“We are looking into the circumstances surrounding this customer’s experience and will take appropriate action to ensure that our stores remain welcoming places for everyone.
“We want every customer to have a positive experience, and we apologise that we did not meet that expectation in this instance," the Spokesperson added.
What can Starbucks do to prevent these situations in future?
Despite implementing company-wide training, it is obvious that there are still problems regarding the way that staff treat customers. This may suggest that the provided training is insufficient and or simply not the right solution to the problem. Therefore, HR should consider all the options.
Making training sessions on interacting with the public more regular may help eliminate poor behaviour. If this is frequently communicated then staff will be continuously reminded to consider their behaviour.
Communicating corporate polices and educating employees on the penalties of this behaviour should help staff understand what is and isn’t tolerated.
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