2/5 Sunday P. 1 year ago on Google • 1 review
Dear
Starbucks
Lausanne
Managers,
I
am
writing
to
share
my
recent
experience
at
your
coffee
shop
located
in
front
of
the
Lausanne
train
station.
I
visited
your
shop
yesterday
(Wednesday
12th
of
May
2023)
between
7
pm
and
8
pm
and
unfortunately,
experienced
two
single
points
of
failure
from
two
of
your
employees.
1. First
single
point
of
failure:
I
was
interested
in
trying
your
app
to
order
and
pick
up
my
drink
without
having
to
wait
in
the
physical
queue.
When
I
approached
the
Asian
waitress
who
serves
the
ready-made
drinks
for
assistance,
she
seemed
annoyed
but
still
tried
to
help
me
with
my
questions.
However,
after
her
initial
assistance,
I
had
further
questions
but
didn't
dare
to
approach
her
again
as
her
body
language
suggested
that
she
wanted
to
be
left
alone.
This
resulted
in
me
not
being
able
to
use
the
app
and
joining
the
physical
queue
instead.
I
wasn’t
satisfied
with
the
customer
service
but
decided
that
she
was
probably
having
a
long
day
behind
that
counter
and
that
at
that
time
of
the
day,
she
probably
had
little
energy
left
for
customer
requests.
2. Second
single
point
of
failure:
While
waiting
in
the
physical
queue,
I
observed
the
young
waiter
with
bangs
and
glasses
providing
good
customer
service
to
the
lady
in
front
of
me.
When
it
was
my
turn
to
order
and
the
turn
of
subsequent
customers,
his
demeanor
changed
and
he
was
cold.
This
inconsistency
in
customer
service
made
me
feel
uncomfortable
and
dissatisfied
with
the
level
of
customer
service
provided.
I
decided
to
observe
him
for
a
little
while
before
judging
him.
I
noticed
that
he
had
a
very
friendly
attitude
towards
some
customers
and
a
distant
attitude
towards
others.
It
came
across
as
random
and
chaotic
customer
service.
As
I
was
leaving
Starbucks,
I
approached
the
young
waiter
and
shared
my
observation
of
his
inconsistent
customer
service.
I
expressed
my
concern
that
he
should
not
be
in
charge
of
customer
service
due
to
the
lack
of
positive
customer
service
consistency.
In
response,
he
adopted
an
entitled
demeanor
and
explained
his
behavior
by
saying
things
such
as:
“Look…
I
am
tired…”
,
“Oh…
so
YOU
took
it
personally
(as
to
say
that
my
problem
stemmed
from
my
perception
of
the
events,)”
or
“but
what
does
it
matter
to
you
how
I
treat
other
customers...?”.
When
I
told
him
that
I
was
going
to
write
a
review
regardless
of
his
reasoning,
he
became
even
more
patronizing
and
domineering,
shouting
that
I
needed
to
wait
before
leaving
the
store.
I
acknowledge
that
it
isn't
agreeable
to
hear
that
one
shouldn't
be
in
charge
of
customer
service
due
to
observed
inconsistent
behavior.
These
two
incidents
within
less
than
an
hour
represent
single
points
of
failures
that
ultimately
compounded
and
created
a
negative
customer
experience.
The
poor
customer
service
provided
by
the
Asian
waitress
and
the
inconsistent
customer
service
provided
by
the
young
waiter
make
them
single
points
of
failures
that
should
be
addressed.
I
believe
that
the
problem
is
not
entirely
the
fault
of
these
two
employees.
Instead,
I
think
they
need
the
right
incentives
(from
management)
to
behave
in
more
positive
ways.
Wishing
you
all
the
best
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