Q Why do you want to work at Starbucks?
I have a lot of great experience in Starbucks as a customer and even partner.
Q What kind of excellent service did you provide?
I provided the customer service which was considerate of customers.
For example, (when I found customers who looked the shelf of beans and tea bag, I went there and listened to their taste and I suggested the item to meet their taste. ) And when wheelchair users or the person who push a stroller came and looked for a seat, I found a seat for them because it’s hard to look for a seat for them. And when I saw the customers who put some medicines on the table, I gave some water, something like that. Anyway, I love making customers happy, so I tried being aware of every customer’s needs and met the needs.
Q What kind of experience did you have in Starbucks as a customer?
There is one story that made me want to work at Starbucks
I went to a Starbucks after basketball game, I was so disappointed with myself because I couldn’t play well. When I ordered a drink, a partner said tome “good luck with basketball”with a her big smile while drawing basketball logo in my cup.. Probably she knew from my outfit. After that I got smile and I could think let’s keep up tomorrow again. I still remember the great experience.
At that time, I decided to become a partner of Starbucks and I make customer feel happy like her not only by coffee but also by conversation and my smile.
Q When you have different opinions from other partners, what would you do?
First, I would listen their opinions. and then I keep in mind not to deny their opinions and while accepting their opinions, I told my opinion too.
Q If partner do wrong things, what are you going to do?
First I well ask the reason why they did like that and then if it’s not make sense, I will tell it isn’t correct. But sometimes there is a situation where we can’t follow the manual. For example, in Japan, from last year paper straw has been used and in manual we have to give paper straw. But some people who have physically challenged can’t use paper straw so sometimes we shouldn’t follow the manual. So it’s depend on the situation that’s why most important things is asking the reason of action.
Q How would you handle an upset customer?/How you deal with customer complaint?
At first, I would apologize politely then listen to the customer. And even it’s not our fault, I let them explain the reason why they were upset and then I listen until they feel better. After I understand the reason why they are so upset, I apologize again and find how to figure out the problem while following Starbucks manual. if I feel I can’t handle the problem by my self, I call the manager or SSV(sift supervisor). After that I have to tell to partners to prevent same mistake.
Q To achieve a goal as a team, what will you do?
At first, when we make a goal as a team and we have to share the goal because every one suppose to know the goal. and then we should set a personal goal each other to achieve the goal together as a team. and when we work we share the individual goal each other, and after work we have to give the compliments or feedback.
Q When you provided job training, what did you pay attention to?
When I provided job training, I paid attention to give compliment and advices or feedbacks at the same time and don’t deny their opinion.
I think If they do something wrong or do ineffective things, asking the reason before telling somethings is better because they have a reason of action. After understanding the reason why they did that kind of action, I tried finding nice point and then I will give compliment and advice.
I consider this is important to keep their confident and they can work comfortably
Q Do you have any question?
what kind of skill do you want me have in working this Starbucks?
Q Do you have something to say?
I really want to work here because I like to work at Starbucks. I have a great experience as a customer and even partner. so as a partner, I make a great experience to customers again.
and when I got call from you, I was really happy because i have been this store before and partners are really kind and they made nice atmosphere store. At that time i felt I want to work here.
Q How do you build good relationships with customers?
To build good relationships with customer, making customers comfortable is really important. So I keep my smile and I always try being aware of customer’s needs.
(Some people come to Starbucks to stay, relax and communicate with us, others come to Starbucks just to get coffee and need quick serves.) For example, it not good to talk a lot to the person who is checking his watch because he probably must be harry. but it really good to talk to the person who looking the coffee beans on the shelf or menu. So being aware of customer’s needs and meeting the needs is really important to build good relationship with them.
Q What kind of partner were you?
I would say I was that kind of partner who can make great atmosphere. I always keep a smile because I know smile makes other people smile. And always tried making good conversation between customers and partners. Not only made and served coffee but also valued great moments between partners and customers to make customer happy.
Q How would you be an asset to the team?
I would say if I’m part of the team, I can make nice atmosphere store with other partners and inspire them. When I worked at Starbucks in Tokyo, manager always told me at the time when I work, the store become energetic because I like keeping my smile and connecting with customers, and my character inspires other partners.
Q What do you think barista’s work is?
Not only serving coffee but also making good experience for customer.
Q How did you make a good relationship with partner?
Most important thing is thinking about other partner’s feeling and I should make them comfortable to work. When we work in a team, sometimes we might have different opinion. At that time, at first I have to think about other people’s feeling and try listening first. I shouldn’t push my opinion and shouldn’t deny other’s opinion. I consider this is important when I work as a group.
Q How do you figure out the problem?
First, I would fallow the company manual. And then if I can’t find the solution or I’m not sure how to figure out the problem, I would ask manager or SSV.
Q What is your strengths?
I would say my strength is considerate. I’m considerate so I can think about other people’s feeling like partner and customers so I’m good at making great relationship with people.
Q What is your weakness?
My weakness is thinking other people’s feeling too much. I worry about how other people are thinking so sometimes it hard to tell my opinion clearly but I had been practicing to tell my pinion to other person these days.
Q Are you fast at getting work done?
I would say I quick at work because I worked at busy Starbucks in Tokyo.
Q If customers say to you they don’t like their beverage, what are you going to?
At first we have to apologize. after that I will recommend customizing. For example, if they say this is too sweet, i well recommend to add a espresso shot. if they say this is too bitter, i will recommend to add a syrup.