starbucks experience presentation
DESCRIPTION
Using the book "The Starbucks Experience" as model for customer service as it relates to New Student Orientation programs. We used this as part of our training.TRANSCRIPT
The Starbucks Experience
5 Principles
5 Principles1. Make it Your Own
2. Everything Matters3. Surprise & Delight
4. Embrace Resistance5. Leave Your Mark
Make It Your Own
“This is the true joy of life, the being used up
for a purpose recognized by yourself as a mighty one; being a force of
nature instead of a feverish, selfish little clot
of ailments and grievances, complaining
that the world will not devote itself to making you happy.”- George Bernard Shaw
Ideas to “Sip” OnReflect & Share
What is something Unique to you, that helps you Lead as
an Orientation Leader?
Make It Your Own:5 Ways of BE-ing!
• Be Welcoming• Be Genuine
• Be Considerate• Be Knowledgeable
• Be Involved
Ideas to “Sip” OnGroup Reflection & Share
How to the “5 Ways of Being” Relate to Your Role as an
Orientation Leader?
Everything Matters
“Too often we underestimate the power of a touch, a smile, a kind word, a
listening ear, and honest compliment, or the smallest act
of caring, all of which have the potential to turn a life around.”
-Leo Buscaglia
Ideas to “Sip” OnGroup Share
What are little details do you need to pay attention to in
order to be a successful Orientation Leader?
Ideas to “Sip” OnGroup Share
What are our “profits” when it comes to Orientation?
Surprise & Delight
“I slept and dreamt that life was joy. I awoke and say that life was service.
I acted and behold, service was joy.”-Rabindranath Tagore
Ideas to “Sip” OnGroup Share
What are ways that you can “Surprise & Delight”
the new students?
Embrace Resistance
“Don’t mind criticism. If it is untrue, disregard it;
if unfair, keep from irritation; if it is ignorant, smile;
if it is justified, it is not criticism – learn from it.”
-Author Unknown
Ideas to “Sip” OnReflect & Share
What is something that you think will challenge you as an
Orientation Leader & how will you Embrace it?
Leave Your Mark
“How wonderful it is that nobody need wait
a single moment before starting to improve the world.”
-Anne Frank
Ideas to “Sip” OnReflect & Share
What kind of MARK do you want to leave on the new
students?
Ideas to “Sip” OnReflect & Share
What kind of MARK do you want to leave at B-W?