Improving Customer Service Quality at CoffeeVille

Maintaining the quality of customer service is crucial for organizational success. The report identifies changes needed in CoffeeVille to improve customer satisfaction, including developing a customer service database and conducting training programs for employees. Recommendations include implementing customer service software and on-the-job training to enhance understanding of customer data and improve employee performance. The report also outlines future directions for customer service strategies and a planned monitoring and reporting system to track changes in customer satisfaction.

Running Head: Report
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REPORT

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Table of Contents
Introduction...................................................................................................................... 3
Identification of changes.................................................................................................. 3
Recommendations...........................................................................................................3
The explanation for recommendations.............................................................................4
Recommendation 1:..................................................................................................... 4
Recommendation 2...................................................................................................... 4
Future directions for customer service strategies.............................................................4
Planned monitoring and reporting system for customer satisfaction................................5
Implementation of Schedule.............................................................................................5
Conclusion....................................................................................................................... 6
References.......................................................................................................................7

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Introduction
Maintaining the quality of customer service is crucial for organizational success. The
demands of the customers change continuously (Heinonen, Campbell & Ferguson,
2019). Organizations also need to alter their strategies with changes in the demands of
customers to satisfy them. As evident from the current scenario, the employees and
contractors of CoffeeVille lack knowledge of storage and usage of customer satisfaction
data. As an effect, addressing the issues in customer satisfaction becomes difficult for
the organization. The current report deals with the identification of the changes needed
in CoffeeVille to improve service quality and customer satisfaction level. The report also
includes recommendations for the organization to improve the quality of customer
service.
Identification of changes
The following changes are needed in CoffeeVille—
1. Developing customer service database— At CoffeeVille, presently no computerized
system is used to record customer complaints and keep track of those. Due to lack of
the computerized systems, identifying the complaint patterns and following up the
customers become difficult (Sengupta, Balaji & Krishnan, 2015). The lack of information
also prevents the organization from offering quality solutions to the customers.
2. Conducting training programs for employees-- The performance of employees is
important to deliver quality services and attain a high level of customer satisfaction. At
CoffeeVille, training programs are not financed adequately and it is restricting the
employees from developing a new skill. So, the way of conducting training programs
also need to be changed.
Recommendations
The following recommendations can be applied at CoffeeVille—

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1. Implementing Customer service software-- Use of software leads to more efficient
storage and management of data (Heinonen et al., 2019). It, in turn, can lead to the
development of a better understanding of customer service and satisfaction issues.
2. On-the-job training for employees-- On-the-job training for employees and contractors
is effective to develop new skills among the staffs without interrupting the regular work
(Keyes, 2016). The on-the-job training is beneficial for the employees also as they are
paid for undertaking the training.
Explanation for recommendations
Recommendation 1:
Organizational needs and priorities: The software can meet the organizational need for
storing and tracking customer data.
Principles of customer service: The collected data can enhance understanding of the
organization on issues faced by customers and address those issues accurately.
Consideration of organisational structure and operations: Use of software can increase
the visibility of the data across all levels of the organization. Therefore, the business will
become able to provide uninterrupted customer service.
Recommendation 2
Organizational needs and priorities: The on-the-job training can meet the organizational
need of increasing awareness among the employees and contractors on storage and
handling of customer data.
Principles of customer service: The training can enhance the quality of the customer
service by developing new skills among the employees and contractors (Keyes, 2016).
Consideration of organisational structure and operations: Use of on-the-job training is
effective for increasing participation of all levels of employees and conducting the
operations in an uninterrupted manner.

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Future directions for customer service strategies
The customer service strategies focus on the following directions—
1. Increased awareness on the customer data and follow up--- The increased
awareness of customers can enable the organization to avoid issues in future. The
increased awareness is effective to enhance customer engagement also.
2. Enhancing quality and professionalism while serving customers to improve
satisfaction-- The mission of CoffeeVille is providing the customers with quality services
and enhancingthe business growth. Increased satisfaction level of customers through
improved quality and professionalism is effective to retain them and increase the
business growth rate (Pan & Nguyen, 2015).
Planned monitoring and reporting system for customer satisfaction
The customer data will be tracked every month since the implementation of the software
and on-the-job training program. Tracking of the data can be effective to understand
whether the software and the training programs are bringing any positive impact on
customer satisfaction. The data on changes in customer satisfaction can reveal the
effectiveness of the training programs and identify the requirement for further changes.
Implementation Schedule
Task July
1st
week
July
2nd
Week
July
3rd
Week
July
4th
Week
August
1st
week
September
1st week
Implementing
customer
satisfaction
software
Conducting
On the Job

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Training
Tracking and
reviewing
customer
data
Implementing
Necessary
changes in
software and
arranging for
training (If
needed)
Tracking and
reviewing
data for the
second
phase
Table 1: Implementation Timetable
Source: Created by the researcher
Conclusion
The discussion indicates that lack of knowledge to store and handle customer data is
the key issue to improve service quality. CoffeVille management should use customer
satisfaction software to improve data storage and tracking activities. The management
also needs to conduct on-the-job training programs to improve the performance of
employees and achieve better service quality.

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References
Heinonen, K., Campbell, C., & Ferguson, S. L. (2019). Strategies for creating value
through individual and collective customer experiences. Business Horizons, 62(1), 95-
104.
Keyes, J. (2016). Implementing the IT balanced scorecard: Aligning IT with corporate
strategy. Auerbach Publications.
Pan, J. N., & Nguyen, H. T. N. (2015). Achieving customer satisfaction through product–
service systems. European Journal of Operational Research, 247(1), 179-190.
Sengupta, A. S., Balaji, M. S., & Krishnan, B. C. (2015). How customers cope with
service failure? A study of brand reputation and customer satisfaction. Journal of
Business Research, 68(3), 665-674.