What is a de-escalation model?

A de-escalation model is a simple framework that pulls our skills into a clear, memorable set of steps, making it easy to respond calmly and confidently in the moment.

The LATTE Model

The Starbucks Coffee Company initially uses the LATTE model to train its partners in customer service techniques. Many companies have similarly styled training, using acronyms to recall customer service skills. Although the framework started with Starbucks, it can be applied across any customer service channel, whether food, retail, or call centers.

Let’s dive into how to use the LATTE model.