3 AP BB CommittedToCustomers 2020APR
3 AP BB CommittedToCustomers 2020APR
3 AP BB CommittedToCustomers 2020APR
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.
ACTIVITY
Watch the Starbucks Best Moment video
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Our Customer Service Commitment
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
Customer Story 2
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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?
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:
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
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…
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Passion for Service
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
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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.
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
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