To understand what drew me to Starbucks, you have to understand my back-story. I grew up one of eight kids. I was considered what you'd call the peacemaker. If ever there was an argument or fight between any of my siblings, I would hear them out and try to find a solution. I've always tried to "make the moment right" for as long as I can remember. I learned at an early age that relationships are the most important thing when it comes to Customer Service. If you build the relationship with your customers, listen to what they need and do your best to do that, you have the essentials of outstanding customer service. Listening is paramount. Even when the customer is angry or rude. Especially when the customer is angry or rude. When dealing with negative feedback, we use what is called the "C.A.R.P effect. "
You acknowledge the customer's complaints and validate their feelings. Truly listen and empathize with them. Refocus the conversation away from the customer's emotions and discuss how you are going to fix the situation. Finally, problem solve and find a solution that will make the customer happy. Follow up and ensure that the solution was satisfactory. Starbucks takes this one step further with their L.A.T.T.E model:
For the most part, I've always preferred to listen, rather than talk. I was home-schooled until I was 16 years old, so I was rather shy. Because of this, listening became one of my greatest strengths. It was in those first years of college that I learned the desire to make others feel welcome and like they belonged. I went out of my way to make other people know they could talk to me, that I would listen and do my best to help in any way I could. Fast forward about 10 years, and here I am! I am a people-pleaser. Always have been, always will be. Because of this, I am always striving to make sure the customer leaves happy and that my staff is happy. When you equip yourself to deal with even the most negative complaints, and ensure that they leave happy, it's the best feeling in the world. If I can do one thing to make your experience better, I will try my best to do it. Starbucks has taught me that if truly do your best, listen to your customers and make them feel valued, you will have loyal customers. Starbucks isn't just about the brand, but about creating that safe space where everyone is welcome, Working for Starbucks was my own little way of reaching out to those people who need a friend, someone to listen to, and a friendly familiar face. The coffee is just an added bonus. As a customer, what do you value most from customer service? What keeps you coming back? Comment below and let know what you think! References: G. Ciotti. (2016, June 5). How to talk to your angriest customers [Web log comment]. Retrieved from https://www.helpscout.net/blog/customer-service-tips/ E Dostal. (2012, July 31). “Latte” your customers [Web log comment]. Retrieved from http://www.dmnews.com/dmnotes/latte-your-customers/article/252729/ Categories
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AuthorBorn and raised in California, Anna Maich is a music nerd, coffee snob, customer service enthusiast and striving to become a leader in her field. ArchivesCategories |