Commit To Customers

Question 1

Resting moments with our team and customers should make us feel..

Answer 1

Valued
Acknowledged
Like we matter

Question 2

You can create best moments by …

Answer 2

Personalizing the moment
Actively listening
Responding with empathy

Question 3

Make it personal by…

Answer 3

Smiling 
Friendly greeting
Learn customers names and orders
Assume the best in others
Say thank you

Question 4

Starbucks reward benefits include…

Answer 4

Birthday Reward
Pay with the app
Oder ahead
Free in store refills
Bonus Stars
Double Star days
Multi tier redemption

Question 5

Latte Model

Answer 5

L = Listen
A = Apologize
T = Take Action
T = Thank You
E = Ensure Satisfaction

Question 6

When to use LATTE

Answer 6

Use LATTE when a customer who has experienced a problem with any part of their Starbucks Experience