Service Flashcards
(7 cards)
Can the what what why method be used for praise?
Yes it is used in the same way as for corrective feedback.
If you see an action by an employee that you want repeated, what is the best method to make that happen.
Publicly or in private recognize the action.
What what why of giving criticism
What has been observed
What is needed next time
Why it is important
It is important to prevent the mistake in the future
What is the LATTE method for dealing with customer complaints?
Listen Acknowledge Take care of the problem Thank them Explain what happened
Connect, discover, and respond method for taking orders
Starbucks’ way: connect, discover, respond
June 1, 2007 3:00am
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Ever been served by someone who couldn’t care less? Sure you have.
To avoid that sin in your own operation, use a Starbucks customer service technique called “connect, discover and respond.”
Connect. Legendary service has always been based on exceeding expectations. Lydia Moore of Oakland, Calif., met her future husband at a Starbucks. As their wedding plans progressed, the coffeehouse staff celebrated with them, putting up the couple’s photo on the shop’s bulletin board and making them feel like celebrities. Shortly after their marriage, Lydia’s husband developed cancer and died a year later. The Starbucks staff even attended the funeral.
Discover. Top customer service professionals find out what customers really need by showing interest.
Respond. Many organizations connect with clients and find out what they need. Not all of them actually respond. Betty Doria of Middle Island, N.Y., was traveling with her husband when they stumbled upon a Starbucks. A sign advertised coffee with malt. “Real malt!” Betty said, just like when she was a kid. But when she tasted her coffee, it wasn’t that great. Instead of blowing off a customer, the manager made another drink to her satisfaction.
When is what what why most effective?
Immediately after a mistake
And before an opportunity to do better
How do you apply the what what why theory?
What I have observed is …… The fact….. Keep personal thought out of it.
Example: what I OBSERVED IS You were 10 minutes late for the meeting.
2nd part
What I need from you is…….
What I need from you is to be on time.
3rd part
Why
Example:
The reason Is we have a lot of information to cover in a short amount of time and we need to respect other people’s time that everyone has agreed to.
https://m.youtube.com/watch?v=NtXyCqBn70g
