BARISTA-SKILLS5 MIN READ
De-escalate the Long Wait
Use nonviolent communication principles to de-escalate a late-order complaint.
Guest G Waiting for a cappuccino O Observe N Need R Request Late order 20 sec The moment The guest has waited 12 minutes for one cappuccino while the team recovers from a grinder jam. The guest does not need the whole backstory before they hear accountability. 12m wait time 1 drink missing
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