A few minutes later a cup full of blended coffee was placed on the counter seriously lacking the most important ingredient: whip cream! I politely asked for whip cream to which her response was, "We don't have any." Then, without any further discussion, she walked away from me and started helping the next person in line. I was appalled. Not only did I pay full price for a drink that was incomplete, but she didn't make me aware before making my beverage that it would be missing!
Typically, I don't complain about service issues. I find people see complaining as combative and I really didn't feel like arguing. So I smiled and made my way out to the parking lot to go to my car. Surely this frap would still be refreshing even without the whip cream and I would be okay. That is when I took a sip...and gagged! I have no idea what she used to make that drink but it was certainly NOT my mocha frap and it was REALLY disgusting. I felt the anger rising up in me. I paid nearly $5 for something that was completely undrinkable!
I sat in the car for a second debating upon whether I should go in and complain or wait until I got home to call in a complaint. Because of my anger, I simply could not wait for a resolution nor did I want to go inside and face the employee who clearly was not understanding what good customer service was. So I looked up Starbucks Customer Service line and gave them a call. They credited my account, apologized for the issue and assured me the problem would be documented. Then, I regrettably threw away my frap.
I don't know what it is, but it seems like I run into a lot of people in the customer service industry who simply don't understand the true building blocks of customer service. I know this young lady does not best represent Starbuck's L-A-T-T-E (Listen, Acknowledge, Take Action, Thank, and Encourage Customer to Return) method nor does she represent those in the industry in general. However, I'm really getting frustrated by the lack of quality professionals geared towards providing a service. Grrr.
So, tell me YOUR story! When have you encountered a lack of quality customer service?