Starbucks is conducting three-hour training sessions for employees to support CEO Brian Niccol's vision of revitalizing the customer experience in stores. This training emphasizes enhanced customer service and the ability to de-escalate conflicts with customers, particularly in response to the company's new policy limiting access to seating and facilities. Employees are instructed on handling situations where regular customers resist making purchases, highlighting the importance of empathy and understanding in these interactions. This approach aims to create more inviting spaces for paying customers while simultaneously managing expectations for non-paying guests.
Starbucks is implementing training to enhance customer service and conflict de-escalation as part of CEO Brian Niccol's new 'back to Starbucks' vision.
The three-hour training focuses on new workflows, reversing the open-door policy, and advising staff on handling customers who resist this change.
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