Customer Service Practices Of Starbucks Essay

Customer Service Practices Of Starbucks Essay

Length: 1324 words (3.8 double-spaced pages)

Rating: Better Essays

Open Document

Essay Preview

The first Starbucks opened in Seattle’s Pike Place Market in 1971 (Company Information). Since its founding, Starbucks has focused on providing fresh-roasted whole bean coffees. Howard Schultz, current CEO, joined the company in 1982 (Company Information). Schultz was inspired by Italian coffee bars and hoped to mimic their atmosphere in Starbucks shops (Company Information). Today, Starbucks ' mission is to be, “a place for conversation and a sense of community. A third place between work and home (Mission Statement Starbucks Coffee Company).” How close is Starbucks to accomplishing this goal?
The purpose of this report is to give insight into the customer service practices of Starbucks. It is to compare practices in a local Winston-Salem store to corporate service goals. Overall, it will help determine how close Starbucks is to accomplishing its goal of being more than “just a coffee house.”
To gauge the effectiveness of Starbuck’s customer service practices I made observations, with permission from store manager Mike Jacobs (see his attached contact information), during store visits and talked with employees. Two store visits were conducted. One store visit was conducted on 10/5/2016 between 4:15pm and 5pm. Three customer service interactions were gathered during that time frame. The second store visit was conducted on 10/7/2016 between 8:30am and 9:15am. Three customer service interactions were also gathered during that time slot. All six customer service interactions were recorded on rating sheets with notes (see accompanying appendix). The following rating scale was applied: 0 is "behavior not observed," 1 is "behavior infrequently observed," 2 is "behavior is sometimes observed," 3 is "behavior is somewhat often," 4 is “b...


... middle of paper ...


...There was never a moment that required service recovery. There is room for improvement. Since Starbucks has accomplished making its store experiences standard, perhaps they should begin to allow their stores more individuality.
Works Cited
Forbes. Forbes Magazine. Web. 02 Dec. 2016.
"Company Information." Starbucks Coffee Company. Web. 02 Dec. 2016.
Lubin, Aimee Groth and Gus. "11 Things Starbucks Does Better Than Almost Any Competitor." Business Insider. Business Insider, 29 July 2011. Web. 02 Dec. 2016.
"Mission Statement Starbucks Coffee Company." Starbucks Coffee Company. Web. 02 Dec. 2016.
"Store Design." Starbucks Coffee Company. Web. 02 Dec. 2016.
Https://www.facebook.com/USRetailIndustry. "Starbucks Closes Stores to Improve Customer Service and Loyalty." The Balance. Web. 02 Dec. 2016.
Manager Approval and Link to Rating Sheets

Image






Need Writing Help?

Get feedback on grammar, clarity, concision and logic instantly.

Check your paper »

Starbucks Analysis : Starbucks Coffee Essay

- 1. Starbucks Starbucks Coffee is one of the famous roaster, retailer, and marketer of specialty coffee in the world. It’s opened in 1971, it has more than 7,300 coffee shops and kiosks in the USA, and more than 3,000 shops in 34 other countries, including Japan, Canada, the United Kingdom, China, Taiwan, South Korea, the Philippines, Thailand, Malaysia, Mexico, Australia, Germany, and New Zealand. In addition to a variety of coffees and other drinks, Starbucks also features other food items, espresso machines, and CDs....   [tags: Coffee, Coffeehouse, Espresso, Starbucks]

Better Essays
1322 words (3.8 pages)

Essay on Swot Analysis : Starbucks Company

- The PESTEL-DC analysis is a six factors that affect the company business, we going to explain how Starbucks impact the external issues of the firm. We’re going to explain the framework marketers used to analyze observed the macro environment factors that affect a company. Therefore, we’re going to identify the political organization factor. Economic, social, technological, environment, and legal environment factors. We’re going to discuss the PESTEL-DC analysis of Starbucks Company. The political issue that Starbucks faces is sourcing raw materials....   [tags: Starbucks, Coffee, Brand, Coffeehouse]

Better Essays
1389 words (4 pages)

Situation Analysis : Starbucks Corporation Essay

- Situation Analysis Assignment: Starbucks Starbucks Corporation is the world’s leading retailer of specialty coffee beverages and accompanying confectionery items. Starbucks was established in 1971 in Seattle by Jerry Baldwin, Zev Siegal and Gordon Bowker. Currently, Starbucks has over 21,000 stores and operates in more than 63 countries. The company’s mission is to offer an opportunity for people to enjoy a good cup of coffee and engage in a good conversation. The following situational analysis provides a detailed look at the current business situation of Starbucks by providing an in-depth analysis of the company’s current product, market, opportunities, and challenges....   [tags: Coffee, Starbucks, Marketing, Coffeehouse]

Better Essays
878 words (2.5 pages)

Strengths And Weaknesses Of Starbucks Essay examples

- STRENGTHS • Starbucks is the leading retailer in the coffee market in the world. • Product has its own specialty in coffee flavors and other products. • 23,043 coffee houses worldwide. • Operating in 68 countries across the world • 238,000 employees. • Convenient locations such as: university campuses, downtown/suburban retail centers, drive thru’s, express stores, office building and shopping malls along with rural and other locations. • Customer service is excellent. • Strong and Bold brand name in the coffee industry....   [tags: Coffee, Starbucks, Espresso, Coffeehouse]

Better Essays
1112 words (3.2 pages)

Starbucks 's Cost Of Goods Sold Essay examples

- As with any company, price fluctuations where costs are concerned represent a critical risk factor for their operations. A company must find a way to hedge these risks to develop a healthy business. For Starbucks, their primary cost factor is the price of coffee beans, but they are also exposed to commodity risks associated with dairy and sugar products (Krikorian, 2014). As you can see in the graph below, the company’s cost of goods sold has steadily increased from 2006 – 2015. For any company, the costs of goods sold are all of the expenses incurred to manufacture and deliver a product to the customer....   [tags: Coffee, Starbucks, Coffeehouse, Espresso]

Better Essays
1738 words (5 pages)

Starbucks And Dunkin ' Donuts Essay examples

- Starbucks and Dunkin’ Donuts both have competitive advantage in the coffee industry. Dunkin’ Donuts have focused on a strategy of becoming a cost leader in the U.S. coffee and snack shop industry. Their strategy involves offering the same or better quality service at a price that is less than its competition (Dunkin’ Donuts, 2016). They also have been able to establish relationship with their suppliers, which have been able to keep costs low. Overall, by keeping their stores and franchises consistent across the company, they have been able to achieve growth and profitability (Huffington Post, 2016)....   [tags: Coffee, Dunkin' Donuts, Starbucks, Baskin-Robbins]

Better Essays
856 words (2.4 pages)

Starbucks Is The World 's Leading Retailer Of Specialty Essay

- Starbucks is the world’s leading retailer of specialty coffee beverages and accompanying confectionery items. Starbucks was established in 1971 in Seattle by Jerry Baldwin, Zev Siegal and Gordon Bowker. Currently, Starbucks has over 21,000 stores and operates in more than 63 countries. The company’s mission is to provide an opportunity for people to enjoy a good cup of copy and engage in a good conversation. The following situational analysis provides a detailed look at the current business situation of Starbucks Corporation by providing an in-depth qualitative analysis of the company’s current product, market, opportunities, and challenges....   [tags: Coffee, Starbucks, Espresso, Coffeehouse]

Better Essays
768 words (2.2 pages)

Essay Case Study : Starbucks Quality Marketing And Management Strategy

- By remaining true to core competency and a laser like focus effort towards quality; Starbucks has managed to analyze, adapt and create brand loyalty to their particular market and remained the top competitor throughout the coffee industry. Americans in general enjoy a good, hot cup of coffee to start their day. In any given business, seeing a torrid cup of coffee in a cup from Starbucks is not uncommon. Starbucks is one of the most popular coffee franchises in the world with locations in 62 countries....   [tags: Coffee, Starbucks, Coffeehouse, Quality control]

Better Essays
1776 words (5.1 pages)

Creating And Capturing Customer Value Essay

- Creating and Capturing Customer Value: Starbucks Starbucks is the coffee shop I prefer, as for a long time its stores could be found fairly easily in the cities I’ve lived in and visited. They have the ability to capture and maintain customer value through not only their great menu items and service, but in the elaborate rewards program that entices people to spend more at Starbucks, suggesting food items or different beverage options through their web and mobile app interface, luring customers away from competitors....   [tags: Coffee, Espresso, Starbucks, Coffeehouse]

Better Essays
1217 words (3.5 pages)

Starbucks Coffee Essay

- Starbucks Coffee Table of Contents Introduction 3 Product Analysis 3 Product Overview 3 Market Structure 4 Competition 5 Dunkin Donuts 7 Krispy Kreme 3 McDonalds 8 Panera Bread 8 Elasticity Estimates Pricing Strategy 10 Forecast 12 Determants of Demand 13 Forecast Model 15 Forecast Summary 15 Works Cited Introduction With the economy in trouble, the stock market tanking it is important to start your day with a good cup of coffee to take on these challenges. Can Starbuck’s sustain it business model and place in the market....   [tags: Starbucks Coffee Case Study]

Free Essays
7480 words (21.4 pages)