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
expectations?

325

175

Do we normally meet your customer service expectations?

Yes
175

No
325

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

50

275

100

75

On scale of 1 to 4, how
would you rate our
customer service in
relation to your
expectations?

On scale of 1 to 4, how would you rate our customer service in relation to your expectations?
1. Exceeds

75 50

2. Meets
3. Poor

100

4. Very poor
275

As on our data, customer service is very important for the business. Thats
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

Very

Important

Slightly

Not

How important is our

customer service in
retaining your business?

important
275

50

150

150

important

important

50

25

25

275

As on our data, customer service is very important for the business. Thats
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

Reliabil
ity

Assuran
ce

Tangible
s

Empath
y

Responsiveness

Please rate the

importance of
aspects of
customer service in
order from 1 to 5. 1
is of most
importance and 5
is of least
importance.

Average rating
Responsive-ness

Empathy

Tangibles

Assurance

0.5

1.5

2.5

3.5

4.5

Customer service performance monitoring program

results
Number of customer
service issues
reported and
categorised into
types.

Reliabili
ty

Assuranc
e

50

50

Tangible
s

Empath
y

60
60
Total issues: 270

Responsiv
e-ness

50

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 dont 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.

Its because we need your information to process all the application,

but if you cant give your information. Its okay for us, but we cant
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 everyones 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 customers 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 companys 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 whats 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
dont 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
& analyse staff

Feedback form

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 organisations 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.