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Customer Service

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Introduction

TASK 2 COSTA COFFEE Good customer service shows a number of features involved to make it successful for example the appearance, the helpfulness and reliability shown from staff to their customers. Customer service needs to be monitored in a procedure to apply to the level of service that will make sure that customer satisfaction is occurred and to be ensured. Good customer service is made from both internal and external customers. The internal customers have to provide the excellence of service to their external customers by making sure that products and services are provided to customers to meet their needs and expectations. Because most businesses i.e. competitors sell similar products and compete on pricing and service provided. So customer service is very important as it is differentiated by businesses for them to achieve and provide the best possible service to attract the customers towards their business. This is their main aim by satisfying customers with the best quality products and service possible to repeat sales and to meet their needs which will give them a good competitive edge. There are many customer service facilities offered by Costa Coffee which help improve customer service for the business which are split into six categories: Communication Effective communication is fundamental to customer satisfaction. Every aspect of the way a business operates depends on how well it communicates with its customers. Communication is very important within businesses like Costa Coffee, with good communication skills from all staff within the business it can result to good customer service i.e. face to face service being polite and treating customers friendly with respect. This can show good customer service to external customers which will help show a good image for the business and increase sales attracting customers. This communication is made verbally in store between internal and external customers. Communication by Costa can be made written by posting letters to their regular customers for example or advertising adverts of promotion about the business which may help attract customers. ...read more.

Middle

* Costa need to improve their customer service and meet customer needs. For example improve their prices, they can either reduce the price of each product by a slight percentage or could offer plenty of special offers which will attract customers even more. To improve the environment of the store they can get staff to focus on keeping the store tidy at all times, and all tables and chairs located in appropriate locations, this would improve accessibility to all customers. If they improve on their services overall next time a survey would be carried out on Costa may rank higher than in the current analysis. After analysing the external questionnaire and strengths and weaknesses, I thought I could make some recommendations for Costa which on some aspects of services which came under as weaknesses. As a Costa Coffees external customer I could recommend to Costa to improve their prices on their products and make them more realistic and affordable for more variety of customers who have an interest within the business who may even change their mind and build an interest within the business attracted by the price range and special offers for example advertised by Costa on their drinks. As Costa has a good brand name for the business there is a possible chance for Costa to receive sales revenue if they improve on their most important aspect of service which was resulted as the biggest weakness for Costa from its customers, and from the results seen I would have the same opinion that the prices are too high for a drink of coffee and that they can be reduced or special offers can be offered for customers to incentive buy. Also I would highly recommend Costa improve their environmental services within the business for example the layout of store which customers thought that was untidy and not suitable for customers to attend to within the store and make a purchase while being seated, maybe they weren't satisfied with the way seats and ...read more.

Conclusion

They may not be reliable to make a coffee drink for customers or to delegate tasks to staff for example. This aspect of service can be improved if the manager's availability was a 100% then employees would be under more risk and would have no choice but to become reliable workers or may have to face the consequences of being unemployed from decisions of the manager. Another recommendation I would say for them to improve on is the managers availability, this aspect of service could help improve all other aspects of services together. As the manager has a big role within the business and has high responsibilities towards the business when employed with this job role. If the manager is available more often employees will have to be more serious to their work as they will know they are under the risk of being sacked or fired so they won't have a choice but to work appropriately and complete tasks given. They will have to show a good image towards the business in front of the manager and have to show they are working hard. This has a possible chance of building motivation between workers which give a possible chance of the communication building between workers who might even be given orders to work as a team, without any choice. This will improve most of the services within the business which are known to be poor from the internal customer's opinions. So overall I think that the managers availability should be seriously improved and that the manager should be available at all opening times of the store and more aware of what's going on within the store and more focused with the job role given which can help the other 2 aspects of services "the communication and reliable workers" be improved which overall can bring improvements towards the business which can change the business overall and changes can be made in other aspect of services by the manager for example to improve the business for Costa. Usman Ahmed 1 ...read more.

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