Training
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LATTE Model
Guide to Connecting with Customers
Listen:
Ensure the customer feels heard as they voice their concern.
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Apologize:
Allow the customer to feel included as you work to make the moment right.
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Take Action:
Make sure the customer feels supported with the steps you take.
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Thank:
Show the customer you appreciate them for bringing their concern to our attention.
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Ensure Satisfaction:
Encourage the customer to return, giving us another chance to delight them.
APRON Model
Guide for engaging with our fellow partners in a way that builds trust and facilitates teamwork
Assume the Best:
Recognize one another and assume the best in each other when issues arise.
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Participate in Conversations:
Share your point of view and actively listen to ensure each partner's point of view is heard.
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Reach Out:
Offer help to others and request support from your leaders if you need to work through an issue.
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Own It:
Accept responsibility and show appreciation to partners for working with you to resolve issues.
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Next Steps:
Be specific about how you will work together during your next shift to create the Starbucks Experience for customers and partners.