Consumer Service and Satisfaction

Running Head: CONSUMER SERVICE AND SATISFACTION
CONSUMER SERVICE AND SATISFACTION
Name of the Student
Name of the University
Author’s Name

CONSUMER SERVICE AND SATISFACTION
1
Motivating Help Desk Staff:
Every business organization has its own help desk section which is no doubt considered
as one of the most vital section of an organization. These are the employees who are responsible
to engage in direct conversation and communication with the customers and in a broader aspect
intend to affect the very image of the business (Appiah Pearson & Kershaw, 2014). No matter
how big or small an organization is, the helpdesk staffs play a very crucial role in deciding how
much business will actually enter the organization’s periphery and how many customers can the
business retain in the longer run. Therefore in order to maintain a sound and organized help desk
operation, it is very necessary to understand the vital functions that these employees play and
how important it is to keep these staffs motivated to help the business foster.
Analyzing big brands like Starbucks, it can be identified as one of the strongest examples
of how the mangers in this origination constantly work towards building the employee moral
specifically enhance the operational knowledge of the help desk staff to ultimately deliver the
best service to its customers and maintain the brand’s image.
Starbucks Corporation is recognized as one of the top most retain coffee brands in the
world, with more the 400 branches operating across the globe and is considered as one of the
most positive and employee friendly organizations with a very low employee turnover and high
employee satisfaction. It has been ranked as one of the top ten UK workplaces by the Financial
Times in the year 2018 (Ivanov, Tsipoulanidis & Schönberger, 2017). Thus, the key
consideration that needs to be identified to keep the operational desk staffs motivated and
satisfied includes: