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Post by David Wyld on Nov 22, 2013 23:14:16 GMT -6
Students, Please view and comment on this link of the day - yes, for your education, but also for the points, of course! Watch the video below: TITLE - How Starbucks Trains Customers to BehaveThen, post a comment in reply to this discussion thread. Again, what to post? Here are some ideas: + What did you take away from the video? + How does the video relate in some way to your past experience (work, as a consumer, family, school, etc.)? + How might you use these ideas in your own career? Good luck! David
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Post by phenry on Dec 7, 2013 12:43:09 GMT -6
How Starbucks Trains Customers to Behave
After watching this video, I unfortunately did not take away anything new or interesting from it. Maybe I am different, but I never use the "Starbucks terminology" if I order coffee from them. I do understand the concept she was describing on making it easier for the customer to order more efficiently and how Starbucks benefits from this, but I do not think I would consider it training your customers to behave. I think it is just customers conforming to a style or trend (I did agree with her point that people do not like to be corrected in public).
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Post by bgoree13 on Dec 8, 2013 19:46:26 GMT -6
How Starbucks Trains Customers to Behave
I took a lot of new interesting information from this video. I understand the concept she was describing on making it easier for the customer to order more efficiently and how Starbucks benefits from this. I think it is just customers conforming to a style or trend.
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Post by sunnigrabert on Dec 8, 2013 23:04:04 GMT -6
How Starbucks Trains Customers to Behave For some reason I resent the idea of a company training me! Ignorance is bliss I guess. I think that if a company achieves this following of trained customers, they have definitely succeeded. I know many people who don't support them for many reasons but the same goes for Walmart or any other industry giant. After thinking about this video I realize that even companies who don't outright have a special system like Starbucks try to train their clients to work their way. I know its difficult in my field for customers to cooperate with us, even though we are just trying to get them the medical supplies they need. So we try to get them on the phone and communicate with them as politely as possible. It is definitely not a task we have perfected though.
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Post by abramt110 on Dec 10, 2013 7:21:06 GMT -6
I know many people who don't support them for many reasons but the same goes for Walmart or any other industry giant. I took a lot of new interesting information from this video. I understand the concept she was describing on making it easier for the customer to order more efficiently and how Starbucks benefits from this. I think it is just customers conforming to a style or trend. I think that if a company achieves this following of trained customers, they have definitely succeeded.
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Post by tscott88 on Dec 10, 2013 23:18:32 GMT -6
Customers are sometimes right not always right. I never noticed it before at Starbucks. We as customers are trained I guess we are when we go to the grocery store. We don't skip everybody in line. We wait in the long lines like everybody else. We are trained in a way most of us learned how to check ourselves out so we don't have to wait for anyone.
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Post by rjmonico on Feb 3, 2014 19:59:14 GMT -6
I would definitely share this video with friends and colleagues. Thank you Professor! I feel that in the hospitality industry you have to position yourself such that you want customers to feel comfortable and relaxed. When it comes to the a coffee or restaurant environment you have to scope down your menu in order for customers to be served efficiently and with minimal delays. Working as a restaurant manager was very stressful but it really made me learn the importance of how to treat customers and how they want to be treated.
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Post by pellirf22 on Feb 4, 2014 1:38:12 GMT -6
TITLE- How Starbucks Trains Customers to Behave
I really like this video and will show it to colleagues. I think this applies to many different businesses and can be an effective strategy when dealing with customer service. Anyone who has worked in customer service for a significant period can understand that many issues come from the gap between customer knowledge and employee knowledge of the service. Bridging that gap by creating a standard, then training customers to embrace that standard can drastically improve both efficiency and effectiveness.
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Post by bmcgarry13 on Feb 22, 2014 23:31:09 GMT -6
Nobody likes to be corrected! While it might be good at speeding up line times, I would argue that it effectively alienates new customers. I like starbucks and its products, but disagree with the service model. It proves hard to argue this service model since it has yielded positive results, but I feel as if it promotes an exclusive club vibe. Who wants to be corrected at six in the morning from some barista elitist? Continuing and loyal customers will eventually learn proper product names, given they like the products enough. Despite coffee rushes being a reason for this, I still think it undermines customer intellect. Furthermore, with existing customer retention being already established isn't it more important to make places comfortable for new customers?
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Post by halearnold on Feb 23, 2014 19:27:05 GMT -6
People in general don't like to be corrected in public. This is so very true. I remember how difficult ordering was when Starbucks first entered the scene and it took practice, but I am now one of those faithful "appropriate vocabulary" users for ordering --> Venti Upside Down Caramel Macchiato extra shot extra hot extra sweet. So they have me trained. But it isn't any different than covered smothered chunked is it? Starbucks isn't the first to the scene with this but I can see how to HBS it is more their taste or caliber, where as Waffle House may not have been on their radar for the "special language" and ordering process. It's shouted across the restaurant and confirmed... you just end up knowing the language. I am curious if that was what Waffle House was doing too.
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Post by nataliedodds on Feb 24, 2014 14:34:46 GMT -6
I found this video to be very informative! I worked in the service industry for years, and had to bite my tongue many times so I didn't upset the customer. Customers expect employees to be able to answer all their questions. Training customers to communicate and understand with employees will eliminate a lot of problems.
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Post by brittanycompton on Feb 24, 2014 15:54:34 GMT -6
This video is definitely correct you can't control who the customer or what they do. Being able to manage them is a new approach to business for sure. Motivating them choosing them and the job designed to train them is key according to the video. Starbucks used a way of ordering their products in order to increase the speed of sales. This seems to work with the way you experience Starbucks when you order. I always got to Starbucks and I do remember when ordering they corrected me on how to say it, I definitely wasn't embarrassed but there way of how i needed to order was faster and more accurate. In my line of work I don't really think that I could use this but maybe for a future job I can keep this in mind.
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Post by kelseywatson on Feb 24, 2014 17:03:04 GMT -6
I liked this video because they talk about ways to deal with customers. Customers can be right or wrong. I always deal with rude customers on a daily basis at my job. The managers in charge don't treat them just like employees, so they get treated by managers as just regular people shopping in the store. I can see the value of the recommendation to treat the customers the same as employees. It can be beneficial to a company and its customers.
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Post by wwerner on Feb 26, 2014 8:17:41 GMT -6
I would not like to be "controlled" by a person that I am buying a good from. They are there to make my day easier and prepare what I order. Its not the customers job to make there day easier by becoming "trained". But I'm bias, I don't like Starbucks.
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Post by jessicaratelle on Feb 26, 2014 15:37:09 GMT -6
I think it is a great business to "train" your customers. If your customers have no idea what is expected of them, everything will be bizarre. Your product or service will be so inconsistent and in turn, you will end up with unhappy customers. Starbucks does a great job of business in every aspect, but they really do a great job in training their customers. It is almost like when you walk into Starbucks, everyone speaks a different language. But, this is a language that is understood by many and enables the staff to move very effectively and efficiently.
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