Starbucks employees were almost beaten when they refused to give cold extraction solution?!

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Recently, a short video titled "Starbucks partner was almost beaten and not controlled" appeared on the social platform, attracting the attention of onlookers.

The person who posted the post is the Starbucks worker in the video. It can be learned from the video that the shop assistant was abused by the customer for failing to meet the customer's request for "giving cold extract solution" in the process of receiving a customer who had ordered takeout.

It is understood that the cold extraction solution required by customers is one of the main ingredients of Starbucks cold extraction coffee. As the cold extraction solution is a semi-finished raw material, it can not be sold separately according to store regulations. It must be mixed with ice and water into a cup of cold extraction coffee before it can be sold to customers.

Therefore, in the face of the request of the guest, the party explained time and again that he could not sell the cold extract according to the demand of the other party, but he did not expect to be scolded by the customer with radical words. According to the clerk, the customer "kept grinning and glaring at me like he was going to hit someone in the next second."

Although the short video did not give a complete picture of the incident, most netizens were indignant at the customer's intrusive behavior after hearing the customer's abuse of the shop assistant, and said bluntly that they were sorry for the beating workers in the video who could not return their words. Many people suggest that in addition to recording and video recording the incident, the parties should also deal with such vexatious customer disputes by way of reporting to the police, instead of blindly swallowing it.

At the same time, many workers empathize with the experience of the parties concerned. They say that although the brand allows customers to customize drinks, the company also has its own bottom line when it is actually produced, and semi-finished products such as cold extract are raw materials that cannot be sold directly. If they sell the original liquid to the guest in order to meet the guest's request, it will be regarded as an illegal operation.

From this point of view, the request made by the customer in the video is actually contrary to the store rules, and there is nothing wrong with the workers who abide by the rules and refuse the request. But in fact, in the event of such an incident, the beating workers are usually forced to bear an outpouring of scolding from the guests, and they will receive complaints such as "poor service attitude of shop assistants" afterwards.

In-service employees have no choice but to reveal that in the conflict incident, although the shop assistant scolded and did not fight back, and there was nothing wrong with the whole process, the brand will not necessarily judge who is right and who is wrong according to the incident and the surveillance video. instead, after receiving a guest complaint, they will give coupons to appease the user and calm the peace.

This simple and crude form of compensation has also become a way for some people to buy wool, so much so that some employees have revealed that they have encountered guests who have deliberately complained about getting coupons.

In this regard, in the view of onlookers, brands pay attention to consumer experience, and it is understandable to respond as soon as they receive customer feedback, but in conflicts, if the company indiscriminately distributes compensation coupons to users, it may prompt some customers to exploit loopholes in the rules, resulting in more deliberate complaints in stores.

On the other hand, this compensation rule is unfair to employees who did not make mistakes in the incident. Migrant workers said that when they received unjustified complaints from users but still had to give out coupons, they were so aggrieved that some shop assistants admitted that they were chilled by brands that could not protect their employees after many similar incidents.

Videos and pictures from: Xiao Hongshu

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