the service level of Starbucks is obvious to all. When ordering, waiters often exchange pleasantries with me, and sometimes even make small jokes. The reason behind this must be high-quality staff training, which is interpreted professionally below.

according to Starbucks terminology, customer relationship is called "customer intimacy", and the purpose of service is "to make customers who enter the store feel the experience of' upgrade' every time".

what kind of service process can create an "upgraded" customer experience?

Let's give an example: Xiao Li, a new employee, is a young man with only a high school diploma. He has become a counter attendant at Starbucks.

Starbucks specially spends time training Xiao Li on how to smile, make eye contact and listen, and can recognize frequent customers and establish personal relationships at the first time. Only a more personal relationship can make customers feel their own particularity, thus achieving the feeling of "upgrading".

Starbucks requires that when facing customers, Xiao Li ask some special questions that need specific answers, instead of ordinary "yes" or "no" questions, such as "I see you are looking at the price list. What kind of drinks do you like to drink?" Why does Starbucks have this requirement? Xiao slightly thinks that there are skills here!

If Xiao Li asks a simple question, such as "Do you like coffee?" If the other party says "OK", Xiao Li, who is unsociable, may not be able to answer it, and then there will be no more ... On the contrary, "I see you are looking at the price list. What kind of drinks do you like?" This kind of question will encourage customers to talk more, not only quickly understand the needs of customers, but also make Xiao Li, who is not good at words, easily establish a good personal relationship with customers without saying anything.

Xiao Bian believes that under normal circumstances, the one who confides usually feels better than the one who listens, which is why we often prefer to confide rather than listen.

what can we do to make the new employee Xiao Li do the service well and quickly?

relying on strict training mechanism and streamlined services.

employee training is the most important thing, and it is necessary to control most employee turnover within the first three months of employee training. As soon as Starbucks started, it trained its new employee Xiao Li very strictly, and Xiao Li would work very hard in the first three months. Starbucks just wants to eliminate the incompetent employees at the earliest stage.

In this way, Xiao Li who has passed the training period will be more adapted to Starbucks, usually staying in the company for several years, and the turnover rate of regular employees will be reduced.

process design: Starbucks standardized the process of serving customers into seven steps. For example, after Miss Dong placed the order, Schultz asked Xiao Li, the shop assistant, to repeat the order loudly in specific terms. "Small cups, ice and mocha, right?" Why did Starbucks ask Xiao Li to repeat it loudly?

Xiao Bian thinks that this will serve multiple purposes! First, it can reduce the error rate and prevent Xiao Li from inadvertently listening to the wrong words; Secondly, it can be heard by Zhang San, a new customer who doesn't come to Starbucks often in the back line, and learn the common terms of Starbucks by the way, which actually speeds up the average customer's order.

In addition, when Miss Dong, an old customer, comes up, she just says "small cup, ice, mocha".