Section 10 :: Vending ............................................................................... 10-1
Vending Overview ............................................................................................. 10-2
Vending Backpack ....................................................................... 10-2
Replacing a Card Reader ................................................................................. 10-2
Installing a Vending Unit ................................................................................... 10-3
Removing a Vending Unit ................................................................................. 10-3
Troubleshooting ................................................................................................ 10-3
Section 11 :: Cleaning and Maintenance .................................................. 11-1
Daily Maintenance............................................................................................. 11-2
Concordia Cleaning Products...................................................... 11-2
Cleaning Timers ................................................................................................ 11-3
Preventive Maintenance ................................................................................... 11-3
Section 12 :: Concordia Procedures ........................................................ 12-1
Service Call Process ......................................................................................... 12-2
Arrival to Site ............................................................................... 12-2
Machine Repair ........................................................................... 12-2
Hold for Parts Procedures ........................................................... 12-2
Departing from Site ..................................................................... 12-2
Required Immediately for Call Closeout ...................................... 12-3
Complete Call Protocol ..................................................................................... 12-3
Machine Appearance .................................................................. 12-3
Milk System ................................................................................. 12-3
Brew Group ................................................................................. 12-3
Water Tank .................................................................................. 12-3
Water Pump................................................................................. 12-3
Steam Tank ................................................................................. 12-3
Refrigeration Unit ........................................................................ 12-4
Espresso Extraction .................................................................... 12-4
Milk Pour ...................................................................................... 12-4
Service Call Checklist ....................................................................................... 12-5
Parts Return Policy ........................................................................................... 12-6
Non-Consignment Agents ........................................................... 12-6
Consignment Agents ................................................................... 12-6
Return Material Tag ..................................................................... 12-7
Parts Replenishment Form ............................................................................... 12-8
Section 13 :: Customer Service and Training .......................................... 13-1
Training the Customer....................................................................................... 13-2
User Guide .................................................................................. 13-2
Starting and Resetting the Machine ............................................ 13-2
Filling Machine with Beans and Milk ........................................... 13-2
Pouring Drinks and Cancelling Drinks ......................................... 13-2
Restocking and Changing Flavor Boxes ..................................... 13-2
Cleaning ...................................................................................... 13-3
Serial Number ............................................................................. 13-3
Accessing Software Menu ........................................................... 13-3
Troubleshooting Tips ................................................................... 13-3
Contacting Concordia for Assistance .......................................... 13-4
Concordia Beverage Systems’ Value-Added Service ....................................... 13-5
Value-Added Service ................................................................... 13-6
G.U.E.S.T. ......................................................................................................... 13-7
Greet the Customer ..................................................................... 13-7
Understand your Customer ......................................................... 13-8
Empathize with Your Customer ................................................... 13-9
Solve the Problem ..................................................................... 13-10
Train the Customer .................................................................... 13-10
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