很多企业在雇用新员工时,会对他们进行上岗前培训,却往往无法教会新员工如何提供高品质的服务,以及如何让顾客获得卓越的体验(他们希望新员工能够持续提供这样的体验)。星巴克则完全不同,新员工在最初接受培训时,很快就会学习到一些例如“顾客服务基础”“星巴克体验”这样的课程。在培训过程中,会有人专门对新员工进行指导,告诉他们在 Many employ pre-service training when hiring new employees, often failing to teach new employees how to deliver high-quality service and how to give customers a superior experience (they want new employees to continue delivering that experience). Starbucks is completely different, and new employees will soon learn a few lessons such as “Customer Service Fundamentals” and “Starbucks Experience.” In the training process, someone will be dedicated to new staff guidance, tell them