Siren paying for my college I can’t afford to be honest LMFAO 🫣

If a customer is rude to me, all I know is that they’re looking to get a reaction out of me and I’m not giving them the satisfaction of showing them that. If they continue to be rude, I politely ask them to leave or risk being banned from the store permanently. You don’t need to put up with their bullshit, just be the better person

After dealing with customers for a while in different jobs, You kinda just get thicker skin, now I think you should 100% defend yourself, but keep it reasonable. A dickhead isn't worth not being able to put a job on your resume or missing a future opportunity entirely. But for the video's I've seen of customers throwing drinks at baristas, then, you can punch someone in the face, because people like that should not be walking around in society

I had this old guy yelling at me saying that I gave his mobile order to somebody else in front of him. I knew he was wrong because i read the customer’s name out before handing it out and the name was not even close to his. I asked him what he ordered and he told me. After stickers and stickers, his stickers finally came out. I walked up to him and showed him.

Here you go sir. This is your sticker. Which means your order has not been made yet. There is no need for you to yell at me and I will call your name once your order is ready. He apologized. He was prob ashamed of himself, yelling at me for nothing in front of other people. He still comes sometimes but I guess he learned his lesson because now he patiently waits and smiles and says thank you 😂

i’m on my 5th year at starbucks now. nothing bothers me anymore. usually when customers start coming at me crazy i just talk to them like there children. only kids would throw fits over something as minuscule as coffee. i even put myself in the customers line of rage now whenever they try to yell at a green bean. just this year i had 3 drinks thrown at me thankfully i’ve only had iced drinks or frappachinos thrown at me. i keep a back up change of clothes in my trunk now bc of it all 😅😂

I laughed in a customers face bc she was yelling at me and demanding that I put whipped cream on her iced white mocha… which had whipped cream on it already. Didn’t really know how else to react I just started laughing. Ever since that day if someone yelled at me about something or was rude to me I’d just try to find the humor in it (and try not to laugh in their face)

I was shift one evening when some lady came in and took the longest time to order. Literally digging around in her purse near the register for 5 minutes before approaching, then all throughout taking her order. Pretty certain she was looking for trouble so she could get free stuff, but she argued with me over nonsense. I pushed back against her every argument calmly, but I didn’t give the customer service tone.

Lady said “don’t argue with me, I’m the customer.”
I said “don’t argue with me, I’m the employee.”

I’m not even a partner anymore and I still replay that memory frequently

As a customer I say don’t allow it!

Ik no everyone has good shift leads, but my shifts and my fellow baristas will come over the headset and ask if everything is okay if the vibes are off. We are quick to shut any rudeness down

I’m definitely the momma bear of my store, as soon as I see someone being rude to a barista I am there ready to attack. Rude people do not scare me. Karen’s do not scare me. I feel so bad when baristas don’t have a voice for themselves.

You're supposed to de-escalate the situation, make the moment right or if they're being an ass for no reason you ask them to stop yelling/swearing or they can't be in the Cafe today.

It's really stupid because at my old job if someone was taking the piss I would tell them to gtfo and I don't want their business point blank. Especially if harassing my staff, do it more than once and I file a trespass notice with the police. Lol

A customer got mad at me today saying “So many noises just for you to take my order” which was because I was typing out what he wanted in the ask me section and I just came back from a 4 month LOA like bro relax 😭😭😭

Just stand there like an npc and act like they didn’t say anything. Anything not nice or yelling just act like it didn’t happen. Start filling out an incident report. Enough reports of the same customer and they will be trespassed from Starbucks. Not just your store, THE COMPANY.

I just let them ramble on and nod occasionally with a “uh huh” and “oh” then surprise them with a “Omg, that’s so awful!” They think they can hurt my feelings, but SURPRISE the only feelings I have during these interactions is sadism. 😂.

Every situation is different, but if it’s a ridiculous situation like when they’re talking about things we don’t control like the way our parking lot is built or how our DT order area isn’t protected from the rain or the prices going up, they can be resolved by letting them give their speech and then just continuing to remain silent after they’re done. (Cue awkward silence) This is the fun part where they try to figure out why they’re even telling me all this in the first place. Like, I’m waiting. What do you want me to do? Are you asking me to go rebuild the parking lot? Are you asking me to march into corporate and change the prices? After all the silence I just end it by agreeing with them. “Yeah, the prices really are high . . . okay, well, bye.”

Obviously, I don’t do that if they have a legitimate complaint. But even if they have reason to be angry I don’t let them make it personal. I guess I’ve just been working here long enough to know how to put my feelings away during customer situations. It took a lot of practice, but now I can just let someone start yelling and focus the conversation on the issue rather than the person or my feelings. I’ll admit it’s not easy the first 100 times. But once you’ve gotten a routine down it’s second nature to just lean on a set of memorized phrases to go to for every interaction. Being able to rely on auto pilot rather than having to consciously engage can really bring your adrenaline down significantly.

i give attitude back tbh lmfaooo. but not enough for a customer to complain or to get me in trouble. a little
taste of their own medicine with a hint of passive aggressiveness and class😘

I Like to play i’ll treat you how you treat me. But the longer I worked at Starbucks the less I’m allowed to do that :(

No. “I’m here to help you, but I can’t do that effectively when you’re speaking to me like that. If you can’t respectfully communicate your needs to me, I’m going to have to ask you to leave.”

Customers need to follow third place policies also. You're perfectly fine asking a customer to be respectful or you're not going to help them and they can leave. You'll be supported in this. I 100% will put myself in between any member of my team and a rude customer. You all don't get paid for that. Send them on their way.

Im new to SBUX, but I basically grew up in customer service; a disgruntled customer’s attitude has nothing to do with you. Even if you do make a mistake, reasonable people can and do give grace.
It’s probably their caffeine withdrawal symptoms doing the talking. 💚
Always end that conversation with a “have a nice day”.

I had a convo with my DM yesterday about this

The way we are supposed to deal with it is not straight to the LATTE Model, I hope y’all know.
They have to respect you and the third place policy before they deserve LATTE model to its full extent.

Example: you are being verbally harassed with yelling and swearing.

1. Do your best to stay calm

2. Tell them “Unfortunately I’m not going to be able to help you if you are going to continue to yell and swear”

3. If they calm down then you can continue, if not, welcome them to leave the store since they won’t comply with having a respectful conversation. In those scenarios I have given them my SM and DMs phone number because i know I’ve done what I could.

4. Even if they DO comply, either way you must submit a DIRF (Digital incident report form). It is one of the apps on the iPad.

Another note on DIRFs, please take a look at the different categories and look at partner hub for resources on the correct way to input info. Fun fact, if someone swears or says a slur, you shouldn’t bleep it out like this “f***” or this “F$%#”.

——

For anyone who is not familiar with LATTE model it is Listen Acknowledge/Apologize Take-action Thank and Ensure satisfaction.

I’m sure I sound like a sissy, but I want to say that ESPECIALLY for my folks being targeted by union-busting, it’s important to be educated on proper conduct to avoid stupid ways to get fired. And for anyone else at risk because of dumb managers, please use these standards against them and always record everything!!!!

happy cake day

I let my SSV stand up for me cause thats more of their job plus id make things worse.

As long as I was “matching tone” I wouldn’t get in trouble, but when I was working at the siren I was in the position where I absolutely could not risk losing my job. So… definitely got so stressed out I was in the back crying, from time to time.

One weirdly empowering thing to me when i worked at bux (154xxxx - quit two weeks ago) is that it will always be your word against theirs unless there's a manager. I told every single green bean I worked with that telling people when they're being rude is NOT rude. Stand up for yourself - so long as you don't call them names, feel secure in knowing there isn't much bux can do about it. And if they fire you over it? Literally everywhere is hiring right now. I put in my two weeks without another job lined up the second my SM told me they weren't going to accommodate call offs with turning off mobiles/going drive thru only. Please unionize - no matter how kind and how close friends you think you are with your SM - they WILL fuck you over to keep their job easy. You are important. Make sure you're standing up for yourself.


\*grammar edit

I’ve never said anything to a customer but I remember one when i almost lost it on an Uber Eats driver who was being rude while our dt line was wrapped around

[removed]

i really fucking lost it on an uber driver once……. yelled at him from behind the counter until he left …. haven’t seen him back since tho and nobody really cared that i was rude to him 🫶🏻
edit: grammar

If they get rude and/or start yelling, I tell them I’m not helping them anymore and they need to leave

My voice just gets higher and higher the angrier I get and I get all passive aggressive 😂

I had a customer once order after 5 other people. Went right in front of all of them and goes “where’s my drink!!??” I was like “sir, there is 5 people ahead of you waiting for drinks. We will call it out when it’s ready” he then just stood at the bar staring and glaring at the baristas. So fun.

I find it works well to match their aggression about the situation. Your drink was made with 2% instead of soy??!!! That’s outrageous I would be so upset as well!! Lemme fix that for you right now, we have already wasted so much of your time! It’s truly unacceptable!

That shuts them up quick because they are just stunned and don’t know what to say other that uhhh thanks. Hahahaha.

It doesn't bother me much. Usually makes me angry, but I make do by saying something passive aggressive in the kindest tone possible so I can't get in trouble but I can still get them back. At the end of the day, they're just some random person who doesn't know me. Why should the judgememt of some asshole stranger bother me? They're never the type of person I'd be friends with anyway.

As a Customer, i wish it would be more common and less frowned up to stand up against Asshole Customers. Fuck their Attitude, if you have an Issue with the Store, go get ur Shit somewhere else 🤔

Coming soon on this Reddit: “368xxxxx Promoted to customer…”