Our Mission

Our Mission

Our Mission
BARISTA BASICS – BE COMMITTED TO CUSTOMERS
As Starbucks partners, we inspire and nurture the human spirit – one
person, one cup and one neighborhood at a time. You are in a
position to create a positive connection and uplift each person you
interact with. This is what it means to bring Our Mission and Values
to life!
The most important ingredient of the Starbucks Experience is the
way you connect with your customers and with other partners. It
comes together when we combine our high-quality products, a clean
and welcoming atmosphere, and efficient ways of working with each
other.

The Starbucks Experience

Since our beginning in 1971, the Starbucks Experience has always
been, and will always be, about human connection.
The human connection does not just happen on its own, and every
partner plays an active role in creating the Starbucks Experience for
our customers and one another.
The Starbucks Experience is creating an inviting, enriching
environment in our stores that is comfortable and accessible;
customers come for coffee, stay for the inviting warmth and return for
the very human connection. Customers may not always remember
what you said, but they will remember how you made them feel!
The Starbucks Experience comes to life through creating inspiring
and uplifting connections; these are best moments.

ACTIVITY
Watch the Starbucks Best Moment video
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Our Customer Service Commitment

What We Have Promised

Our Customer Service Commitment

BARISTA BASICS – BE COMMITTED TO CUSTOMERS
One of the reasons you were selected to work at Starbucks is because we believe you can connect
with customers and make every customer feel special. This is one of the ways we create the
Starbucks Experience — it is the most important thing you will do every day!
We believe a shared moment of genuine connection over coffee is a simple act that can uplift
someone’s day. We strive to get this moment right for every customer, every time, by following Our
Customer Service Commitment . It is the model for how we treat each and every customer.
Here is what it looks like…

Smile and make eye Offer a friendly, genuine Learn customers’ Say thank you Make every moment
contact greeting names and orders right
A genuine smile can Say “hi” and welcome Create a genuine Always be the first to Our customers
create a feeling of warmth everyone into your store. connection by learning thank a customer – try understand that
and belonging where Do not let tasks get in the your customers’ names. not to let them say it first! sometimes things happen
everyone feels welcome. way of offering a friendly And do not say it only and we make mistakes.
Write their names on
A smile can even turn a greeting. cups/bags and use their when we hand out their But they also expect us to
bad day into a good one! name when calling out order. We want make it right for them
their order. Ask for help customers to know they when this happens.
spelling their name if are valued, so we thank Make every moment right
needed. them for their business means you are
and we thank them empowered to do just
often. that!
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Customer Stories

Customer Story 1

Our Customer Service Commitment

BARISTA BASICS – BE COMMITTED TO CUSTOMERS
Betty, Juanita, Astor and Christa are seriously the best! They know
my name, know my car and know my order. They're AWESOME! As
the store grows and they add more baristas, I definitely notice the
newbies trying to learn my name and order, and I appreciate it so
much. I'm certain it is their contagious smiles and enthusiasm that
has made the rest of the store just as equally awesome in the
customer service department.
Seriously, I’m just a freelance writer who works from home and some
days that gang is the only human interaction I have and I genuinely
appreciate each one of them.
— Ericka

Customer Story 2

My friend and I stopped by Starbucks to try something new after

hearing about the different Frappuccino flavors. While we searched
the menu for the options, the barista just stood at the register with a
rather blank look on her face.
When we asked her about the different flavors of Frappuccino and
made reference to the special ones advertised, she very snidely
responded "there are a lot of them.” Well unfortunately, since they
were not posted anywhere, we did not know that. When I asked her if
she could share some of those flavors with us, seeming annoyed,
she quickly listed them off.
— Amy

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Making Every Customer Feel Special by Responding to Customer Needs

Think about your experiences as a customer. Do you always want the same service experience every time you visit a retailer or restaurant?

Making Every Customer Feel Special

BARISTA BASICS – BE COMMITTED TO CUSTOMERS
Our customers have different needs at different times. A customer in the morning may want a fast and friendly experience so she can get to work
on time. A customer on the weekend may want to chat before getting back to his homework.
Creating the Starbucks Experience for each customer, identifying what each customer wants and then responding in an appropriate way is
important so you can make every moment right.

Jennifer I visit the store on my way to work and I like that I Discuss with your trainer:
can get my breakfast and coffee without risking • How would you adapt your service to
being late for work. No matter how long the line meet Jennifer’s needs?
is, I always get my triple grande no-foam latte
• What visual cues might tell you that a
and breakfast sandwich in less than 6 minutes. I
customer wants fast, friendly service?
also like that everyone remembers me and is
friendly. Sometimes they get my order started • How would you get to know a customer
when they see me coming. like Jennifer?

Marni I meet with my book club at this store every other Discuss with your trainer:
Saturday. We love getting the table by the • How would you adapt your service to
window and sometimes we spend hours here. meet Marni’s needs?
Everyone is so friendly and I love that you always
• What visual cues might tell you that a
have something new to try.
customer wants to engage in polite
I know all of the baristas and they know me. conversation?
They often ask about the books we are reading.
• How would you get to know a customer
They take a genuine interest in us and it makes
like Marni?
me feel welcome.

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Making Every Customer Feel Special by Responding to Customer Needs

Kenji When I lived in Tokyo, I frequently went to Discuss with your trainer:

Making Every Customer Feel Special

BARISTA BASICS – BE COMMITTED TO CUSTOMERS
Starbucks. There was one in the same block as • How would you adapt your service to
my office. But I just moved to the U.S. and while meet Kenji’s needs?
most of your drinks are the same, you offer
• What visual cues might tell you that a
different food here. I’ve tried many things but still
customer might want some help deciding
haven’t found a favorite food at your store. Also,
what to order?
my English is getting better, but there are some
words I don’t know. • How would you get to know a customer
like Kenji?

Oliver I consider myself a coffee expert. I love to try all Discuss with your trainer:
the latest varietals and blends that Starbucks has • How would you adapt your service to
to offer. I expect that the baristas will be meet Oliver’s needs?
knowledgeable about the coffees they serve and
• What visual cues might tell you that a
hope they can teach me something I did not
customer might want some help deciding
know. I have many different brewing methods at
what to order?
home, but my favorite right now is the coffee
press. I’m usually not in a rush to get through the • How would you get to know a customer
line and often will order my coffee in a for here like Oliver?
mug. It just tastes better to me that way.

ACTIVITY

Ask your store manger to share some customer comments customers provided to your store. Discuss how your store manager recognize partners
that did a great job and improve the situation where there are opportunities.

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Passion for Service

What is Passion for Service?

BARISTA BASICS – BE COMMITTED TO CUSTOMERS

Passion for Service
Passion for service is a craft that is continuously refined through the practice of

• Awareness – the concern about and interest in a particular situation

• Empathy – an emotional connection.
• Action – See it, Own it, Do it

And, it comes alive through your efforts. How do these service components help us achieve our Service Commitment
and deliver the Starbucks Experience? Let’s explore each of the service-philosophy traits by reviewing each of these
service components. Here is what it looks like…

1 Awareness 2 Empathy 3 Action

You will use awareness Awareness and

The ability to understand
as part of your passion empathy are
and share the feelings of
for service — by caring meaningless if you do
another through an
to notice. You will notice not take action in
emotional connection
customers, partners service of others.
Your ability to empathize
and the environment in
will show up differently for
your store.
each customer based on
their needs.

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Passion for Service

Customer Scenario #1 Customer Scenario #2

BARISTA BASICS – BE COMMITTED TO CUSTOMERS

Passion for Service
A customer wearing a drenched raincoat and carrying some Minh, the POS partner, is helping a line of customers. The
shopping bags walks into the store. Jane, customer support, customer with the shopping bags approaches. When he
greets the customer. She sees his face and understands that asks about any recommendations, Minh takes a moment
he must be overwhelmed – but instead of focusing on that, she to learn about the customer’s day and any favourite
greets him with a personal welcome: “I’m so glad you made it beverages before making recommendation. The customer
inside from that rain” A hot cup of coffee will warm you right up. feels genuine interest from Minh’s questions, and he feels
Are your bags dry?” Then, Jane walks with the customer to the confident that Minh’s help has led him to the right coffee
coffee bar, and he feels at ease in the new space. experience.

Look Deeper Look Deeper

Jane executes her passion for service by basing her Action Minh, Aware that the customer has had a busy day,
and Empathy from her Awareness of the customer’s body accesses his Empathy. By learning about the customer,
language. The nervous eyes and the raincoat are both clues Minh can relate to the customer as a person and guide
into how the customer feels. However, it’s Jane’s choice to him appropriately. By Acting on that connection, Minh
focus on the customer’s raincoat and shopping bags that was able to create a personable experience in a short
develops a genuine, personal connection. amount of time.
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Passion for Service
Scenario #1 Scenario #2

BARISTA BASICS – BE COMMITTED TO CUSTOMERS

Passion for Service Scenarios
A customer is standing You are walking through
by the siphon and taking the cafe and your hands
photos of another are full with a bussing tub
customer and barista of dirty dishes. You see a
experience at the seated customer who has
Reserve bar. You walk finished his coffee and
by. looks up at you like he has
a question.

What should you do next? What should you do next?

A. Find a barista who is available to help the customer and A. You put the bin of dirty dishes on a clean, empty table
ask them to immediately assist. and stop at the customer’s table and ask the customer if
everything is OK.
B. Connect with the customer by asking questions about
the customer’s interest in siphon. On learning the B. You make eye contact and smile and ask if he enjoyed
customer has never seen a siphon, share a story about his coffee. On learning he would like to order another
your first siphon experience. Ask what questions the one but is worried about losing his seat, you let him
customer has about siphon brewing. know you will be right back to take his order.

C. Connect with the customer and offer to take a picture of C. You smile and say “I’m sorry my hands are
full. Someone will be right with you to help you.” You
the customer with the siphon.
walk to the back of the house, ask another partner to
D. Bring the customer a beverage menu and connect by assist with the customer and finish your task with the
asking if you can start them an order of a coffee brewed dirty tub of dishes.
on the siphon. D. You walk by the table without looking at him and take 5/8
the dirty dishes to the back of house. You plan to
prioritize going back to her table when you are done.

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Passion for Service
Scenario #3 Scenario #4

BARISTA BASICS – BE COMMITTED TO CUSTOMERS

Passion for Service Scenarios
There are only a few There is a customer
customers in the store standing in the café area
and your tasks are looking at the beverage
complete. You see a menu board. You are
customer with a suitcase completing a cycle task in
sitting at a table with a the café. What can you
cup of coffee and do?
breakfast pastry.

What should you do next? What should you do next?

A. Nothing. Let the customer eat in peace. He doesn’t A. Nothing. Let the customer figure out what to order on
appear to need anything and there is no action for you their own. The menu is pretty self-explanatory and they
to follow up on. just need some time.
B. Wait until the customer has finished his breakfast item B. Wait until the customer joins the queue and then check
to engage. Then bring a towel to the table, clear his the order support or the POS partner offer assistance.
used dishes and clean the table. Thank the customer
for his visit and ask if he enjoyed his beverage. C. Invite the customer over to sample the featured
Frappuccino the team has just made samples of.
C. Stop by the table and connect by asking questions
about whether he is traveling (having seen the suitcase) D. Make eye contact and ask the customer what
and connect with the customer to learn more about his assistance is needed. Make a joke about how many
visit in the store, in order to make sure he has beverages we have available. Guide the customer
everything he needs. through their order selection and direct them towards
the POS.
D. Stop by the table and connect. Ask how his coffee and 5/8
breakfast item are. Then, offer to bring him a glass of
water to enjoy with his coffee and breakfast item.

© 2018 Starbucks Coffee Company. All rights reserved. For internal use only
Making It Right When Things Go Wrong

Sometimes, things do not go as planned – and the result can be an unhappy customer. Some of the
reasons that customers may experience a problem include:

LATTE MODEL
BARISTA BASICS – BE COMMITTED TO CUSTOMERS
• They did not get the right drink or food (or they did not get it the way they wanted it)
• They felt like they had to wait too long
• We did not have a product they wanted
• Their drink was never made
When problems happen, it does not matter who is at fault – your job is to make things right. ACTIVITY
Talking with customers who are upset or not happy with their visit can be intimidating. That is why we Ask your trainer how and when to
have a simple model to help guide these conversations and make it easier for you to make it right every provide customers with a recovery
time. It is called the LATTE model. coupon.

The LATTE model

LISTEN APOLOGIZE TAKE ACTION THANK ENSURE SATISFACTION

Listen without Apologize and show Take action quickly and Thank the customer for Ensure satisfaction by
interrupting. Let the empathy. Never make tell the customer what giving us the opportunity asking the customer if your
customer fully express excuses or place blame. you plan to do. to make it right. solution made it right for
his/her feelings. them.

Example scenario

Customer: Barista: Barista: Barista: Barista:

“My drink does not taste “I am so sorry about that! “I would be happy to “Thank you for letting us “How does this one taste?
right. I ordered a Vanilla I know it is frustrating to make you another drink know there was a Thanks for letting me know
Latte and I do not taste not get what you or add vanilla to the drink problem so we can make about it. Again, sorry for the
any vanilla!” wanted.” you have.” it right for you.” mistake.”

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