Section 13: Customer Service & Training 3033-013B
13-2 Concordia Xpress Technical Support Manual
2900-300B
Training the Customer
Concordia requires complete customer training at the time of installation.
Cleaning instructions must be reviewed during each service call.
Customer Training Includes:
1. Using the User Guide.
2. Starting and resetting the machine.
3. Filling machine with beans and milk.
4. Pouring drinks and canceling drinks.
5. Restocking and changing flavor boxes.
6. Complete daily cleaning using the cleaning cards.
7. Accessing the machine serial number.
8. Accessing the software menu.
9. Troubleshooting tips.
10. How to contact Concordia Beverage Systems.
User Guide
Use and refer to the User Guide and cleaning cards when training the
customer. The customer’s understanding of all information contained in
these materials is essential to their success in maintaining the machine.
Starting and Resetting the Machine
Use the User Guide to show the customer how to start and reset the
machine.
Filling Machine with Beans and Milk
Demonstrate and have customer fill the bean hoppers with espresso
beans. Explain the front hopper is typically filled with caffeinated beans
and the rear hopper with decaffeinated beans. Demonstrate how to use
the hopper stopper.
Demonstrate and have the customer place milk in the refrigeration unit.
Explain the importance of ensuring there are no kinks in the milk pick-up
tubes. Demonstrate the correct placement of the milk weight trays in the
refrigeration unit.
Pouring Drinks and Cancelling Drinks
Demonstrate and have customer make each beverage: espresso, double
espresso, latte, double latte, and cappuccino. Also explain how to cancel
a drink selection.
Restocking and Changing Flavor Boxes
Demonstrate checking the level of flavor in a flavor box and have the
customer change and connect a flavor box.
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