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Devising Customer service standards

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Imagine you have been hired as the Client Services Director for Starbuck and have been charged with compiling a new set of customer service standards. (If you have already defined the organization as being customer-responsive, imagine you are devising the standards which were originally used to create that excellent customer-responsive culture). Carefully structure a set of customer service standards for the company which encourage employees to provide the best customer service possible.

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Solution Summary

This explains and outline the customer service standard by taking an example of Starbucks

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Starbucks is a large multinational chain of coffee shops with corporate headquarters in Seattle, Washington. Besides coffee it also serves other drinks, both hot and cold, and pastries. The company has 130,000 employees worldwide at 11,377 stores in 37 countries and plans to grow to 30,000 stores globally. It has about 80 corporate stores in Michigan. Starbucks is opening stores at a rate of five a day and saw its sales rise 20% last year to $6.4 billion. Profits rose nearly 8% to $494 million in year (2005)

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Customer service standards

StarBucks is expanding its menu to cater to the family and other segments. They are also expanding internationally. Also it is increasing its reach to frequent fast-food consumers who lead an active lifestyle and are seeking a balance of nutrition, taste, and value. This is good but future growth will be driven by the customer loyalty. Customer loyalty can only be increase by raising the customer service ...

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