ideal job
Service Management
Service Event Observation Evaluation
HB-105
Student Name
Chen Yaohua
Name of Business/Organization: Starbucks
Time/Date of Visit:
9/5/2014
Location:
Eppley Center
Type of Business/Organization:
Retail Food Service Service Non-Profit
Big Box
Contract/Dormitory
Lodging
Government
Grocery
Quick Service
Finance
Public Svc
Department Store
Family Dining
Communications
Other
Discount
Fine Dining
Utilities
Independent
Specialty/Kiosk
Other
Other
Other
1. What was the customer’s reason for visiting the business?
The main purpose of visiting the business for customer was to compare with different customer service and choose the best one.
2. Was the customer acknowledged in a professional, business-like manner?
NO, most of customers didn't know multiple information of technical business. They only get the goods what they need.
3. Describe the service event you are documenting, in detail:
a. Who was involved?
The employees in school Starbucks.
b. What did the customer do?
1) They pointed out what they need, such as the type of coffee and snacks.
2) They communicated with employees frequently in order to experience good service.
c. What did the front-line employee(s) do?
They provide a wonderful experience for guests that they won’t leave. They also figure what a customer’s needs.
d. What was the manager’s reaction or role, (If applicable)?
1) They treated guests to a wonderful experience. For instance, they listened to the customer’s needs and anticipated a customer’s needs.
e. Rate the overall service experience: A B C D E
4. If you were the manager in this event, what service barriers did you observe, and what would be your action plan to remove them?
The only question was that there was lack of employees, I would
Service Event Observation Evaluation
HB-105
Student Name
Chen Yaohua
Name of Business/Organization: Starbucks
Time/Date of Visit:
9/5/2014
Location:
Eppley Center
Type of Business/Organization:
Retail Food Service Service Non-Profit
Big Box
Contract/Dormitory
Lodging
Government
Grocery
Quick Service
Finance
Public Svc
Department Store
Family Dining
Communications
Other
Discount
Fine Dining
Utilities
Independent
Specialty/Kiosk
Other
Other
Other
1. What was the customer’s reason for visiting the business?
The main purpose of visiting the business for customer was to compare with different customer service and choose the best one.
2. Was the customer acknowledged in a professional, business-like manner?
NO, most of customers didn't know multiple information of technical business. They only get the goods what they need.
3. Describe the service event you are documenting, in detail:
a. Who was involved?
The employees in school Starbucks.
b. What did the customer do?
1) They pointed out what they need, such as the type of coffee and snacks.
2) They communicated with employees frequently in order to experience good service.
c. What did the front-line employee(s) do?
They provide a wonderful experience for guests that they won’t leave. They also figure what a customer’s needs.
d. What was the manager’s reaction or role, (If applicable)?
1) They treated guests to a wonderful experience. For instance, they listened to the customer’s needs and anticipated a customer’s needs.
e. Rate the overall service experience: A B C D E
4. If you were the manager in this event, what service barriers did you observe, and what would be your action plan to remove them?
The only question was that there was lack of employees, I would