A mnemonic used by Starbucks to train baristas for dealing with frustrated customers could be useful for your shop as well.
Staff dealing with frustrated customers can directly affect your business. And there is no way to escape the frustrated customer—they’re going to pop up once in a while. And when they do, how they’re handled can ultimately affect your bottom line. So, consider the Starbucks LATTE:
- Listen
- Acknowledge the problem
- Take action
- Thank them
- Explain what you’ve done.
LATTE for frustrated customers will keep them (and their friends, colleagues, and acquaintances) coming back.