Starbucks Leadership Interview Prep

Questions and Answers

What excites you about leading others and being a role model in a customer-facing environment?

I want partners to feel comfortable talking with me about anything, and in turn be their biggest supporter. I love helping others and teaching them what I have learned through my time at Starbucks.

Can you walk me through an example of where you've initiated a connection with a customer?

I cheered for a regular named Maria, who is a nurse, and once helped her partner surprise her with her favorite drink.

Describe a time when you coached a team member to provide the expected service standards.

I informed newer partners to welcome customers immediately as part of the Starbucks experience.

Tell me about a time where you engaged with a customer to learn about their experience.

I addressed an upset customer, helped to correct a billing error, and offered a recovery card. Signup and view all the answers

What skill have you wanted to develop or experience to improve your performance?

I wanted to build more leadership qualities and responsibilities, such as organizing the store. Signup and view all the answers

Tell me about a time when you had a different point of view from your team.

Details not provided, but the focus was on sharing different perspectives with others. Signup and view all the answers

Study Notes

Leadership and Role Modeling

Passion for supporting partners and fostering a comfortable environment for open communication.
Experience at Starbucks drives a desire to help others succeed.
Belief in the importance of generosity and responsibility in a role model position.

Customer Connection Example

Regular customer Maria receives a customized drink, demonstrating personalized service.
Recognition of her contributions as a nurse during the Pandemic cultivates a special bond.
Surprise gesture: Prepared Maria's favorite drink for her partner, illustrating attentiveness to customer preferences.

Coaching for Service Excellence

New partners were not engaging with customers; the need for improvement was identified.
Provided feedback emphasizing the importance of welcoming customers immediately.
Excellence in customer service defined by going above and beyond, such as offering small treats or personalized notes.
Celebrated a regular customer, Tim, by creating a special experience for his birthday.

Handling Customer Concerns

Proactively intervened with an upset customer, shifting focus to understanding her issue.
Identified and corrected a pricing error while reinforcing good service standards.
Offered a recovery card and future service compensation to diffuse the situation.
Followed up with a new barista to provide training on the correct pricing procedure.

Skill Development

Intent on enhancing leadership skills and increasing responsibilities as a shift supervisor.
Identified effective organization and proactive initiative as key attributes.
Created a structured system for organizing supplies in the back of the house, improving efficiency.
Appointed as the designated barista trainer, demonstrating trust in leadership abilities.

Perspective and Team Dynamics

Navigation of differing viewpoints within a team context.
Approach included open dialogue to share unique insights and gather diverse opinions.
Engaged in discussions to foster a collaborative environment and respect varying perspectives.

Description

Prepare for your interview with these flashcards focusing on leadership in a customer-facing environment at Starbucks. These cards will help you articulate your excitement for leading others and being a supportive role model. Use them to reflect on your experiences and aspirations in a retail setting.