Final answer:
Starbucks uses the L.A.S.T model which stands for Listen, Apologize, Solve, and Thank to make it right for customers when things go wrong. This model helps them address customer complaints effectively and build strong relationships.
Step-by-step explanation:
Starbucks uses a customer service model called the L.A.S.T model to make it right for customers when things go wrong. L.A.S.T stands for Listen, Apologize, Solve, and Thank. It is a framework that guides employees in resolving customer complaints and providing excellent service.
First, employees listen to the customer's concern to fully understand the issue. Then, they apologize for any negative experience the customer had. Next, they work to solve the problem by finding a suitable solution. Finally, they thank the customer for their feedback and for giving them the opportunity to make things right.
By using the L.A.S.T model, Starbucks aims to ensure customer satisfaction and maintain a positive reputation. This approach helps to address issues efficiently and build strong customer relationships.