Peter Ubel, author of Critical Decisions, has an interesting post over at Forbes that asks that question. He mentions the training baristas get in customer service:
As described in Charles Duhigg’s The Power of Habit, Starbucks employees undergo rigorous training in how to recognize and respond to customer needs. They learn about what the company calls the” Latte Method” of responding to unpleasant situations (and really, would you have them call it anything else?). The Latte Method involves:
“We Listen to the customer, Acknowledge their complaint, Take action by solving the problem, Thank them, and then Explain why the problem occurred.”
Read more: http://feedproxy.google.com/~r/bakadesuyo/~3/A4U3SHIU1yg/#ixzz2BSxCXHtQ
