Based on Harvard Business School Case Author(s): Youngme Moon‚ John A. Quelch Description: Starbucks‚ the dominant specialty-coffee brand in North America‚ must respond to recent market research indicating that the company is not meeting customer expectations in terms of service. To increase customer satisfaction‚ the company is debating a plan that would increase the amount of labor in the stores and theoretically increase speed-of-service. However‚ the impact of the plan (which would cost
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INTRODUCTION The Customers Service workshop is designed to teach companies how to deliver high levels of customer satisfaction based on people skills vs. technical skills. Technically oriented persons too often become so focused on providing a technical solution that they overlook the human side of the equation. This is a very common trait among support personnel who come to their position from technical or non-service backgrounds. The course teaches companies how to treat the customer as an important
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January 31‚ 2006 To: From: Subject: The Value of Good Customer Service As you asked in your assignment‚ my oral presentation opener is nearing its final stages of completion. I have looked into different options on expressing the value of good customer service. I feel the following content best fits this assignment. When it comes to feeling like you are happy with a product or service you have purchased‚ there are many possibilities. A product can have the best price in the
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Section 2: BUSINESS SKILLS Topic 6: The Internal Business Environment Objectives: By the end of this unit students should be able to:- Describe the structure of internal business environment Identify the importance of OHS in internal business Discuss the office roles and functions Recognize the importance of good customer service. The Internal Business Environment The internal business environment are best viewed as the extent to which resources‚ and the ability to deploy them
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Appendix 1. What can we do about lost sales due to poor customer service by outside “contract” sales staff? Get rid of contract sales staff altogether. When they do not show some customers already resort to placing their orders online so why not make that a standard and skip the middle person. Furthermore‚ it will save money from being put into the contract‚ and losing funds when contractors take money they feel they are owed off the top before turning the cash in. 2. How can we restore the attractiveness
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Understanding the Business Environment Part A (100w) Company Name: Coca Cola Description: The Coca-Cola Company is the world ’s largest beverage company and is the leading producer and marketer of soft drinks. Today‚ Coca-Cola is consumed throughout the world at the rate of more than 600 million times per day and this figure is continuing to rise. However‚ Coca-Cola is not the sort of company to live on its past glories; instead it looks to the future as a challenge and constantly seeks new
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Steven Westgate BUS345.01 Business Law I Chapters 9‚ 10‚ 11‚ 12‚ 13‚ 14‚ 15‚ 16‚ 17‚ and 18 Professor Sappington November 3‚ 2003 1) This would indeed be a contract called an implied-in-fact contract. This is a contract that is implied from the conduct of the parties. Unlike other contracts‚ the contract was created through the conduct of the parties‚ not through words. This is what Miller and McCleskey have done. The parties both agreed through their
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Communication in customer service: First‚ we are going to start which an activity‚ which is Chinese Whisper. In which one person whispers a message to another‚ which is passed through a line of people until the last player announces the message to the entire group. Aims and objectives: 1. To give the opportunity to look at different communication methods 2. To allow to identify the different types of communication under each method: Verbal Non-verbal Written 3. To know how and when to effectively
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Under Contract 521-C-00-08-00009-00 Customer Service Training Manual Assurance of Quality Administration in the Hospitality Industry Produced by USAID’s Market Chain Enhancement Project by the International Executive Service Corps‚ July 2009 1 Table of Contents DEFINITIONS.............................................................................................................................................. 3 DEFINITION OF QUALITY SERVICE ......................................
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Tiered Service System Tiered service system is that system which creates a fire fighting in the organization‚ this service possess no structure and no system and is responsible for problems and the people are in stress and in the position of frustration. No‚ if I owned my own business I would not provide my customers with a tiered service system because it is known as everyday fighting in the organization. My primary focus would be to resolve the problems and make my customers happy and satisfied
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