Customer Complaints

Sat, 04/01/2006 - 11:08am -- s2www
Starbucks Forum: 

How seriously does Starbucks handles customer complaints?

Can an employee get fired over a one customer complaint?

How many times must an emplyee get written up before they are terminated?

Thanks

Submitted by SarahMurdoch on

Depends. Usual progression for firing is: a friendly chat (coaching), a more stern talk, verbal write up, write up, then termination. However, these all have to be the same offence, with the exception of theft.
Customer complaints would be the same progression.

Submitted by screwstarbucks.com on

Or in some cases...The employee is "friends with benefits" with the DM and nothing is said .

Submitted by s2www on

ScrewStarbucks... with all due respect, your answers are not helpful.
Obviously, you had a bad experince with Starbucks, but it's not cool to spurt out biased non answers for serious questions. Thanks

Submitted by southbux on

Unfortunately s2www people who have an in with a manager or district manager are less likely to be disciplined or terminated at Starbucks for customer complaints or anything for that matter.

Submitted by screwstarbucks.com on

[quote=s2www]ScrewStarbucks... with all due respect, your answers are not helpful.
Obviously, you had a bad experince with Starbucks, but it's not cool to spurt out biased non answers for serious questions. Thanks[/quote]

So FACTS are Non answers?

Get real! The person asked a question and I gave an example.

Oh and I don't care to be cool. Sorry.

Submitted by SarahMurdoch on

Mr. Screw,
I have been at Starbucks for awhile now and have never seen a customer complaint taken lightly.
The statement "with benifits", well if it turned out to be truth .. all parties would be fired post haste.

Submitted by DontFormAUnion on

I guess it depends. My shift got a very angry complaint from some guy who was pissed that we were in the process of brewing more coffee so it was fresh. He called our district manager screaming at her, but when my manager told her we did everything we could, then there was no fault. Other employees have gotten complaints about the things they say, or their attitudes, and have been talked to/given verbal corrective actions. Unless you do something that is unsafe, and could cause harm to the customer, it wont go as far as termination unless you repeat it.

Submitted by screwstarbucks.com on

[quote=SarahMurdoch]Mr. Screw,
I have been at Starbucks for awhile now and have never seen a customer complaint taken lightly.
The statement "with benifits", well if it turned out to be truth .. all parties would be fired post haste.[/quote]

Cograts for you.

I saw first hand that a customers complaint was swept under the rug when an Assistant ( who was in TIGHT with the DM) made a rude comment about a customer , right in front of the customers so.
SOOOOOOO.........I would guess that it happens elsewhere too.

And YES the incident was reported to HIGHER ups and still nothing was done.

Submitted by base1001 on

i recieved my 1st complaint today. i read through it and don't remember ever talking to such a person.

customer said i argued w/ how long she had been waiting in line, then argued more about a 8 grain roll and if it was called an 8 grain roll or multi roll. then said i told her she ordered a different drink when she got to the window(drive thru).????

i would never do this, however its really getting to me.

i did get a "discussion", not fired or written up. i would like to be able to relate to the complaint but i have no idea when it actually occured.

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