TRAINING ON CONSUMER SERVICE STANDARDS FOR UMKM SERAYAT COFFEE AND EATERY CAFÉ IN JOHAR BARU DISTRICT, CENTRAL JAKARTA

Abstract

The Micro, Small, and Medium Enterprises (MSMEs) sector in Indonesia, particularly in the café industry, has experienced significant growth in recent years. New cafés are emerging in various regions, offering a range of concepts and appealing menus to attract customers. One of the most fundamental challenges faced by these cafés is consumer service, which directly impacts customer satisfaction. Research indicates that good service quality can enhance customer loyalty and drive sales growth. The objective of the Consumer Service Training for Serayat Coffee and Eatery Cafe is to improve service and customer satisfaction among 9 participants from various departments, including Kitchen, Pastry, Bar, Cashier, and Services, all of which directly interact with café customers. This program is divided into an initial observation of the employees' service skills, an explanation of consumer service material based on the STEG Model, and a practical role-play session focused on consumer service. As a result, the trained employees were very enthusiastic and recognized the need to enhance their skills in providing better and more efficient consumer service. The training received a rating of 4.50 out of 5, and the consumer service level reached 81.1%.