Do you want to know about some of the top customer service examples? Starbucks is always at the top of my mind when it comes to organizations that provide exceptional customer service, and here\u2019s why\u2026<\/p>\n
Setting service standards and educating your personnel to meet them isn\u2019t the only way to achieve greatness. It\u2019s all about cultivating a service culture that encourages staff to add their own unique touches.<\/p>\n
Consider this: by 2023, consumers will be able to handle 85 percent of their interactions without ever having to speak to a human. In today\u2019s SoLoMo world, customers are more likely to conduct their own research on your firm before contacting you, and you only get one chance to make a good first impression.<\/p>\n
Starbucks, the coffee behemoth, is known for its excellent customer service. For better or worse, the company\u2019s strategy has helped it gain global recognition. In a recent webinar titled, \u201cThe Last Digital Mile: Orchestrating Channels, Data, and Design to Thrive in a Digital World,<\/em>\u201d Janet Bailey, director of the customer service at Starbucks, offered some of her top digital customer service suggestions. We\u2019ll thorough those latter in this text.<\/p>\n First off, let\u2019s start with the basics\u2026<\/p>\n According to a real-life story by, Franck Louveau<\/a>, Wei (his name is of Asian origin), his buddy, had invited other friends to join him for coffee at a Starbucks in Geneva (that was just before the COVID-19 restrictions). While waiting for his companions to arrive, he purchased a coffee and, as is customary at Starbucks, the attendant requested for his name to be written on the cup. Wei wasn\u2019t a well-known name in Geneva, so the waiter scribbled \u201cWayne\u201d on the cup. Wei politely corrected the attendant\u2019s mistake.<\/p>\n He then sipped his favorite coffee and then thought it was time for a second coffee because his friends were late. According to logic, the attendant should have gotten it right this time.<\/p>\n Instead, after giving Wei a second look and perhaps taking inspiration from Wei\u2019s attire (a well-groomed dark suit), he scribbled \u201cBruce Wayne\u201d on the new cup, establishing a link to the identity of the DC Comics persona behind Batman.<\/p>\n That was accompanied by a complicit smile. The funny nonsense came to a natural conclusion with the drawing of a bat above the name Batman clearly printed on the last cup when it was time for a third coffee (the pals eventually arrived \u2013 \u201cawfully\u201d late as they say in London). As<\/p>\n Frank would put it, that day, a superhero was revealed, and it was none other than Wei, a regular customer.<\/p>\n A good service, from the standpoint of a brand or company, is the consistent delivery of what the brand has promised \u2013 whether it be a luxury or a standard brand.<\/p>\n The level of service excellence should be judged in relation to the brand promise rather than in absolute terms. That is to say, in the instance of Starbucks, \u201cWe are not in the coffee business serving people but in the people business serving coffee,\u201d<\/em> in the words of its founder Howard Schultz. Starbucks places a premium on the quality of the customer experience, therefore both coffee and service follow a different philosophy: a people-centered approach.<\/p>\n Not at all! Different means that the service and experience are rated on their ability to deliver the experience that was promised rather than in comparison to other coffee providers.<\/p>\n Consider the example of the cardboard cup.<\/p>\n At Starbucks, a cardboard cup is not the vehicle of greatness, as a fine porcelain cup could be in another coffee shop. The brand promise is tied to the customer experience: a people-centered approach in which you will be served a coffee with your name on it, in your preferred flavor and size, and most of all, in a beautiful location. You can relax and wait for your buddies at Starbucks, work, or take your coffee with you and walk to your next meeting.<\/p>\n In the case of Frank\u2019s friend Wei at Starbucks, I feel we can plainly see the employee going above and above. The staff could have corrected the name immediately away and apologized for the misspelled mistake from the start. Instead, the employee made the correct decision to create a one-of-a-kind customer experience for Wei to share with others.<\/p>\n Service excellence, in my opinion, blossoms when the customer experience is one-of-a-kind, constructed with special care for the client or guest, emotive, and ultimately memorable.<\/p>\n What we can see in this Starbucks example is not only the rightservice performance but also the right employee mindset, which reflects in results that are above and beyond expectations.<\/p>\n Starbucks \u2013 and other organizations \u2013 provided a work atmosphere and service culture that allowed employees to not only decide what is best for the consumer but also to develop solutions for each customer in a specific setting that will provide a unique and memorable experience.<\/p>\n And when it comes to managing service excellence, this is a crucial lesson to remember.<\/p>\n Service excellence entails not just precise execution and operational aspects of your organization, but also empowering each of your staff to fulfill your brand promise. It\u2019s acknowledging that your brand\u2019s customer experience is a critical component. It\u2019s all about:<\/p>\n If you want your employees to help you deliver on your brand promise, you must have a reciprocal connection with them. In essence, it\u2019s a partnership between you and your employees if you demonstrate your worth and gratitude for them and their efforts.<\/p>\n Even a minor hiccup may be turned into a beneficial experience in this regard since, at the end of the day, \u201cpeople will forget what you said, they will forget what you did \u2013 but they will never forget how you made them feel\u201d (Maya Angelou)<\/p>\n Today, 84% of customers believe that a company\u2019s experience, Starbucks for example, is just as important as its products or services. Only 8% of customers say they receive a \u201cbetter experience,\u201d while 80% of businesses believe they do.<\/p>\n What\u2019s the source of this pause in customer service? As a manager in charge of a service company, how should we approach it? How can a service-oriented culture be established? How can we identify the dynamics of excellence \u2013 which is also the dynamic of value creation in the \u201cservice profit chain at work\u201d \u2013 as a group?<\/p>\n It\u2019s not enough to provide \u201cexcellent service\u201d to turn a consumer into a brand advocate. If you treat your clients with respect, they will respect your brand. Working on customer service will increase brand advocacy among your target audience and inspire individuals to tell others about what they like about your company. Of course, operational excellence must be combined with customer service if your firm is to achieve a position where every connection with a customer provides a memorable experience.<\/p>\n It will aid in the development of long-term consumer relationships as well as brand loyalty. When a member of your team establishes an emotional connection with a customer lke the Starbucks example, the best customer experiences are achieved. Customers become loyal because they are emotionally attached to your product or service, and they recall how they feel when they use it.<\/p>\n The important questions you should be asking yourself if you want to provide excellent service are;<\/p>\n The people are what matter here: if you treat your staff and customers as human beings, everything else will fall into place. If you treat your employees like partners, they\u2019ll go above and beyond what you imagined was possible. And if you think of your customers and communities as \u201cthe people you serve,\u201d you\u2019ll develop a strong bond with them, and they\u2019ll return again and again.<\/p>\n It\u2019s 5 p.m., and you need a quiet space to finish a crucial presentation. At home, video games keep you occupied; at work, on the other hand, there\u2019s a mountain of paperwork on your desk. What you truly need is a \u201cthird place,\u201d a place where you can work in peace while being caffeinated.<\/p>\n That\u2019s the appeal of Starbucks, a coffee shop that has built a reputation on this philosophy since 1971. Not only that, but one Venti cup at a time, they provide some of the best customer service in the industry. Starbucks knows how to provide excellent customer service.<\/p>\n It continues to grow and think of new methods to provide their customers more than simply scorching hot coffee and exquisite lattes, and here is why they get it right every single time.#<\/p>\n Starbucks released \u201cMy Starbucks Idea\u201d in 2008, which was a stroke of genius. The idea was to provide customers with a more convenient manner to express suggestions and complaints than a suggestion box.<\/p>\n As a result, over 300 of the microsite\u2019s ideas have been implemented in Starbucks locations throughout the world. The new Hazelnut Machiatto flavor, a free birthday treat, and even the iconic green splash sticks, which are now on the self-service counter near the napkins and sleeves, are just a few of the highlights. All of this came about as a result of listening to what customers wanted and making the appropriate adjustments.<\/p>\n Whether given away for free or sold at a gift store, custom promotional gifts are always valuable. With their eye-catching travel mugs, tumblers, and ceramic mugs printed with their mermaid logo, Starbucks knows all about value.<\/p>\n Every season, they switch up the drinkware to keep things interesting for their devoted fans. Starbucks mugs are now among the most well-known promotional items of all time! They\u2019ve even appeared in popular flickslike The Devil Wears Prada and hit shows like Sex and the City. It just goes to show that a great promotional item is always the center of attention!<\/p>\n Starbucks has created a pleasant and welcoming environment. Customers feel at ease in their stores because every aspect, from the lighting to the furnishings, has been meticulously examined.<\/p>\n Take the round tables, for example, which were intended to make solo persons feel less alone while simultaneously allowing bigger groups to communicate. This option is useful for everything from study sessions to business meetings.<\/p>\n It also demonstrates Starbucks\u2019 attention to detail. They\u2019ve established a welcoming atmosphere that encourages people to come back again and again, which is the goal of every successful business.<\/p>\n My Starbucks Rewards<\/strong><\/em>, which began in April 2016, is a loyalty program that rewards frequent customers with perks and advantages. Every $1 spent earns you two \u201cstars,\u201d which can be redeemed for free drinks, the opportunity to pay by phone, and a fast pass through the queue. You can even obtain a unique Starbucks Rewards Visa\u00ae Card if you\u2019re very dedicated.<\/p>\n People like My Starbucks Rewards because they get something for free and have a better mobile app experience. These are aspects in customer service that should never be overlooked.<\/p>\n Starbucks now ranks alongside global brands such as Apple, Coca-Cola, and Google.<\/p>\n All of these businesses are well-known in the United States and around the world, and for a coffee shop to land such a prestigious spot is nothing short of remarkable.<\/p>\n When you first consider opening a coffee shop, your first thought may be on the sales. However, what Starbucks has done really well is create a positive customer service experience. So here are a handful of Starbucks customer service takeaways:<\/p>\n Find the white space and the platform where your audience is reaching out to you, and focus on it. Starbucks has a total of 35 million Facebook likes, 8 million Twitter followers, and 4.8 million Instagram followers.<\/p>\n On these platforms, Starbucks is always asking for input and participating in conversation with its customers.<\/p>\n It\u2019s no surprise that the Starbucks Card app accounts for 18% of all transactions. Today\u2019s consumers spend more time on their phones than on any other gadget. It\u2019s critical to personalize your mobile experience for your target audience.<\/p>\n So ask the important questions like; Is it more convenient for them to use an app? Is it possible to have a mobile-friendly website? When do your clients visit your mobile site and\/or app, and how often do they do so?<\/p>\n Starbucks understands that the experience is just as important as the product. Each Starbucks shop has the same appearance and feel as the others, but is tailored to the local area. Your coffee is served by baristas who know your name. If it\u2019s not exactly what you requested, they\u2019ll make it right and ask how they can improve your experience.<\/p>\n Starbucks just announced a partnership with Spotify in which employees would create customized playlists for each store location.<\/p>\n By asking questions, you can assist customers in making decisions. Do you know what distinguishes Starbucks from other brands? They\u2019re not only order takers; they\u2019re also problem solvers.<\/p>\n Starbucks baristas ask questions, and it\u2019s a very efficient procedure that helps customers complete a transaction effectively. As a result, you\u2019ll frequently hear them inquire of a new customer, \u201cDo you prefer coffee or tea?\u201d \u201cDo you want your coffee hot or iced?\u201d<\/p>\n Basically, you\u2019ll lose clients because they don\u2019t know what they want but if you ask them questions to assist them decide.<\/p>\n At Starbucks, a barista puts your name on your cappuccino cup and announces your name at the counter. Knowing your customers\u2019 names is only the beginning of getting to know them better and keeping them as customers.<\/p>\n Also get to know them better. Starbucks personnel are not just familiar with their clients\u2019 names, but also with their personal lives and enterprises. They know if Roger is a writer or if Sally meets with her friends every Friday at noon to plan their Saturday soiree.<\/p>\n This may appear to be unjust, but believe me when I say that taking responsibility for the outcome of your customer transactions is wise. By not blaming clients who are sometimes at fault, Starbucks baristas always ensure that they are providing a better customer service experience.<\/p>\n Don\u2019t prove the customer wrong, or they\u2019ll leave with a slew of negative stories about you to tell their friends. Instead of focus on who did the right thing, resolve the conflict.<\/p>\n Smiles appear to be contagious at Starbucks, and it\u2019s something they do really well most of the time. With funny banter, dialogue, or a comment on a new haircut, baristas make their customers grin.<\/p>\n Make an effort to brighten your customers\u2019 days when dealing with them. You\u2019ll see that if you cheer up your customers, you\u2019ll be able to keep them.<\/p>\n Allow for as much individualization and customization as possible. It\u2019s impossible not to notice customization and personalization in your Starbucks orders.<\/p>\n It\u2019s as if the consumer gets to choose whether he wants his caramel macchiatto with less than one shot of espresso, iced, or with more caramel. As a result, it is now known as \u201cTroy\u2019s drink\u201d or \u201cAmabel\u2019s drink\u201d rather than \u201cStarbucks\u2019 drink.\u201d<\/p>\n A smooth experience is provided via real-time customization or customization based on a barista\u2019s recommendation. Be flexible in everything you deliver to your customers, from product or service offerings to everything you deliver, and they\u2019ll appreciate you for it.<\/p>\n There\u2019s never a chance at Starbucks that quality isn\u2019t a top concern. It\u2019s also something they do consistently and effortlessly, as if it\u2019s built in their DNA. Of course, as a worldwide brand with a great regard for quality, Starbucks follows a very efficient and methodical process to ensure that every drink it serves to consumers meets certain quality criteria.<\/p>\n Do we make a conscious effort to ensure that our clients obtain high-quality products? Are our systems capable of consistently meeting and delivering the same high quality in our products and services?<\/p>\n Starbucks is a great example of a profitable corporation with excellent customer service procedures. It doesn\u2019t just state customer service or care for the sake of saying it. It is a goal among the partners or employees who work for it.<\/p>\n Starbucks\u2019 meticulous placement of an efficient system and process comprised of various touch points, such as the initial greeting, atmosphere, product displays, baristas, and check-out experience, demonstrates that the company understands customer service experience. From the beginning to the end of the visit, they ensure that customers are completely satisfied.<\/p>\n Call Starbucks Customer Service if you can\u2019t find out where to file a complaint. The number to call is 1-800-782-7282. In the United States, every licensed Starbucks has a district manager who works directly for Starbucks. Hopefully, your suggestions will be forwarded to the district manager.<\/p>\n To make a complaint about Starbucks, you can send an email. The address to use is investorrelations@starbucks.com<\/strong>.<\/p>\n If you are unhappy with your food or beverage item for any reason, Starbucks says on its website that they will gladly remake it for you. Call 1-800-STARBUCKS to return an unused Starbucks Card with the original receipt (782-7282).<\/p>\n \n\t{ Call Starbucks Customer Service if you can’t find out where to file a complaint. The number to call is 1-800-782-7282. In the United States, every licensed Starbucks has a district manager who works directly for Starbucks. Hopefully, your suggestions will be forwarded to the district manager.<\/p>\n “ To make a complaint about Starbucks, you can send an email. The address to use is investorrelations@starbucks.com<\/strong>.<\/p>\n “ If you are unhappy with your food or beverage item for any reason, Starbucks says on its website that they will gladly remake it for you. Call 1-800-STARBUCKS to return an unused Starbucks Card with the original receipt (782-7282).<\/p>\n “Starbucks Customer Service: Overview<\/h2>\n
What is Service Excellence?<\/h2>\n
Does that make Starbucks coffee excellent?<\/strong><\/h3>\n
How can anyone expect to serve coffee in a cardboard cup with any level of excellence?<\/h3>\n
Read Also: STARBUCKS LOGO: Evolution, Significance, Branding Models & Tips<\/a><\/h5>\n
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Read Also: Employee of the Month: Best Practices, Templates & Ideas<\/a><\/h5>\n
Service Excellence: Creating Customer Experiences That Build Relationships<\/h2>\n
Read Also: NIKE LOGO: The Story Behind Great Branding!!!<\/a><\/h5>\n
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Why Starbucks Gets It Right When It Comes to Customer Service<\/h2>\n
#1. They Pay Attention to Their Clients<\/span><\/h3>\n
#2. They Invest in Branded Merchandise<\/h3>\n
#3. They Provide a Relaxing Environment for Everyone<\/span><\/h3>\n
4. They Provide Bonuses<\/span><\/h3>\n
Customer Service Lessons from Starbucks<\/h2>\n
#1. Meet your customers where they want to be met<\/strong><\/h3>\n
#2. Think Mobile, Mobile, Mobile!\u00a0<\/strong><\/h3>\n
#3. Make Personalisation a Priority<\/h3>\n
#4. Help Customers Decide by Asking Questions<\/strong><\/h3>\n
#5. Know the Name of your Customers<\/strong><\/h3>\n
#6. Dissatisfied Customers Want You to Feel Responsible<\/strong><\/h3>\n
#7. Make your Customers Smile<\/strong><\/h3>\n
#8. Allow as Much Customization and Personalization as Possible<\/strong><\/h3>\n
#9. Don\u2019t Neglect Product Quality<\/strong><\/h3>\n
Takeaways<\/h2>\n
How Do I Make a Complaint to Starbucks?<\/h2>\n
How Do I Email a Complaint to Starbucks?<\/h2>\n
How Do I Get a Refund From Starbucks?<\/h2>\n
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\n\t\t\t\t\t\t]\n\t}<\/p>\nRelated Articles<\/h3>\n
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