Customer Ralationship Management

In: Business and Management

Submitted By kiddyyu
Words 2233
Pages 9
EXECUTIVE SUMMARY

This document included a survey about Starbucks. I went to a Starbucks on Xinhua road as a mystery shopper.
Starbucks Corporation (NASDAQ: SBUX) is an international coffee and coffeehouse chain based in Seattle, Washington. Starbucks is the largest coffeehouse company in the world, with 17,009 stores in 55 countries.
(starbucks, 2011)
In this report I will tell you my experience of being a mystery shopper.
I will analysis my scenario as a mystery shopper and what I did at the starbucks. I will describe starbucks’s customer service with my knowledge of Pet peeves and 14 factors of company culture. And also, I will suggest some solutions to improve the retail starbucks’s customer servise.

CONTENTS

Cover page…………………………………..1
Executive summary………………………..2
Contents……………………………………..3
Introduction…………………………………4
Discussion…………………………………..5
Question 1……………………………………...5
Question 2………………………………………8
Question 3………………………………………9
Question 4……………………………………...11
Question 5……………………………………...13
Conclusion………………………………….14
Reference list……………………………….15

INTRODUCTION
Starbucks is the largest coffeehouse company in the world, with 17,009 stores in 55 countries. That’s why I chose starbucks.
Starbucks is still inadequate, still need to strengthen and improve. In this experience, I was very carefully to record every detail, and try to remember them. I believe that no matter how perfect management system they have there still has a loophole. This report will bring starbucks great benefits.
I will analysis my scenario as a mystery shopper and what I did at the starbucks. I will describe starbucks’s customer service with my knowledge of Pet peeves and 14 factors of company culture. And also, I will suggest some solutions to improve the retail starbucks’s customer service.

DISCUSSION

Question 1
Explain about the retail store. You need to look for…...

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