Podcast
Questions and Answers
What excites you about leading others and being a role model in a customer-facing environment?
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?
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.
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.
Tell me about a time where you engaged with a customer to learn about their experience.
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What skill have you wanted to develop or experience to improve your performance?
What skill have you wanted to develop or experience to improve your performance?
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Tell me about a time when you had a different point of view from your team.
Tell me about a time when you had a different point of view from your team.
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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.
Studying That Suits You
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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.
