Effective Customer Service in Business: Starbucks Analysis Report

This report examines the critical role of customer service in business success, using Starbucks as a case study. The introduction defines customer service and its importance in enhancing customer satisfaction, reducing barriers to purchase, and increasing customer numbers. The report then provides a short note on customer service, highlighting its impact on brand awareness, appropriate actions, monitoring progress, and establishing rapport with customers. The report analyzes Starbucks' customer service strategies, including how it upgrades its strategies and understands customer needs. The report also offers recommendations for improving brand awareness and generating more loyal customers. The conclusion summarizes the findings, emphasizing the vital role of customer service in organizational growth and success. The report references various books and journals to support its findings, providing a comprehensive analysis of customer service within a business context.

CUSTOMER
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................1
Short note on customer service...................................................................................................1
Recommendations ......................................................................................................................2
CONCLUSION ...............................................................................................................................2
REFERENCES ...............................................................................................................................1

INTRODUCTION
Customer service is related to ensure that customers are satisfied with the products and
services of company. It focuses on resolving all issues and queries. In addition, customer service
is helpful in decreasing barriers of purchasing and increases the number of customers for a
business organisation. (Wilson and et. al., 2012). Starbucks is the chosen organization in this
project; the report will be describing effective uses of customer services in within a business
organisation in an adequate manner.
Short note on customer service
It is essential for every business organization to render effective customer services to
influence target people for purchasing products and services of company. Along with this, it also
adds values among company's goods and build up market image also. Starbucks timely upgrades
its strategies for customer services. It helps the firm to know about the exact the needs and wants
of potential buyers. Small entities which are not having effective customer service cannot stay in
competition and also, they do not achieve their goals and objectives effectually (Jasmand
Blazevic and de Ruyter, 2012). Thus, it is important to create healthy relations with clients. If
firm has loyal customers then it easily accomplish its goals and objectives in competition. In the
modern era, business organizations are implemented sufficient customer services in order to
attract a large number of people from there. Apart from this, major aim behind rendering
customers services is to take buyers' feedback and reviews on the quality of goods of company.
Below mentioned a significance of strong customer services, that are stated as under: - Build brand awareness – It is the main importance of customer services that are helpful
in order to increase brand awareness of company. Starbucks coffee is spreaded among all
over the world and there are many loyal customers are connect with it. But there are also
serveral competitiors' are available in market, so as company needs to introduce its
products among potential customers so as they can tend towards this brand. . It would
increases brand awareness among buyers taht is good to the firm. (Ganguli and Roy,
2011). Helps in taking appropriate actions – Customer services are capable to assess the
urgency of buyers' request and their feedback. When managers are able to know about
customers’ demand so they would produce accordingly. This will also put a huge impact

on taking appropriate actions towards the strategies and policies of customer service
department. Apart from this, it also give ways that how to modify the products which are
able to match market needs and demands. Monitor procedures and progress – Customer services are helpful in monitoring the
progress of marketing plan by taking customer’s feedback and reviews (Jasmand,
Blazevic and de Ruyter, 2012). It provides prompt services to customers so as to attract
them in the competitive market. In addition, these feedbacks clarifies that whether the
plan is working effectively or not.
 Establish rapport with customers – If business organizations are effectively providing
high quality services and products to their clients, it will increase long term relationship
will loyal customers that will lead to increase sales and make higher profits for
organization.
Recommendations
From the above case study, it can be said that managers that need to improve brand
awareness and generate more loyal customers towards company. When employees are regularly
in contact with their clients then they can easily improve the quality of products and services and
meet market requirements.
CONCLUSION
As per the above research, it can be concluded that customer services play a vital role in
the growth and success of business organizations. The project report is rely upon customer
services of Starbucks. It involves significance of customers servives i.e. Increasing numberours
customers, enhacing market share of the company etc.

REFERENCES
Books and Journal
Ganguli, S. and Roy, S. K., 2011. Generic technology-based service quality dimensions in
banking: Impact on customer satisfaction and loyalty. International journal of bank
marketing. 29(2). pp.168-189.
Jasmand, C., Blazevic, V. and de Ruyter, K., 2012. Generating sales while providing service: A
study of customer service representatives' ambidextrous behavior. Journal of Marketing.
76(1). pp.20-37.
Raub, S. and Liao, H., 2012. Doing the right thing without being told: joint effects of initiative
climate and general self-efficacy on employee proactive customer service performance.
Journal of Applied Psychology. 97(3). p.651.
Wilson, A. and et. al., 2012. Services marketing: Integrating customer focus across the firm.
McGraw Hill.
Online
Why is Customer Service Important?, 2002. [Online]. Available through:
<http://businesscasestudies.co.uk/business-theory/operations/the-importance-of-
customer-service.html>. [Accessed on 22nd August 2012].
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