Customer service has always been at the heart of global café culture. In many places—especially in long-established American brands—the idea is simple: the customer is always right, hospitality matters, and service quality reflects the brand’s identity. But during a recent visit to several Starbucks locations across London, including the busy Canary Wharf area, our team noticed how service attitudes seem to be shifting, especially among newly-recruited staff.
Different Stores, Different Experiences
Over the past month, our team visited multiple Starbucks branches to order something as simple as an espresso. What should be a quick, friendly interaction often ended up feeling awkward or strangely disconnected.
In some stores, staff seemed unsure about drink preparation or basic customer interaction. Simple tasks like taking names for orders or confirming what the customer said became unexpectedly difficult. While every company has new staff learning the ropes, the inconsistency was hard to ignore.
Is Something Changing in the Younger Workforce?
It’s worth asking whether broader social influences are affecting young employees’ communication and confidence. Studies have explored how social media pressures can contribute to stress and reduced interpersonal engagement among young people. In Australia, for example, policies have even been discussed around limiting social-media access for children under 16 due to concerns about mental health.
Of course, service quality isn’t about age alone—but many customers have noticed a growing hesitation, lack of confidence, or minimal interaction from newer front-line staff. Customer service requires warmth, clarity, and engagement; without training, many young staff may struggle with these expectations.
Training Matters—For Everyone’s Benefit
This isn’t to say that the entire Starbucks team is struggling; in fact, several long-time baristas still deliver excellent service. But the overall experience suggests that Starbucks may benefit from refreshing its training programs, especially for new recruits and employees for whom English is a second language.
Clear communication and confidence are essential in customer-facing roles. A global brand like Starbucks has the capability—and the responsibility—to ensure staff receive proper support, language guidance, and customer-service training. Doing so protects the brand’s reputation and enhances customer experience.
The “Albano” Incident at Canary Wharf
Our most surprising moment came at the Canary Wharf Starbucks today. Our team ordered an espresso and gave the name “Khan.” At pickup time, the barista called out:
“Espresso for Albano!”
We looked around—there was no Albano in sight. Then we realised the drink was meant for us. The pronunciation mix-up was so far off that even our senior team member couldn’t help but laugh. From today onward, we’ve jokingly decided to call him Albano.
These moments are amusing in hindsight, but they also highlight the importance of clear communication in customer service.
Final Thoughts
Starbucks remains a beloved global brand, but consistency in customer service is essential to maintaining that reputation. A renewed focus on training—especially in communication, confidence-building, and customer interaction—would go a long way. Customers appreciate friendly, clear, and attentive service, and Starbucks has every opportunity to deliver just that.
Because at the end of the day, a simple espresso should come with a smile—not confusion about who “Albano” is.
