I would just review the latte model, make sure that’s down & that would be their go-to if a customer is upset. And then bring up body language (looking at watch, etc) how to address that. Conversation starters, and so on.

We have been doing cafe sampling. Find a fun drink and food pairing and then wander around the lobby with it seeing if people want to try it and talking to them.

If you have someone on your staff is great at cc, then you can always ask that barista if it is cool that your barista watch them!

I always feel like I’d rather be certain that my green beans have the best example I can give them…. Even if it isn’t me. (You would think I would have no problem dotting a flat white—but it is literally the thing I can’t seem to predictably do!)

Take the time to connect with the barista get a hold of their interests. Point out some local current events that could be easy to talk to customers about. My current one is the local fair. But this can work with other things online. Point out you don’t want anything political or possibly triggering for customers. But things like a new movie or something is always a great start. The key to connecting is an easy start. Compliments are always good for a fast connection to make them feel seen and welcomed. Never give a complement you don’t believe to be true, however you can always embellish a little. Say you like someone’s hair cut on them or their shirt, shoes etc. the trick is to say “looks great ON YOU!” To the customers even if it isn’t your style.

Show them how to address your customers based on what your stores usual customer base is. For example we have a store in our district that is nearly 70 percent tourists, so asking where they are from and how they like it so far is good. Another store is right off the freeway so very easy to ask where they are heading and if they want a water for the road?

Kids are also easy to connect with as they will either ramble on and on or are very shy and you can ramble. However just simply treating the kid as an adult and asking them if they want whip instead of asking the parents is enough to get those kids smiling, ask them if they celebrate Halloween and if they do what do they want to dress up as? Favorite Halloween candy? Do they prefer chocolates or the fruity candy?
Tho you could ask that to adult customers too

Ha ha. Our store overscheduled during this period of time for trainers and trainees so we didn't really even get to do customer connections when I trained my trainee. I tried again at a less busy time with less people around and we ended up having a very, very quiet Cafe 🙃.

I did practice scenarios from real events i had with customers from memory and had them practice on making the moment right, the latte model and we discussed experiences where they made the moment right at other jobs or when working in a team environment.. whatever was relevant and practiced some more.