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Post by bleblanc on May 8, 2014 13:29:15 GMT -6
I think that training your customers to conform to your language is a genius idea! Not only does it expedite the ordering process, it helps customers to feel like they are a part of the company. When you walk into a Starbucks and know what you are ordering you automatically feel like you belong there. I think this is one of the reasons that Starbucks has enjoyed so much success over the last few years. They bring their customers into their world and the culture of their business. I think that this is a major plus to their plan that was just meant to expedite ordering times.
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Post by kierras91 on May 9, 2014 17:50:53 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 Shondrea Lovette on May 10, 2014 21:51:15 GMT -6
I am a firm believer in great customer service, it is my passion. Yes I did understand her concept on making the order system customer friendly. I remember walking into a Star Bucks all I wanted was an iced coffee. The girl behind the counter started asking me a billion questions and talking in lingo that I did not understand.
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Post by jprend on May 11, 2014 16:35:51 GMT -6
This is an interesting video, it shows how Starbucks's trains us the customers to become accustom to their way and style. They have a unique way of ordering and it trains the customer to have a better flow and improve its service offering. By the customer using their own lingo it slowed down production and had less sales. We now know how to order the Starbuck's way and it is better for everyone. I could see how people would not like this and think a customer should not be trained to order in a retail store.
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Post by spencer ragas on May 12, 2014 14:52:53 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 jodiemalley on May 12, 2014 15:58:27 GMT -6
Not sure I like this video and it could be that I refuse to go to Starbucks or any other coffee cafe. I drink coffee but I make it myself with milk and sugar. I don't pay $5.00 for a whatever they serve. And I don't think that training customers is the right thing to do. However, as customers we order things from every place we eat, shop, etc. in the way that company wants us to. Fast food chains, for example, Number 1.
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Post by shennellw on May 13, 2014 9:29:12 GMT -6
I don't know how to feel about this video. I mean, its great to have awesome customer service but sometimes it can be overwhelming. I guess every company has to cater to their particular target market and Starbucks found a market that enjoys what they have to offer.
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Post by wdeben on May 13, 2014 12:43:50 GMT -6
It's like teaching your customers to accept change at their favorite places. But creating a crafting an entire image means coming up with a new vocabulary and way of doing something that makes you stand out.
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Post by jgilhaus on May 13, 2014 13:53:32 GMT -6
As a Starbucks lover, I was immediately drawn to the title of this video. I think many people take offense when people use the word "train." Maybe it makes them think they are being compared to a dog or other animal. Life is full of mind games, whether we realize it or not (or whether we want to realize it or not). I think it's really amazing how the Starbucks lingo has become so mainstream. When I first started college, I worked at a PJ's Coffee in Covington. Many times customers would come in and use Starbuck's lingo and I had no idea what they were talking about. After I learned a little bit, I was surprised at how much faster the customer could be served; there were less questions for me to ask (and fewer unhappy customers). Overall, I think it makes Starbuck's more efficient in providing their product to their customers.
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Post by patiencedaigle on May 13, 2014 15:15:21 GMT -6
I am on the fence with this one. I like the idea of making your customers aware of the customs and operations so that business flows smoothly. I also think it can be overwhelming when customers walk into a controlling atmosphere.
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