Training | Starbucks in shocking service FAIL despite L&D

Global coffee chain Starbucks has long touted its ‘extensive’ learning and development programmes, which it stated provides, ‘essential skills and knowledge required to [take a] barista role at Starbucks Coffee Company’.

The L&D schemes have been placed at the ‘heart’ of the brand’s success, which is largely centred around improving customer experience. However, after a recent event in which a Starbucks barista attempted to throw out a homeless customer, despite the fact that the customer had purchased food, the company’s training has been the subject of much media speculation.

The altercation, which took place in a branch in Southend, Essex, was started when a young employee asked a homeless man to leave the premises, despite the fact that he was eating a meal bought for him by another patron.

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Despite the chain promising to "treat customers with respect and dignity,” footage of the event recorded by another customer has sparked public outrage as the barista can be heard loudly arguing with other patrons attempting to defend the homeless man.