Before starting work each morning at Contact-Centres.com Towers, I usually find myself in my local Starbucks. Sometimes it’s to prepare for the day ahead; other times it’s simply to write copy away from the usual—and occasionally unwelcome—office distractions.
Every visit follows a familiar pattern. I’m greeted with a smile as though I’m a long-lost friend. There’s always friendly banter with the baristas, covering everything from last night’s football results to their latest Colombian coffee blend. More often than not, before I’ve even reached the counter, my rather unique drink order—a four-shot Venti Colombian Americano with hot milk—is already being prepared.
It isn’t just that they remember my order; it’s that they make it consistently to Starbucks’ exacting standards and, perhaps more importantly, to my own. That is personalised customer service at its very best.
The store is always spotlessly clean, with a relaxed yet professional atmosphere that makes it the perfect place to plan the day ahead. The coffee is consistently better than anything I could make in the office, even using Starbucks’ own ground coffee. It’s no surprise that you’ll never find me visiting one of their competitors.
That’s brand loyalty—and it’s earned, not bought.
Without wishing to sound like I’m sponsored by Starbucks, I genuinely believe they deliver customer service of the highest standard. Nothing ever seems too much trouble. Didn’t enjoy your drink? They’ll happily make another one without hesitation. Problems are resolved quickly, professionally and with a smile.
That’s exceptional customer service.
The staff in my local Starbucks—and indeed every Starbucks I’ve visited—are knowledgeable, passionate and genuinely enjoy sharing their expertise with customers. Whether explaining the differences between coffee beans or recommending a new drink, they inspire confidence because they know their products inside out.
That’s core knowledge in action.
So what can contact centres learn from Starbucks?
Quite a lot, actually.
– Recognise your customers. People value being remembered and treated as individuals.
– Deliver consistency. Customers should receive the same high standard of service every time they make contact.
– Create loyalty through experience. Great service encourages customers to return without needing incentives.
– Empower employees. Give frontline staff the authority to resolve issues quickly and without unnecessary escalation.
– Invest in knowledge. Well-trained advisors create confidence, trust and credibility.
– Make every interaction enjoyable. A smile, friendly conversation and genuine interest cost nothing but can make all the difference.
I’m sure everyone reading this newsletter either works in or supports one of the UK’s most productive and customer-focused contact centres. While many industries can learn from the contact centre profession, we should never be afraid to learn from organisations outside our own sector.
After all, good customer service is universal.
Sometimes the best ideas don’t come from another contact centre—they come from a coffee shop.
And if something works brilliantly elsewhere, why wouldn’t we adapt it for ourselves?
The Editor
