STARBUCKS: DELIVERING CUSTOMER SERVICE Background Case P.1 According to their data‚ Starbucks are not always meeting our customers’ expectations in the area of customer satisfaction. They came up with a plan to invest an additional $40 million annually in the company’s 4‚500 stores‚ which would allow each store to add the equivalent of 20 hours of labor a week. The idea is to improve speed of service and thereby increase customer satisfaction. P.1 Day‚ Starbucks’ senior vice president of
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Manage Quality Customer Service Assessment Event 1 CONTENTS PAGE DESCRIPTION OF THE ORGANISATION ......................................................................... 2 TELSTRA ................................................................................................................. 2 Business Operations ...........................................................................................................................................2 Telstra’s Business Units .....
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Delivering Customer Service Contents • • • • • • • Case Summary Company Background The Starbucks Value Proposition Delivering on Service Caffeinating the World Starbucks’ Market Research: Trouble Brewing? Rediscovering the Starbucks Customer • Suggestion Case Summary • > 5% ann. sales growth during 11years in a row (~2002) • close to a recession-proof product (Howard Schultz) • Lack of strategic marketing group and customer relationship management : Overlooking of market and customer-related
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Inventory Management Introduction Inventory definition The Basic Relationship- Average Inventory Types of Inventory Reasons to Hold Inventory Methods to Supervise Inventory Visible Costs of Inventory Hidden Costs of Inventory What Increases Inventory Inventory Management Effective Inventory Management Myths in Inventory Management Why is Inventory Management Important Economic Order Quantity (EOQ) Just-In-Time Management (JIT) Essential Aspects of JIT Kanban JIT is Not Possible
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Slide 1 Welcome to your second customer service lecture. This week we’ll discuss listening‚ an often simplified concept. Many people think listening is easy—as long as you hear something you’re listening to it‚ but in truth‚ listening effectively is a demanding task. To listen effectively‚ you must apply skill and determination. Luckily‚ as with any skill‚ effective listening can be learned. We’ll begin this lecture by going over the difference between hearing and truly listening. Slide
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Hints and Tips for Customer Service Unit 1 If you are currently unemployed the following websites offer good information regarding employment. www.Sainsburys.co.uk www.tesco.com www.marksandspencers.com www.britishairways.com/travel/about-british-airways/public/en_gb Extra information on Equality and Diversity‚ Contract of employment‚ legislation‚ Disability Discrimination Act and formal learning‚ can be found on www.gov.uk It’s important that you answer assessment questions
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businesses in the world. Hotels‚ Restaurants‚ Bars‚ and other businesses that are related to hospitality industry have been put up. These establishments aim to give accommodation‚ relaxation‚ experience and fulfill one’s luxury. Likewise‚ it gives job opportunities‚ improve the economic development of a country and businessmen are encouraged to invest in the country. According to Cariño‚ Beltran and de Ocampo‚ 2008‚ p.3‚ the scopes of the hospitality industry are the following: Lodging segment which includes
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Thousands of customers from more than 80 countries around the world have used Elan Guides to prepare for the CFA Level I exam. ÉLAN GUIDES ECONOMICAL EFFICIENT EFFECTIVE We believe that we offer the MOST EFFECTIVE study materials for CFA exam prep. Register for the free trial on our website to obtain FREE access to the following study materials. Lecture videos‚ study guide readings and practice questions for Study Session 3 (Quantitative Methods) Lecture videos‚ study guide readings
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effective customer service with three different customers. Scenario 1: A customer has emailed me regarding a visit to the centre regarding a visit to the centre. He has an 11 year old daughter who is in a wheelchair and would like you to phone him regarding his stay‚ access to the centre and any other features that may be relevant. Scenario 2: I am a customer service manager at Trafford centre and I have just received a phone call informing you that there is a displeased customer at the customer service
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Critical Thinking Reflection Receiving a College Degree Improves Your Career Opportunities If you were to take a poll in the United States asking if obtaining a college degree improves your career opportunities‚ you would most likely get a resounding‚ “yes.” During my research on the subject‚ I found that almost every single article I came across proved time and time again that college graduates have more career opportunities at their disposal‚ as well as higher incomes. USNews.com states‚ “A
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