Offer help
- “Would you like a suggestion?”
- “Do you like strong coffee or milky coffee?”
- “Most people start with a flat white. It is smooth, with milk.”
Café owner toolkit
Serve international students: clear English scripts.
A friendly, clear first visit is how a new customer becomes a regular. These scripts keep your Aussie warmth but slow the pace and swap puzzling shortcuts for plain words.
A five-step order script
Teach this to every staff member and use it on every customer.
- Welcome: “Hi, welcome. What can I get you?”
- Check the drink: “Would you like it hot or iced? Milk or no milk?”
- Check the size: “Small, regular or large?”
- Repeat it back: “So that is one regular flat white with oat milk. Is that right?”
- Pay and name: “That is $X. What name for the order?” … “We call your name when it is ready.”
More practice: taking a customer coffee order and barista customer service phrases.
Fast Aussie → clear English
Keep the warmth. Change only the words customers may not know.
| Fast Aussie | Clearer, still friendly |
|---|---|
| What’ll it be? | What can I get you? |
| Any milk? | Which milk would you like? |
| Takeaway? | To go, or here? |
| Name? | What name for the order? |
| That’s us. | That is all. Thank you. |
| Righto, one flatty. | One flat white. Is that right? |
| No dramas. | No problem. |
| Cheers. | Thank you. |
| See you ’round. | See you next time. |
| It’s on the house. | This one is free today. |
When a customer looks unsure
Teach-back
- “Just to check, you want a coffee with no milk. Is that right?”
- Ask them to confirm, not just nod.
- Point to the menu line while you speak.
Kind upsell
- “Would you like a muffin with that? It is fresh today.”
- Offer one item, once. Smile, then wait.
- Never push if they say no.
Names
- “Sorry, can you say that again?”
- “Can you spell that for me?”
- Write what you hear and repeat it clearly. Do not give a joke nickname.
Do and don’t
Do
- Speak a little slower, not louder.
- Use short sentences.
- Point, show and smile.
- Say thank you and the customer’s name.
- Offer a taste or a sample cup.
Don’t
- Do not finish their sentences.
- Do not say “you speak good English”.
- Do not use idioms to explain idioms.
- Do not roll your eyes if you have to repeat.
- Do not guess an allergy. Check.
Train your team
Use the staff lessons: first busy café shift, café equipment words, opening and closing and handling complaints.
These are language tips, not legal or financial advice. For food labelling, allergen rules, surcharges, signage and trading rules, check FSANZ, your local council or state food authority, and the ACCC. Rules differ by state.