Starbucks employees are indifferent after accidentally splashing coffee at customers?!

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Recently, a social media post entitled "after being accidentally spilled coffee by a Starbucks clerk" has aroused the attention and discussion of netizens.

The poster said that when he was picking up food at a Starbucks store, the clerk accidentally knocked over the cup when he was about to pass the coffee to him, spilling the coffee on the customer's new white coat. After the accident, according to the customer's recollection, the clerk did not apologize except to whisper "sorry" and hand over paper towels to guests.

To the surprise of the consumer, when he showed the clerk that the coffee stain on his coat could no longer be erased, the clerk was indifferent and did not respond to it, but continued to make drinks. The customer who was left on the sidelines had to go to the store manager in the hope of finding a solution.

In response, the person in charge explained that the employee was new and had no experience in dealing with emergencies, and the shop assistant said he didn't know how to deal with it, so he went back to make coffee. As for how to solve the problem put forward by the guests, the person in charge said that they could not compensate and asked the guests to leave their coats, and they tried to deal with the stolen goods with alcohol and other cleaning, but they were rejected by the guests.

This unpleasant store experience not only made this consumer dissatisfied, but also aroused the indignation of onlookers. "apologizing + being responsible for dry cleaning + remaking drinks is basic," and "calling customer service to complain is that I have to solve it."

As the popularity of posts increases, there are many Starbucks workers in the comment area. When they learned about the guests' experience, they revealed that according to internal training, employees were not allowed to hand over drinks to customers, but usually put the prepared drinks on the table and let the guests take them away. So from the feedback of the poster, the store manager said that "the clerk is new" may not be prevarication.

But they also said that even if the fact is, as the person in charge said, in the event of a sudden incident of accidentally spilling coffee and soiling guests' clothes, in theory, the staff immediately apologized and the store was responsible for it.

However, in the event of an emergency caused by employees in a Starbucks store that focuses on user experience, the clerk turned a blind eye to what had happened, and the person in charge did not propose appropriate compensation measures from the consumer's point of view. This is really unexpected to the onlookers.

Consumers who have had similar experiences admit that putting coffee and soup on customers' clothes is mostly an inadvertent mistake of the clerk, so after such an emergency, all they want is a sincere apology from the store and employees, a responsible attitude and reasonable compensation.

Other colleagues have also pointed out that precisely because "what customers want is attitude", usually, in the event of accidents caused by employees, shop assistants and responsible persons will apologize to consumers in advance and propose compensation measures such as waiving orders and compensation for dry cleaning fees to appease each other, rather than turning a blind eye to soiled clothes or even "zero treatment".

After the incident, the poster said she had received feedback from Starbucks customer service phone and official Mini Program, hoping to get a reasonable solution, but as of press time, she said she had not received a reply from Starbucks.

Picture from: Xiao Hong Shu

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