Discuss about the Poor Customer Service Quality Of Starbucks.
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.
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.
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 communicating |
10-15 days |
|||
|
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 |
|
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 |
| 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 |
|
Skills |
Mode of Teaching |
Additional Sources Provided |
Timeline |
Instructed By |
|
Improving Communication 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 · Communicating in team with different languages |
· Providing workbooks for best practice |
9-10 Days |
|
|
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 |
|
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 |
|
Candidate’s Name and Designation |
Evaluation Remark |
New Skills Acquired |
Employee Satisfaction |
Organizational Impact |
Cost |
|
A |
· Ability to work under pressure · Working independently |
Average |
· Better employee retention and staffing |
$1,332 |
|
|
B |
· Fluent communication skills · Ability to work as a team |
High |
· Employees are aligning organizational goals with their own goals |
$1450 |
|
|
C |
· Better flexibility · Accuracy in food packaging and understanding customer requirements |
Medium |
· More productivity and positive feedback from customers · Optimum utilization of resources |
$2000 |
|
|
D |
· Punctual service · Proper listing of orders · Accurate monetary transaction |
High |
· Employees needing less supervision and delivering better performance on a regular basis · Promoting employee motivation in all departments |
$1800 |
|
|
E |
· Ability to conduct sales analysis · Excellent verbal and written communication · Effective conflict resolution and providing customer satisfaction. |
Below Medium |
· Increased sales rate · Increase in customer loyalty · Flexibility in employee-management relationship · Less complaints from employees |
$2200 |
Conclusion
From the above discussion it can be concluded that traning and grooming sessions are effective for conflict resolution, providing customer satisfaction and developing smooth communication by learning new skills. The company will consequently be able to increase its number of sales as a result of the customer training and program.
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