Starbucks splits the ordering and delivery of items into POS and a hand-off area. Most (if not all) food and drink establishments have this configuration.

Drinks must only ever be delivered to customers via the hand-off point. Quite naturally, some baristas bend the rules and not always give drinks to customers at the hand-off point but at the till area or on the backs of the coffee machines. There are times where operationally the hand-off point is inaccessible or not able to be used, so the till counter is used instead, and single and double espresso drinks are typically handed direct to the customer. Teas may also be given at the till counter if safer to do so.

A rude aggressive customer ordered a Black Americano, was very annoyed at being asked for a name, but worse was to come. On his drink being made and called out at the hand-off area, he was really unhappy that the drink wasn't given to him at the till area where he ordered.

"Why you treat me like a Second Class citizen? I have seen drinks being handed out here all the time. Why have I got to go get it from down there?"

Myself and a colleague explained that is is company policy to hand-off drinks in that area and not at the till. It might have been helpful to just relocate the cup for him but his behaviour may have been a result of being under the influence or a mental disorder. He removed the lid and added several sachets of sugar. This quick drink transaction ended up in a half an hour argument between my barista colleague and the man with an open cup...

Coaching point... it is never worth arguing with customers and getting the last word in, no matter the situation. This could have ended up very differently.