Staff Education For Customer Service

Your service staff is tasked with presenting your beers to customers in your taproom or brewpub, which makes each of them ad hoc members of your sales staff. They might be great bartenders or servers, but if they came to you from a restaurant or other hospitality background, they might not know much about beer, and we all know how quickly beer misinformation can spread.

Brewery owners are sometimes reluctant to invest time and money in a staff education program, fearing they’ll have to watch that investment walk out the door if an employee leaves a few months later. However, far more damaging than a trained employee who leaves is an untrained one who sticks around. You give your sales staff the information they need to get your beer into new account, and your service staff needs it to.

In this talk, Advanced Cicerone and beer educator David Nilsen will talk about the benefits of establishing a service-focused beer education program at your brewery and what does and doesn’t need to be included in the program.

David Nilsen (he/him) is a full-time beer writer and educator living near Dayton, Ohio. He’s an Advanced Cicerone© and an award-winning member of the North American Guild of Beer Writers and the British Guild of Beer Writers. He hosts the Bean to Barstool podcast, and is the author of the book Pairing Beer & Chocolate. He’s the co-founder and editor of Final Gravity, a print zine telling personal, human-centered stories from the world of beer. You can find him online at davidnilsenbeer.com and on Bluesky and Instagram as @davidnilsenbeer.

Join us in person for CBP Connects New Orleans

December 8–10, 2025

It’s never been more important to connect: https://cbpconnects.com/