Operations Overview (For Staff)

As a staff member, you play a crucial role in the stamp card experience. Learn how to quickly scan QR codes, add stamps, and process reward redemptions to delight customers.

Your Role

What You'll Do

At checkout:

• Ask customers if they're collecting stamps
• Scan customer QR codes
• Add stamps to their cards
• Confirm successful addition

For reward redemptions:

• Scan reward QR codes
• Verify reward details
• Give physical rewards to customers
• Confirm redemption in the system

Customer service:

• Explain stamp card programs
• Answer questions about progress
• Help with technical issues
• Resolve simple disputes

How Stamp Cards Work

Customer Journey

1. Customer makes purchase — Buys qualifying product or service
2. Shows QR code — Opens stamp card and displays code
3. You scan code — Use your device to scan
4. Stamp is added — System processes instantly
5. Customer sees update — Progress updates on their screen

The entire process takes less than 5 seconds.

When Customers Earn Stamps

Qualifying purchases:

• Meet minimum purchase amount (if required)
• Within daily stamp limits (if applicable)
• During active program period
• At your club location

System checks automatically: You'll see eligibility status when you scan. If a customer doesn't qualify, the system explains why.

Your Tools

Staff Portal Access

To access stamp card features:

1. Log into the staff portal
2. Navigate to Stamps in the sidebar
3. Choose your action:
   • Add Stamps — Manual entry form
   • View History — Customer transaction lookup

Mobile Device

For QR scanning:

• Tablet or smartphone with camera
• Staff portal open in browser
• Good lighting for scanning
• Steady hand for quick scans

Best practices:

• Keep device charged
• Clean camera lens regularly
• Adjust screen brightness
• Have backup manual process ready

Quick Reference

Adding Stamps (QR Scan)

1. Customer shows QR code
2. Scan with your device
3. Verify customer and card
4. Click "Add Stamp"
5. Confirm success

Time: 3-5 seconds

Adding Stamps (Manual)

1. Ask for customer identifier
2. Search in members list
3. Find customer's stamp card
4. Click "Add Stamp"
5. Enter details and save

Time: 30-60 seconds

Processing Rewards

1. Customer shows reward QR code
2. Scan code
3. See reward details
4. Give physical reward
5. Confirm in system

Time: 15-30 seconds

Common Scenarios

Scenario 1: Regular Customer

Customer: "I'd like to collect a stamp, please."

You:

1. Complete the sale
2. Ask customer to show their QR code
3. Scan the code
4. Say: "Great! You now have 8 of 10 stamps. Just 2 more!"
5. Thank them and complete transaction

Scenario 2: New Customer

Customer: "What's this stamp card program?"

You:

1. Explain: "Collect 10 stamps and get a free large coffee!"
2. Say: "You get one stamp with each coffee purchase."
3. Add: "I can add your first stamp right now if you'd like."
4. Scan their QR code
5. Confirm: "You're all set! You have 1 stamp now."

Scenario 3: Completed Card

Customer: "I think I just completed my card!"

You:

1. Scan their QR code
2. System shows completion
3. Say: "Congratulations! Your reward is ready!"
4. If points: "1,000 points have been added to your account."
5. If physical: "Come back anytime to claim your free coffee!"

Scenario 4: Reward Redemption

Customer: "I'm here to claim my free coffee!"

You:

1. Ask: "Great! Can you show me your reward QR code?"
2. Scan the code
3. Confirm reward details on screen
4. Prepare the free coffee
5. Give to customer
6. Click "Confirm Reward Claimed"
7. Say: "Enjoy! Your card has reset so you can start collecting again."

What to Expect

Busy Times

During rush hours:

• QR scanning is fastest
• Have device ready
• Keep process smooth
• Minimize conversation

Tips:

• Scan while preparing order
• Confirm verbally ("Got it!")
• Move to next customer quickly

Technical Issues

If QR code won't scan:

1. Try again with better lighting
2. Ask customer to increase brightness
3. Use manual entry as backup
4. Apologize for delay

If system is slow:

1. Complete the sale first
2. Add stamp when system responds
3. Assure customer it will be added
4. Follow up if needed

Customer Questions

Common questions you'll hear:

• "How many stamps do I have?"
• "How many more do I need?"
• "What's my reward?"
• "Can I use this at other locations?"
• "Why didn't I get a stamp?"

Be prepared to:

• Check their progress
• Explain requirements
• Describe rewards
• Clarify eligibility

Best Practices

Always ask: Make it a habit to ask every customer if they're collecting stamps.

Be enthusiastic: Celebrate progress and completions with customers.

Stay informed: Know which stamp card programs are currently active.

Handle errors gracefully: If something goes wrong, apologize and fix it quickly.

Communicate clearly: Explain what's happening and what customers should expect.

Training Checklist

Before working independently with stamp cards, ensure you can:

• Log into the staff portal
• Access the stamp card features
• Scan customer QR codes successfully
• Add stamps manually if needed
• Verify customer eligibility
• Process reward redemptions
• Handle common errors
• Answer basic customer questions
• Know who to ask for help

Getting Help

For technical issues:

• Contact your manager
• Check troubleshooting guide
• Report system problems

For customer disputes:

• Listen to the customer
• Check transaction history
• Escalate to manager if needed
• Document resolution

For training questions:

• Ask experienced colleagues
• Review this documentation
• Request additional training

Next Steps

• Scanning QR Codes — Master the scanning process
• Manual Stamp Entry — Learn backup methods
• Processing Rewards — Handle redemptions