Not only does E-Kopi have an indoor café tambayan, we

also have Alfresco dining! Get in touch with a bit of nature, drink your favorite E-Kopi brew while

looking at the picturesque Taal view.

We, E-Kopi partners, also aim to provide entertainment for customers for the best quality

experience. Listen, sing, and jam at E-Kopi. Jamming sessions are open for all starting from 6 pm

every day!
 Not only does E-Kopi care about external customers, we also care for our internal customers.

E-Kopi aims to open job opportunities. Training in kitchen handling will be done as well as screening

for amateur musicians for E-Kopi Jamming nights. E-Kopi's objective is to provide service not only to

our external customers but to our internal customers as well.

Last but certainly not least, we provide free Wi-Fi, creating a comfortable space for our

customers to work, study, or simply relax. We at E-Kopi strive to be a sustainable, eco-friendly coffee

shop, going above and beyond to achieve this goal. Come and enjoy the eco-friendly atmosphere and

delightful offerings at E-Kopi!

E-Kopi’s Individual Customer Service Standard

E-Kopi Remembers

● E-Kopi partners aim to get to know regulars. We value our regular customers because they are

our greatest ambassadors in the community. We love to know our customers' names and we

write it on their E-Kopi paper cups.

● We take our time to get to know our regular ‘ka-tambays’, their drink of choice, where they

prefer to be seated, because we want them to feel appreciated and remembered. Our aim is to

provide continuously improving personalized service for our loyal ka E-Kopi's.

E-Kopi’s Unique Menu

● E-Kopi provides a unique and diverse menu. E-Kopi offers a variety of signature drinks,

specialty brews, as well as limited-time seasonal flavors. Customers now have the opportunity

to try something intriguing and unique.

● E-Kopi has alternative milk options and dietary preferences: It also caters to a variety of dietary

choices by providing alternatives to cow's milk, such as oat, soy, or almond. To appeal to a

larger range of clients, E-Kopi also offers vegan and gluten-free pastry options.

Customization and Flexibility

● Allowing customers to customize their coffee orders is a powerful way to make them feel

heard and valued. Personalizing coffee in terms of espresso strength, milk options, and sugar
 level, E-Kopi has trained baristas to ask about client preferences so they can modify the coffee

strength, milk alternatives, and sugar level, or whether to serve it with or without pearls and

sweeteners accordingly. With this level of personalization, each cup of coffee is made to the

customer's preferences.

E-Kopi cup options

● E-Kopi offers a range of sizes from small to large. Customers' ability to select the size of their

cup offers another level of customization.

● Customers get to decide if they want their coffee or drinks on a go to environmentally friendly

paper cups and straws, or E-Kopi’s locally made mugs to reduce waste. This provides

customers with wider options regarding how they want the product that they're purchasing.

Eco-friendly coffee cups promote sustainability, which is E-Kopi’s main goal, to reduce plastic

waste and raise awareness.

Exclusive Loyalty Rewards

● Implementing a loyalty program with personalized rewards can incentivize customers to

choose their E-Kopi exclusive loyalty rewards. We give regular customers E-Kopi “Tarjeta” or a

loyalty card where they can earn stamps or points in every drink or pastry purchase. E-Kopi
 entices customers with incentives such as free drinks and upgrades in drink size upon

reaching a certain objective..

● Regular Loyal customers are invited every month for E-Kopi’s exclusive new pastry and drink

tasting alongside live entertainment.

Personalized Latte Art

● E-Kopi provides personalized latte art that adds a special touch to the overall E-Kopi

experience. Customized Latte Design on E-Kopi coffee cups, where customers choose to print

their name, a picture, or a preferred latte art. E-Kopi aims to give a one-of-a-kind experience

and. Personalized latte art gives customers a really satisfying E-Kopi experience

E-Kopi values feedback!

● We aim to create a welcoming environment where our customers feel comfortable sharing

their insights and opinions. We train our staff to get the customers’ feedback, suggestions, and

take the time to listen and implement changes based on customers' customer input. We
 prioritize excellent customer service by training our staff to actively seek and consider

customer input, and making continuous improvements.

===============================END OF ACTIVITY===========================