Starbucks : Delivering Customer Service

Statement of the problem Starbucks found that from a customer satisfaction point of view, they do not always respond to customer expectations. Considering the significant correlation of Starbucks and the impact on sales and profitability, Starbucks has to propose an action plan to deal with this problem. The situation analyst firm Starbucks was known for its excellent value proposition in the early 1990s and created experience on coffee consumption. This is the "third place". The brand is positioned to provide top quality coffee, intimate customer intimacy, warm atmosphere, or atmosphere.

The following language is a research analysis titled "Provision of Starbucks coffee offering" by Harvard Business School. Starbucks has had a great success in the 1990s, so there are many factors. Starbucks offers excellent coffee and a great experience, but their customer satisfaction score has dropped. There are many reasons why customers are not happy, but will labor investment of $ 40 million increase customer satisfaction? There are many important elements that makes Starbucks one of America's most famous coffee celebrities. Starbucks is often 500 feet away from another Starbucks Starbucks, all of which have lines on the outside of the door. In 1992, there were only 140 stores in Starbucks, all of them were in very traffic areas. Colleges, malls and commercials are purchasing close-ups from Starbucks

In Starbucks, there are many process mechanisms including customer service, telephone, customer service, online shopping, Starbucks point cards. Properly designed processes are needed to provide services to ensure that customers complete with minimal effort and delay and that all service elements are provided correctly. The process pertains to the quality improvement of every service Starbucks offers. The physical evidence of the Booms and Bitner framework includes the environment in which the service is provided and any tangible items that promote the performance and communication of the service. Physical evidence is important (Rafiq and Ahmed, 1995, p. 7) because customers use concrete clues to assess the quality of services offered. The physical environment itself helps evaluate the quality and service level that customers can expect, such as Starbucks stores. In fact, the physical environment is part of the product itself.