Watkins Mill Recap

Coffee Culture

100

What are the steps to a coffee tasting?

Smell, Slurp, Locate, Describe

200

Four characteristics of tasting coffee

Aroma, Acidity, Body, and Flavor

300

When are coffee and espresso quality checks completed and by who?

at least 3 times a day, morning, mid, and evening by everyone on the team.

400

What is the lightest roast Starbucks offers?

Sunsera Blend

500

Explain the differences between signature espresso and blonde espresso

Blonde espresso: smooth and subtly sweet with a creamy mouthfeel

Signature espresso: Intense and roasty with a caramel like sweetness and nutty aftertaste

When We Get It Right

100

What are our 3 basic service expectations?

welcome with a smile, learn names and orders, thank with eye contact.

200

what are the 5 key moments?

1. warmly greet customers

2. offer for here ware

3. craft beverage with message on cup

4. direct hand off

5. clean lobby and condiment bar

300

what is our customer promise?

serve the worlds finest coffee, with a moment of connection

400

what is our customer service standard?

we warmly acknowledge every customer, engage with kindness, and make every moment right.

500

what is our company mission statement?

To be the premier purveyor of the finest coffee in the world, inspiring and nurturing the human spirit- one person, one cup, and one neighborhood at a time.

When We Miss

100

If a customer is at the register, whose responsibility is it to acknowledge them?

Everyone

200

Who needs to be informed of a customer complaint or situation?

the supervisor on duty, if an incident report is needed then also contact Josie.

300

What is the latte model?

Listen

Apologize

Take Action

Thank

Ensure satisfaction

400

Where are service recovery cards kept when they are activated and deactived? 

activated: under the till in the register

deactivated: in the safe

500

What are the 5 service recovery options at the store level?

item remake, a small gesture, a recovery card, refund/void/store credit, and out of stock card.

Routines

100

What is the warmed food routine?

1. Label

2. Prepare

3. Warm

4. Finish

200

What is the milk steaming routine?

1. Pour milk

2. Aerate milk

3. Auto Steam milk

4. Sanitize Wand

5. Groom Milk

300

What is the hot beverage routine?

1. Label and write on cup

2. Queue shots

3. Add syrup

4. Steam Milk

5. Finish

400

What is the blended beverage routine?

1. Label and write on cup

2. Pump Coffee

3. Pour Milk

4. Pour contents in to cup

5. Add flavor and ice

6. Pump base

7. Blend

8. Finish

500

What is the customer support cycle?

1. set timer

2. check lobby

3. complete a cycle task

4. disruptive tasks assigned by the playcaller

Green Wave

100

Name two examples for the green wave challenge

• 1. Leave a kind note with an encouragement.
• 2. Make them laugh—share a funny (appropriate) meme or joke you know they’d enjoy.
• 3. Offer a genuine compliment about something they do well, such as a visible action where they delivered our Green Apron Service - say it directly or write it down.
• 4. Bring in a quote or affirmation and leave it where they’ll find it.
• 5. Offer to listen—ask how their day is going and really listen.
• 6. Create a “You’re Appreciated” card with a few kind words about what you admire in them.
• 7. Bring in a small drawing, doodle, or origami with a cheerful message—something handmade and lighthearted
• 8. Share a favorite playlist or song that might brighten their shift.
• 9. Offer to grab them a straw, napkin, or lid when you see them in need—small gestures matter.
• 10. Remember something they shared (like a pet’s name or a favorite drink) and ask about it.

200

True or False, the green apron host wears a headset?

false.

300

What is the green apron host cycle?

1. welcome

2. connect

3. anticipate

4. delight

400

What does the green apron host do if they notice a bottleneck?

Alert the playcaller.

500

When can the green apron host leave the hand off area?

- finding moments to uplift customers (walking order to table, provide an item customers may need before they ask)

-offer help carrying items to car or table

-engage in conversation with customers

-restock FOH replenishment station under register 2