Starbucks Case Study

As a registered manager it is imperative that myself and the staff team continually develop and improve our knowledge and skills. This can be achieved by building and maintaining positive working relationships by offering systems to enable staff to feel supported. There are various ways that this is achieved such as:

Since Chern’s is at the top of its game in training associates to provide excellence in customer service, those skills need to be refined to meet Chern’s standard even though sales associates will already have a good foundation of the concept of customer service upon hire. Communication and Technology, while not as critical as customer service and sales, are still very important to the role but the organization and train on methods of communication specific to Chern’s as well as on the technology staff will use to make them more efficient on the job once hired. Below is a sample of the Job Matrix for Chern’s:

It can expand its supply network by increasing its global presence. Starbucks has great opportunities in growing economies. It should create coffee houses in places such as India and China, where it has invested modestly now. Starbucks can also broaden its target market by offering more products. They could perhaps increase the number of stores that sell beer and alcohol, which could considerably increase their sales.

I can see an up in the personal experience for customers. Social connection is key to staff interaction with customers as these services to products and merchandise just adds to the Starbucks experience. Now changing things in the structure of selling coffee is what Starbucks does best. The easy going stages of the processes are streamlined. Culturally they are very good at fitting in to provide employees with training that allows not only greater knowledge, but a chance to be a part of not just a company, but a family of teams that work very close together. The only thought that if I could influence the change would be that some of the locations selected are very hard to get access to, and cause traffic issues. Over-all Starbucks has a strong leadership team and is very focused on keeping the flow of coffee going for years to come.

2. When Starbucks was rapidly expanding its store locations in 2006–2009 it made specific changes in order to facilitate that growth. What did Starbucks gain—and give up—as a result of each change?

The most important skill a new employee must be able to perform to have a successful career at the Retail store is customer service. Customer service is defined as an organization’s ability to satisfy their customers’ needs and wants (Ward, 2016). The new employees must interact with customers. The purpose of employee’s interacting with customers is to help them find the items they’re looking for (Ward, 2016). At the Retail store, customer service has a direct impact on our company’s image and reflects on how we take care the demands of their needs. To have a successful training plan, the presenter or department must work closely with upper management. Upper management have a more

Even so, just two weeks earlier Howard Schultz announced that the company will be expanding internationally. The plan is to open more than 1500 stores in Germany, France, and Britain over a 3-year span (Forbes, 2008). It is estimated that this expansion will boost revenue by more than 20 percent (MSN Money, 2008). In spite of Starbucks’ struggle among its love-hate relationship between customers and protesters, one thing that Starbucks

As far as the employee training is concerned, the employees are extensively trained so as such to ensure that they are able to satisfy the arising concerns and needs of the customers effectively and efficiently. They are actually made to practically exercise resolving complaints and other service problems on the spot. Moreover the employees

Service delivery through employees of the workforce: It’s important that they continue to make customer’s experiences as fulfilling as possible by providing a level of service through a fully trained

Firstly, Starbucks could use its enormous purchasing power and stores in all parts of the world, and offer customers non-food items and serve them coffee while they are

5. Should Starbucks make the $40% million investment in labor in the stores? What’s the goal of this investment? Is it possible for a mega-brand to deliver customer intimacy?

Customer demands and the rise in competition have caused many companies to focus on customer service and relations. The ability to provide great customer services has much to do with the success of many individuals and companies. Customer service isn’t about giving the customer exactly what they want. It involves skills such as problem solving, empathy, interpersonal skills, communication, and leadership abilities. Employee performance can be improved in many ways. Training is one way to emphasize employee performance. Each customer interaction is a representation on the company. How the employee handles the interaction is a direct determination of whether the customer will return.

Therefore, managers have to work towards their staff needs and as Pettinger (2007, p. 8) demonstrates ‘achieving things for people is based on perceptions and understanding of expectations, assurance and permanence which, together with the delivery of good quality products and services, all add up to immediate and enduring confidence.’ By all means, a good manager will always be trying to make everything that is in his power to raise the satisfactory of the staff he is supervising. However, raising the satisfactory of the staff is not the only criteria managers have to raise. In their plan of activity, as in any organisation, there has to be involved profit making. Managers have to be interested in growing the organisational profit and to see the potential of companies growth. Furthermore, organisational profit is not only counted in its revenue. As Pettinger (2007, p. 10) explains, there are a variety of factor in defining the organisational profit and the main is ‘increasing organisational reputation and confidence, as a result of the ways in which products and services are delivered, as well as attention to absolute expectations in meeting product and service volume and quality demands.’ Analysing this statement, we can see that the main focus is to expand the company by detecting the lack of skills in customer service skills and identifying the training which needs to be provided, in order to reach the

This has allowed them to have a closer relationship with their customers so they can understand their needs and constantly improve service.

Provide training, support and guidance as appropriate to co-workers and customers with in the company standards and guidelines