starbucks delivering customer service presentation

... CHAPTER Delivering customer service CONTENTS 2.1 Providing prompt service to customers 2.2 Establishing a rapport with customers 2.3 Handling customers complains 2.4 Delivering high-quality service ... customers, including those with specific needs 2.5 Promoting product and services 2.1 Providing prompt service to customers • Good customer service is the life-blood of any business • Good customer ... out by external customers or complaints record forms to be completed by customer service officers Example: Customer complaint form 2.4 .Delivering high-quality service to all customer, including

Ngày tải lên: 23/10/2013, 20:15

... negative customer service/ interpersonal (conflict) experience that you had in your personal or professional life How did you feel? Why Companies Lose Customers?      Customer Customer Customer Customer ... Companies Lose Customers? (Cont’d) 68% However, of the time that organizations lose customers, it is because of poor service - a rude or indifferent attitude Best Practices in Customer Service, American ... LaGuardia’s Two Main Customers STUDENTS  FACULTY AND STAFF What Do Our Customers Want? Customers are looking to the college to offer them:  High Academic Standards  Professional services and adequate

Ngày tải lên: 10/07/2023, 09:25

... 69-88 Starbucks 2016, ? ?Starbucks Vietnam to support training for disadvantaged youth’, Starbucks, December, Starbucks 2020, ‘Our commitment to inclusion, diversity, and equity at Starbucks? ??, Starbucks, ... keys of Starbucks? ??s success are the franchise’s excellent customer service and “third-place” concept which is demonstrated by thoughtful, relaxing, welcoming in-store experiences Moreover, Starbucks? ?? ... Starbucks stores has invisibly formed a misconception among Vietnamese customers, that Starbucks is only for the rich (Thanh Nien 2019) If this misconception continues, it will shrink their customer

Ngày tải lên: 25/04/2022, 07:18

... Educating the Customer Service Palate ing customer service we've seen suffers from at least one of these five flaws: 1: Failing to Ask Customers Everyone has an opinion about customer service, and ... non-phone-based customer contacts The title and theme of this book is “Gourmet Customer Service, ” which describes what we hope you will achieve Techniques used in measuring and improving customer service ... gourmet customer service goes beyond merely solving the caller’s immediate problem, Gourmet Customer Service lets the call center bot prove satisfaction and save money by aligning the customer? ??s

Ngày tải lên: 23/02/2014, 08:20

... perception of organization service to its customers and the customers’ perception of the same service Employees were sensitive to the customers’ perception of the service quality Schneider and ... (Bitner 1990) Bitner used the term servicescape to describe the service environment Not only is the perception of service by the customer influenced by the servicescape, but also the employee ... the customer In 1985, Parasuraman, Zeithaml, and Berry proposed a Service Quality Model This model identified the service perception shortfalls in service organizations They identified four service

Ngày tải lên: 23/03/2014, 05:23

... the issues facing automotive dealership service departments in improving customer service It examines conducting service process Kaizen to improve customer service by adopting process stabilization ... unacceptable for the customer For example, a customer brings the car to the dealer for services and leaves it in the care of the service advisor with a promised delivery time The service department ... her with the service requested In designing the time aspect of service, it is important to stress the customer' s viewpoint of elapsed time or service lead-time To an automotive service department,

Ngày tải lên: 30/03/2014, 01:20

... survive your customer service job Chapter Six Creating a positive experience for you and the customer Customer Service departments exist to create a positive experience for the customer when ... a customer service agent and the needs of the customer If businesses worldwide would focus more on the needs of their customers, agents would have a much easier job Going into your customer service ... Communications Customer Service is first and foremost a communications role An agent is the voice of the company for better or worse Customers not talk with marketers or CEOs; they talk to customer service

Ngày tải lên: 01/04/2014, 01:21

... ThreeCModelRQ5CourtesyRelationshipTrust ThreeCModelRQ6CourtesyCustomerAction 12 ThreeCModelRQ6CourtesyCustomerActionCollectorError 11 ThreeCModelRQ6CourtesyCustomerActionPersonalReason ThreeCModelRQ6CourtesyCustomerActionSolution ... 48106-1346 © 2007 by William Darren Hubbell ALL RIGHTS RESERVED Assessing a Customer Service Model in the Financial Services Industry: A Phenomenological Study by William Darren Hubbell November ... collection professionals at XYZ Financial Services to acquire an in-depth understanding of the Three Cs model, a customer relations model relevant to the financial services industry Findings presented

Ngày tải lên: 03/06/2014, 00:52

... the Service Marketing System 70 PART TWO • THE SERVICE CUSTOMER TABLE 3.3 Levels of Customer Participation Across Different Services Low (Customer Presence Moderate (Customer Inputs High (Customer ... required of customers across an array of service businesses Service Firms as Teachers Although service providers attempt to design the ideal level of customer participation into the service delivery ... credibility in the customers' eyes Figure 3.8 depicts the F I G U R E 3.8 The Service Marketing System for a High-Contact Service 68 PART TWO • THE SERVICE CUSTOMER FIGURE 3.9 T h e Service Marketing

Ngày tải lên: 21/06/2014, 04:20

... an Effective Service Recovery System FIGURE 6.4 128 PART TWO • THE SERVICE CUSTOMER Service Recovery Following Customer Complaints Service recovery plays a crucial role in restoring customer satisfaction ... maintenance service to all of its customers, ABB n o w offers different levels of service and prices as part of a negotiated service agreement It no longer requires customers to have ABB service ... loyalty and referrals 130 PART TWO • THE SERVICE CUSTOMER service guarantee: a promise that if service delivery fails to meet predefined standards, the customer is entitled to one or more forms

Ngày tải lên: 21/06/2014, 04:20

... desired service (an ideal) to a threshold level of merely adequate service Service providers should design 155 156 PART THREE • SERVICE MARKETING STRATEGY FIGURE 7.4 Blueprinting a Full -Service ... entirely new service concepts Options may include eliminating certain supplementary services, adding new ones, transforming personal service into self -service, or rethinking the location where service ... using a service time expenditures: time spent by customers during all aspects of the service delivery process physical effort: undesired consequences to a customers body that occur during the service

Ngày tải lên: 21/06/2014, 04:20

... B u n d l i n g Many services unite a core product with various supplementary services, such as a cruise ship where the tariff includes meals and bar service Should such service packages be priced ... Marketers of subscription services, such as cable television, Internet service, cellular telephone service, or credit cards, often employ a strategy of offering the service at a discount—or even ... Fixing Customer Service Problems," Reuters News Service (reuters.com), 20 December 2000; and the priceline.com and marketingguide.com Web sites, December 2000 Paul J Kraus, "Pricing the Service

Ngày tải lên: 21/06/2014, 04:20

... STRATEGY pany s service offerings Creating a distinctive branded service experience for customers requires consistency at all stages of the service delivery process In designing services, managers ... process—whether the service involves the physical person of the customer, a tangible possession, or some form of information In high-contact services customers encounter... NEW SERVICE DEVELOPMENT ... aspects of a service often combine to create the experience and benefits obtained by customers, both aspects must be addressed in new service. .. and servicescapes in service delivery

Ngày tải lên: 21/06/2014, 04:20

... and (in certain types of services) serving the customer at a distance through physical or electronic channels. Customers Visit the Service Site The convenience of service factory locations ... Dealing with a service organization through arm's length transactions may mean that a customer never sees the service facilities or meets service personnel. As a result, service encounters ... between customers and service suppliers in which mail or telecommunications minimize the need to meet face-to-face. PHYSICAL EVIDENCE AND THE SERVICESCAPE When customers visit a service

Ngày tải lên: 21/06/2014, 04:20

... THE SERVICE CUSTOMER TABLE 3.3 Levels of Customer Participation Across Different Services Low (Customer Presence Moderate (Customer Inputs Required During Service Delivery) Required for Service ... required of customers across an array of service businesses. Service Firms as Teachers Although service providers attempt to design the ideal level of customer participation into the service delivery ... credibility in the customers' eyes. Figure 3.8 depicts the FIGURE 3.8 The Service Marketing System for a High-Contact Service 68 PART TWO • THE SERVICE CUSTOMER FIGURE 3.9 The Service Marketing

Ngày tải lên: 21/06/2014, 13:20

... CHAPTER FOUR • CUSTOMER BEHAVIOR IN SERVICE ENVIRONMENTS 95 16. Richard L. Oliver, " ;Customer Satisfaction with Service, " in Teresa A. Schwartz and Dawn Iacobucci, Handbook of Service Marketing ... encounter. Customer data can also be used to personalize the service CHAPTER FIVE • RELATIONSHIP MARKETING AND CUSTOMER LOYALTY 101 given to each customer. In large companies with substantial customer ... Benefits in Services Industries: The Customer& apos;s Perspective," Journal of the Academy of Marketing Science 26, no, 2 (1998): 101-114. 104 PART TWO • THE SERVICE CUSTOMER loyalty: a customer& apos;s

Ngày tải lên: 21/06/2014, 13:20

... and other customers) means that customers may pay the same price for a service. .. the same customer depending on the situation H o w customers feel about the net value of a service may ... supplementary services. Facilitating supplementary services aid in the use of the core product or are required for service delivery, while enhancing sup- plementary services add extra value for customers. ... new service concepts. Options may include eliminating certain supplementary services, adding new ones, transforming personal service into self -service, or rethinking the location where service

Ngày tải lên: 21/06/2014, 13:20

... characteristics of services. 2 Intangible Nature of Service Performances Since services are performances rather than objects, their benefits can be difficult to communicate to customers. Service providers ... of Customers (Lincolnwood, IL: N T C... activities C u s t o m e r Service Employees in customer service positions are often responsible for delivery of a variety of supplementary services, ... customer training, customer service, and word of mouth personal selling: two-way communications between service employees and customers... understanding of the service product and

Ngày tải lên: 21/06/2014, 13:20

... and (in certain types of services) serving the customer at a distance through physical or electronic channels. Customers Visit the Service Site The convenience of service factory locations ... Dealing with a service organization through arm's length transactions may mean that a customer never sees the service facilities or meets service personnel. As a result, service encounters ... between customers and service suppliers in which mail or telecommunications minimize the need to meet face-to-face. PHYSICAL EVIDENCE AND THE SERVICESCAPE When customers visit a service

Ngày tải lên: 21/06/2014, 13:20

... self -service equipment, or a combination of the two will serve customers. >- How fast service transactions can be executed, thus determining capacity. *- Whether service comes to customers ... In high-contact services, customers encounter service employees during service delivery This contact creates a fundamental distinction between the jobs of front-stage service workers ... that customers encounter when dialing customer service numbers. Recorded messages tell the caller how many people are ahead in the queue—these messages are updated continuously until a customer

Ngày tải lên: 21/06/2014, 13:20