Starbucks Customer Service: Developing an Employee Training Plan

This report focuses on developing a comprehensive employee training plan for Starbucks to enhance customer service quality. It begins with an executive summary outlining the core issues of poor customer service and the proposed solution: a systematic approach to training. The report details the importance of employee training and development, covering communication skills, team building, and problem-solving. It analyzes training needs, designs the training program, and develops training materials, including on-job training and various teaching methods such as videos and group discussions. The report includes a systematic approach to training model, a training delivery model, and a table outlining the training needs, expected outcomes, and timeframes. Furthermore, it evaluates the effectiveness of the training through candidate assessments, employee satisfaction, and organizational impact. Finally, the report concludes with a discussion on the benefits of the training program, including improved customer satisfaction and increased sales, supported by a comprehensive bibliography of relevant sources.

Running head: HUMAN RESOURCE AND MANAGEMENT
Human Resource and Management
Name of the Student:
Name of the University:
Author Note:

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HUMAN RESOURCE AND MANAGEMENT
Executive Summary
The report aims to deal with the poor customer service quality of the chosen organization
Starbucks. The study will involve the development of employee training module in the form of a
Systematic Approach to training that will include a thorough assessment of the training needs
and requirements. Therefore, the Training Manager of the Starbucks Company will effectively
address the hindrances coming in the way of customer service and satisfaction

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HUMAN RESOURCE AND MANAGEMENT
Table of Contents
Introduction......................................................................................................................................3
Discussion........................................................................................................................................4
Development of training plan for Starbucks using systematic approach to training.......................4
Analyzing Training Needs...........................................................................................................5
Design of Training.......................................................................................................................7
Development of training materials..............................................................................................8
Effectiveness of Training Results and Effectiveness.................................................................12
Conclusion.....................................................................................................................................14

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HUMAN RESOURCE AND MANAGEMENT
Introduction
The report deals with training and its importance in the company Starbucks which will
enhance the quality of customer service and operations. training is essential to emphasize on
employee training and development program which would include the staffs serving customers
in the outlets, shift leads, and HRM of Starbucks. Well-coordinated customer service will ensure
Starbucks to create a niche in the market and hold a position of financial dominance. The
training plan would focus on effective communication skills, team building, problem solving
skills, better food packaging, and delivery and obtaining a proper feedback from the trainees at
the end of session. During the training planning a systematic approach to training would be
implemented to ensure that the training plan emphasizes on the company’s objective to ensure
finest customer service.

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HUMAN RESOURCE AND MANAGEMENT
Discussion
Development of training plan for Starbucks using systematic approach to training
Analysis of the Needs of Training
Design of Training
Development of Training Materials
Implementation of the training
Evaluation of training result and effectiveness
feedback
Figure: Systematic Approach to Training Model
Source: Author

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HUMAN RESOURCE AND MANAGEMENT
In order to analyze training needs, it is of utmost importance to apply a systematic
approach to training (SAT). It can provide with a comprehensive assessment of the needs and
shortages that Starbucks is confronting in providing the best customer services. The model of
systematic approach to training will assess the core competencies and its lacks in the employees
in order to expect consistent performance from them.
Analyzing Training Needs
The training and development plan would focus on the development of activities that
would facilitate for a better communication with the employees. In this case, the employees need
to incorporate skills like patience and record keeping skills that would be introduced to them
during the training sessions.
Training and
Development
Required
Name of
Candidate
Expected Outcome Period of
Time
Required
Conducted By Review and
Results
Improving
Communication
and Listening
Skills
Providing
professional
services in a
customer-oriented
manner
7 days
Improving
Language Learning
Skills
Learning of two
foreign language
for easy
communication,
implications of
words used, usage
of positive
language while
10-15 days

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HUMAN RESOURCE AND MANAGEMENT
communicating
Time Management
Skills
To handle
customer related
problems in a
professional
manner, better
catering of services
within allocated
framework of time
and take better
control of the
conflicts with
maximum
comprehension of
customer-oriented
problems.
Problem Solving
and Critical skills
This will develop
the employee’s
abilities to use data
and information
and skills for
providing
enhanced customer
service. This would
help them in
implementing
better solutions.
5-7 Days

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HUMAN RESOURCE AND MANAGEMENT
Design of Training
Skills Taught Rationale Objectives Follow-up Action
Problem solving and
Critical Skills
Employees will be able
to choose the best
strategy for improving
services and
productivity.
Improvement in data
operation, equipment
operation professional
handling of tasks
Periodic activities on
the newly acquired
skills
Communication and
Listening Skills
Better connectivity so
that individual
performance goals are
aligned with
organizational goals
Smooth operation
irrespective of cultural
or language barriers
Reports and handouts
on the lesson and short
discussion
Language Learning
Skills
Increase workforce
diversity and promote
the organization at
global level
Transparency while
communicating with
customers
Meeting customer
expectations
Creative scenarios for
the proper application of
vocabulary
Time Management
Skills
To improve customer
satisfaction ratings and
reviews
A survey on how to
complete tasks within
the shortest possible
time

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HUMAN RESOURCE AND MANAGEMENT
Training Delivery
Training Delivery Mode Advantages
On-job Training  Ensures the employee is
learning and working
simultaneously
 Development of skills
relevant to the job role
 Economic usage of time
and assuring employee
productivity
Figure: Training Delivery Model
Source: Author

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HUMAN RESOURCE AND MANAGEMENT
Development of training materials
Skills Mode of Teaching Additional Sources
Provided
Timeline Instructed By
Improving
Communicatio
n and Listening
Skills
 Interpreting videos
clips and
communicating
across the team
 Teaching Body
Language and
Communication
 Interpreting
pictures and tone of
voice
 Facilitating face to
face conversation
scenarios
 Active
listening
clips
 Learning
videos
5-7 days
Improving
Language
Learning Skills
 Showing video
clips
 Reading of
newspaper clips
and journals
 Providing
workbooks
for best
practice
9-10 Days

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HUMAN RESOURCE AND MANAGEMENT
 Communicating in
team with different
languages
Time
Management
Skills
 Setting of tasks as
teams and
individually within
allocated time
frame
 Journals on
improving
time
management
skills
 Exercises to
stay
physically fit
7-10 days
Problem
Solving and
Critical Skills
 Conflict scenarios
to assess and
provide best
solutions by the
trainees
 Identifying the
lacks of employees
 Facilitating group
discussions
regarding solutions
and efficiency
 Thought
provoking
questionnaire
 Mistake
driven
training
activities
6-10 days

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HUMAN RESOURCE AND MANAGEMENT
Implementation of Training
Training Needs
Assessment
Implementation of
Training Objectives
Development of
Training Module
Individual Assessment
and Remarks
Improving Customer
Service Quality
Develop Employee
Commitment and
Staff Retention
Provide PowerPoint
presentation on
strategies and
development of
required skills
Making Workers
more cooperative
Improving the
reputation of
Starbucks
Manual to prompt
employees to use
acquired skills
Swift performance Expanding
organizational
resources
Encourage
participants to adopt
technology and quick
action
Hygiene Maintenance Creating loyal
customer base
On-site training on
measures to maintain
hygiene