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Starbucks Experience Presentation
Starbucks Experience Presentation
Starbucks Experience Presentation
Starbucks Experience Presentation
Starbucks Experience Presentation
Starbucks Experience Presentation
Starbucks Experience Presentation
Starbucks Experience Presentation
Starbucks Experience Presentation
Starbucks Experience Presentation
Starbucks Experience Presentation
Starbucks Experience Presentation
Starbucks Experience Presentation
Starbucks Experience Presentation
Starbucks Experience Presentation
Starbucks Experience Presentation
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Starbucks Experience Presentation

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Using the book "The Starbucks Experience" as model for customer service as it relates to New Student Orientation programs. We used this as part of our training.

Using the book "The Starbucks Experience" as model for customer service as it relates to New Student Orientation programs. We used this as part of our training.

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  • Many important “customer” questions are answered in the first moments of an interaction. Do the staff members care to get to know me? Do they remember me? Will they take care of my needs? Do I matter? Am I invisible?Welcoming – Offering everyone a sense of belongingGenuine – connect, discover, & respond“Customers” are not looking for best friends; they just want a positive connection and they want their needs to matter.True leaders show staff that their individual uniqueness gives them a special way to connect with others.
  • Transcript

    • 1. The Starbucks Experience 5 Principles
    • 2. 5 Principles
      Make it Your Own
      Everything Matters
      Surprise & Delight
      Embrace Resistance
      Leave Your Mark
    • 3. Make It Your Own
      “This is the true joy of life, the being used up for a purpose recognized by yourself
      as a mighty one; being a force of nature instead of a feverish, selfish little clot
      of ailments and grievances, complaining that the world will not devote itself
      to making you happy.”
      - George Bernard Shaw
    • 4. Ideas to “Sip” OnReflect & Share
      What is something Unique to you, that helps you Lead as an Orientation Leader?
    • 5. Make It Your Own:5 Ways of BE-ing!
      Be Welcoming
      Be Genuine
      Be Considerate
      Be Knowledgeable
      Be Involved
    • 6. Ideas to “Sip” OnGroup Reflection & Share
      How to the “5 Ways of Being” Relate to Your Role as an Orientation Leader?
    • 7. Everything Matters
      “Too often we underestimate the power
      of a touch, a smile, a kind word, a listening ear, and honest compliment, or the smallest act
      of caring, all of which have the potential
      to turn a life around.”
      -Leo Buscaglia
    • 8. Ideas to “Sip” OnGroup Share
      What are little details do you need to pay attention to in order to be a successful Orientation Leader?
    • 9. Ideas to “Sip” OnGroup Share
      What are our “profits” when it comes to Orientation?
    • 10. Surprise & Delight
      “I slept and dreamt that life was joy. I awoke and say that life was service. I acted and behold, service was joy.”
      -Rabindranath Tagore
    • 11. Ideas to “Sip” OnGroup Share
      What are ways that you can “Surprise & Delight” the new students?
    • 12. Embrace Resistance
      “Don’t mind criticism. If it is untrue, disregard it;if unfair, keep from irritation; if it is ignorant, smile; if it is justified, it is not criticism – learn from it.”
      -Author Unknown
    • 13. Ideas to “Sip” OnReflect & Share
      What is something that you think will challenge you as an Orientation Leader & how will you Embrace it?
    • 14. Leave Your Mark
      “How wonderful it is that nobody need wait a single moment before starting to improve the world.”
      -Anne Frank
    • 15. Ideas to “Sip” OnReflect & Share
      What kind of MARK do you want to leave on the new students?
    • 16. Ideas to “Sip” OnReflect & Share
      What kind of MARK do you want to leave at B-W?

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