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...
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...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.
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
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