CoffeeVille customer service survey (500 customers) completed at the

end of financial year 2012

Question 1 Yes No

Do we normally meet your

customer service 325 175
expectations?

Do we normally meet your

customer service expectations?

175 Yes
325 No

 After see the data, we think our customers service are good enough. But of course we still need
more improvement. We have to giving to our staff more training how to give the best service to
customer.

Question 2 1. Exceeds 2. Meets 3. Poor 4. Very poor

On scale of 1 to 4, how would

you rate our customer service
50 275 100 75
in relation to your
expectations?

On scale of 1 to 4, how would you

rate our customer service in relation
to your expectations?

75 50 1. Exceeds
2. Meets
100
3. Poor
275
4. Very poor
  As on our data, customer service is very important for the business. That’s mean, we need to
make sure that we already give good customer service to all the customers. it is better to meet
face to face with customer so we could give the best impression that we give the best service to
customer.

Question 3 Not
How important is our customer Very Slightly
Important
service in retaining your important important important
business?
275 150 50 25

how important is our customer service in retaining your business?

25
Very important
50
Important
Slightly important
150 275 Not important

 As on our data, customer service is very important for the business. That’s mean, we need to
make sure that we already give good customer service to all the customers. Because the
important thing to promote our product is from how we serve our customer by give the first
impression to customer, when the customer feel happy with our service we could promote our
product smoothly.
Question 4 Reliability Assurance Tangibles Empathy Responsive-ness

Please rate the

importance of aspects
of customer service in
5 4 2 1 3
order from 1 to 5. 1 is of
most importance and 5
is of least importance.
Average rating

Rate of the importance of aspects of customer service

Responsive-ness

Empathy

Tangibles

Assurance

0 1 2 3 4 5

Customer service performance monitoring program results

Responsive-
Number of customer Reliability Assurance Tangibles Empathy
ness
service issues reported and
categorised into types.

50 50 60 60 50
Total issues: 270
 Number of customer service issues reported and categorised into types
62
60
58
56
54
52
50
48
46
44
Assurance Tangibles Empathy Responsive-ness

 From the data we got that customer need assurance to build cooperation with our
company. we have to make sure that our customer feel save when they running their
business with our company. we have to comforted customer when they decided to use
our product.

CoffeeVille Privacy Policy

CoffeeVille is committed to protecting your privacy. It is bound by the national privacy principles
contained in the Privacy Act 1988 and all other applicable legislation governing privacy.

Where appropriate, CoffeeVille will handle personal information in accordance with relevant
legislation. Our respect for our customers’ privacy is paramount. We have policies and
procedures to ensure that all personal information is handled in accordance with national
privacy principles.

This privacy policy sets out our policies on the management of personal information – that is,
how we collect personal information, the purposes for which we use this information, and to
whom this information is disclosed.
1. What is personal information?
Personal information is information or opinions that could identify you. Examples of personal
information include your name, address, telephone number and email address, or documents
that include such information, like a resume.

 To fill this information, please fill it correctly & be honest. Please fill it with responsibility.

2. How does CoffeeVille collect and use your personal information?

CoffeeVille collects personal information when you send a job application to us, for example, or
when you email us. These uses are discussed below.

 Sometimes CoffeVille also give us questioner, so they can collect the information.

3. What happens if you don’t provide personal information?

Generally, you have no obligation to provide any personal information to us. However, if you
choose to withhold personal information, we are unlikely to be able to respond to your
application or query.

 It’s because we need your information to process all the application, but if you can’t give
your information. It’s okay for us, but we can’t process your application or inquiry
without our data.

4. Is the personal information we hold accurate?

We endeavour to maintain your personal information as accurately as reasonably possible.
However, we rely on the accuracy of personal information as provided to us both directly and
indirectly. We encourage you to contact us if the personal information we hold about you is
incorrect or to notify us of a change in your personal information.

 it is important to give the correct personal information because it will give impact to you
and us if personal information that you have given us was incorrect one and it is crime
when you give the wrong personal information, that is proof that you try to make a fake
information.

5. How can you access or correct the personal information we hold about you?
Wherever possible and appropriate, we will let you see the personal information we hold about
you and correct if it is wrong. If we do not allow you access to any part of the personal
information we hold about you, we will tell you why.

 to make sure that all personal information that we have got from you are the real one
that related to your condition now.
Recommendations For Improvement of Customer Service:
Telephone Courtesy
It is everyone’s responsibility to answer the phone. Always try to answer the phone promptly, within
three rings. Always answer in a friendly, polite manner: ‘Good morning/afternoon/evening, welcome to
CoffeeVille, how may I help you?’

If you are certain of the answer to the customer’s question, you should respond clearly and politely. If
you are uncertain, ask the caller if you may put them on hold for a moment. If there a staff member
close who can provide you with the correct information, then return to the call and provide the
customer with the necessary information. If there are no staff members close by that can help promptly,
then ask the caller for their name and put the caller through to a manager, making sure that you brief
the manager on the callers’ name and the nature of their enquiry. Always thank the person for calling.

 To answer telephone, we have a standard operational procedure. So we want that all the staff
using our greeting standard. Also keep patience to talk with customer and use the polite
language.

Dress Code
All employees of CoffeeVille are expected to represent the business, and dress accordingly. Clothing
which is faded, tattered or contains holes is not acceptable. All sales and customer service staff members
are required to wear business attire

Clothes should be ironed and neat in appearance. Closed toed footwear with rubber soles is required.

 We suggest to all the staff, to use a proper dress. So, all the staff can looked professional. The
first impression is when customers see our appearances a polite and tidy.

Organizational needs and priorities

Answer the phone call with nice attitude is one of the obligations that all customers’ service should know.
If the customers service can pick up the phone with a polite manner it will make customers feel glad and
think that the organizations have a really good customers’ service system.

Principles of customer service

Good telephone etiquette is important regardless of whether you are the person placing the call or the
person receiving the call. When you place a call, good telephone etiquette includes identifying yourself
and stating the purpose of the call. The principles of good telephone etiquette are most useful when you
are the receiver of the telephone call.

Every time you answer the telephone, the principles of good telephone etiquette will help you make a
good impression.
Consideration of organizational structure and operations.

Know how to pick up the phone with manners is really good for customers’ service. And also it will
consider with the organizational structure and the operations because there are no problem to the
customers’ service system.

Future Directions for Customer Service Strategies

1.Give a good service & keep stay in touch

Let your customers know you value their business by reaching out. Newsletters, postcards, individual
letters, phone calls, and emails are all effective ways to deliver news about products, special promotions,
and store events. Encourage customers to sign up for these communications in your store, and make
sure you have permission before adding anyone to an email list.

2. Customer loyalty & reward program

For ages, customer loyalty programs meant you got a little punch card to tally your purchases so you
could eventually be awarded with a free coffee, car wash or sandwich.

Making sure customers know about your program is a key factor to its success. At most retail stores,
cashiers will ask customers if they want to participate. That kind of model doesn't work well in a high-
turnover sales environment where it could back up the line, such as a supermarket. Professionals say
companies should use the full extent of their communication arms to spread the word, through e-mail,
newsletters, and website updates.

Planned Monitoring & Reporting System To Compare Changes In Customer Satisfaction

- Conduct survey: We do the survey to know what our company’s excess is and shortage. From the
survey as well we can improve our customers’ service system because the survey gives the customers’
opinion too.

- Analyse survey: We ask the customers what our shortage is with the questions and multiple answers.

- Compare survey: After we done the survey we can compare what’s customers think and what have we
done in the organization.

- Final survey: From the survey know what we have to do, if most of the customers don’t like our
customers’ service system we can do the improvement to our organization especially in customers’
service system.
 Implementation Schedule for Customer Service Performance Monitoring & Reporting
Activities

Activities Schedule Responsible Resource

Conduct survey 1 week Mr. Willy & staff Questioner,

feedback form

Analyse survey 1 week Mrs. Josephine & Feedback form

analyse staff

Compare survey 2 week Manager, staffs Feedback form

Finale 1 week Manager Feedback form

Reflection Report :
1. In this part, we learn about customer service. After learn about this, we know about relevant
legislation, customer service principles, organisational business structure, product and service
standards and best practice models.

2. In this part, we learn about how to communicate with customers. After learn about this, we know
how to give customers service & give recommendation to customers about what they need & help
them when they have problem.

3. In this part, we learn about how to implement customer service strategies. After learn about this, we
know how to explain organisation’s customer service strategy & explain opportunities to apply the
strategy to customer service contact. Also to explain budget allocations for customer contact.

4. In this part, we learn about evaluating & report on customer service. After learn about this, we know
how to review a customer satisfaction about our customer service, prepare a management report,
provide recommendations of improvement of customer service & plan monitoring and report
systems to compare changes in customer satisfaction. Also to prepare a reflection of all the things
that we have done before.