CHICHA SAN CHEN: Premium Tea Shop

• "CHICHA SAN CHEN" means "drink tea infinity".
• The brand is a premium tea shop from Taichung City, Taiwan, with over 20 years of tea-making experience.
• It has international locations in Canada, Dubai, Russia, Indonesia, Singapore, Malaysia, Hongkong, Australia, China, Vietnam, Taiwan, Cambodia, and the Philippines.
• The tea shop focuses on quality, consistency, and heartfelt service.
• Raw materials are sourced from Taiwan.
• The drinks are brewed to perfection using a specialized tea machine.

Lion Machine

• The Lion Machine is patented.
• It operates at high temperatures and controlled pressure.
• Operation occurs via a touch panel.
• Up to 1000 parameters can be set.
• It features a hollow design, so customers can view the brewing process.

Business Philosophy

• Professionalism involves continuous development since 1998, with attention to precision, consistency, and the importance of tea ceremony.
• Art is key, going beyond drinks to include the atmosphere and environment.
• Humanistic Quality involves heartfelt service paired with the product.
• Prioritization is Quality, then Service, then Hygiene, then Efficiency.

Greetings and Manners

• Upon entry, staff say “Ni Hao, Chicha San Chen” (after 2 seconds) then “Chicha San Chen, Ni Hao!”.
• Upon exit, staff say “Thank you, Come again!” (after 2 seconds) then “Thank you, Come again!”.
• Items are always given with two hands.

Uniform

• The uniform includes a Polo, Apron, Bow (for women), Nameplate, Black socks, and Black shoes.
• Polos must always be tucked in.
• Aprons must be removed when going out of the store.
• The first button of the polo must be closed.
• Hair must be neatly tucked.
• The only acceptable accessory is a wedding band.
• Fingernails must be clean at all times.

Drink Serving

• Drink serving depends on promotions, new launches, expiring products, and products the store wants to promote.
• When serving, the spiel is: “This is our (name of drink). Please enjoy!”.
• Gestures involve the right hand on the side and the left hand underneath.
• The serving time is 1.5 hours from the time the drink is produced.

Menu

• Staff should ask customers if it is their first time visiting or trying the drinks.
• The staff should explain the menu.
• For create your own drinks, explain tea options (light and dark), flavor options (fruit and lactose-based), and toppings (with substitutes).
• Only one flavor and one topping are allowed per drink, except for Global Favorites.
• Honey, Fruits, and Mousse cannot be hot.
• Konjac can't be hot.
• Honey drinks can’t be no sugar because the store doesn’t use fructose.
• Fresh milk with taro ball and taro paste can only be normal ice or hot.
• Fresh milk with brown sugar bubble cannot have changes in sugar level or be ice-free.
• Anything with Mousse can’t be hot.
• Wonderlands drinks should be perfect sugar and normal ice only.
• Customers can only order what the machines can make, so staff should learn to suggest appropriately.
• If the customer is interested, staff can introduce the scents of the tea leaves.
• Tea leaves (12g) in the scent jars should be changed every week and the date changed should be noted at the bottom of the jar.
• Staff shake the jar up and down before opening the lid.
• The scent lid should be opened with the right hand while holding the body of the jar with the left hand.
• Milk combination should be memorized to be able to suggest.

Ordering

• Staff should know what they are selling.
• The order is to be repeated before finalizing the payment.
• Online payments should be checked immediately for the reference number and date to make sure that the proof is valid before the drink is made
• Staff should avoid awkward moments and think of spiels.
• Staff should make sure to punch in the correct payment.

Packing Drinks

• The sticker should be on the top portion of the cup, above the English “Chicha San Chen” logo.
• Leakproof paper should be added if needed.
• The opening of the cup lid should be aligned above the cup sticker.
• The brand sticker should be stuck in the middle of the rectangle box, extending until the lid.
• If individual, a cup sleeve is added, the string is tugged, and a straw is put in.
• Staff must learn how to tie the rope on the cup sleeve.

Dispatch

• For delivery cups, staff checks:
  • for a leak-proof paper is included.
  • if the cup is sealed properly.
  • for stains and cleanliness.
• The label should be checked against the receipt for accuracy. Count the number of paper bags needed before writing the order number on the paper bag
• Staff checks if cups ordered are complete before putting them in the bag
• Staff checks the cup order number against the receipt number.
• If it's a plastic cup, check the topping against the sticker.
• The order number is called out, and the customer is asked for the receipt when the order is ready for pick up.
• Spiels:
  • For drinks with toppings: "Please stir your drink evenly before drinking!"
  • For hot drinks: "The drink is hot, please be careful when drinking!"
  • For mousse drinks: "There are 3 ways to enjoy your drink: Directly sip from the cup to enjoy the perfection of our mousse. Take a large sip to enjoy the mix of our tea and mousse. Stir the mousse and tea together to create your milk tea."