Final Draft
WP #1
Project Proposal
This project will be very important to me and to many people at ASU. My Central Research Question is “How could a Starbucks employee, working in a store that has poor customer ratings, improve said ratings?” I work at this Starbucks with poor customer scores, last I checked the score was 38 out of 100. In 2 years I transferred 3 times and at that time I had never seen any store with such poor scores. I feel like I can figure out why the scores are so low and then help how to improve those scores.
I have a few ideas on how to improve said customer scores already. These ideas are being set in motion already by my store manager and district manager. We now give drinks hand to hand. We call out the name of the bar partner/partners as well as thanking the customer by name at the register. We’ve also been taking the drink out to the person in the lobby when there is no more drinks to make. So I think we are taking the right steps in the way of figuring out this customer score problem it just needs to be fleshed out more and all of the baristas and shift managers need to be on board to try and fix the problem.
I believe now is the best time to research this issue. Around the time of writing this project proposal it is the slow season for Starbucks, around March and April. This gives me time to really research the best customer service practices and improve customer ratings. One reason the customer scores are so low is because of the holiday season. My Starbucks is located inside a really big mall, and around holiday season of 2018 that is when I seen the most amount of angry customers. I think they gave my store a bad review and it is still affecting the store three to four months later. I don’t have any other theories at the moment as to why the scores are so low, but I hope to find out in my research for my larger project.
The audience of this project would be obviously my peers at ASU and also the professors at ASU, but my fellow Starbucks employees as well. Maybe even the customers that are affected will be my audience. Really anybody who could be affected by a project on good or bad customer service skills are my audience. The Stakeholders would definitely be my fellow employees at Starbucks not just at my specific store, but other stores could learn something from the main project. The customers will end up being the main stakeholders since it’s the relationship between the employees and the regulars that will end up being improved.
The start of the methodology in this project will be asking my store manager what is being done about the issue and what I can do to help. I could also ask other store managers from other stores what could be done to help the issue. I could ask my fellow baristas and shift managers how the store got into this situation in the first place and work from there. I could also help brainstorm ways of improving the scores with my coworkers and maybe even the regulars who go to the Starbucks.
In conclusion customer scores need to be improved, and I think right now is the best time to research how they can be improved and why they are so low in the first place. I would like to find this information out for my future and the future for my stakeholders.
Project Proposal
This project will be very important to me and to many people at ASU. My Central Research Question is “How could a Starbucks employee, working in a store that has poor customer ratings, improve said ratings?” I work at this Starbucks with poor customer scores, last I checked the score was 38 out of 100. In 2 years I transferred 3 times and at that time I had never seen any store with such poor scores. I feel like I can figure out why the scores are so low and then help how to improve those scores.
I have a few ideas on how to improve said customer scores already. These ideas are being set in motion already by my store manager and district manager. We now give drinks hand to hand. We call out the name of the bar partner/partners as well as thanking the customer by name at the register. We’ve also been taking the drink out to the person in the lobby when there is no more drinks to make. So I think we are taking the right steps in the way of figuring out this customer score problem it just needs to be fleshed out more and all of the baristas and shift managers need to be on board to try and fix the problem.
I believe now is the best time to research this issue. Around the time of writing this project proposal it is the slow season for Starbucks, around March and April. This gives me time to really research the best customer service practices and improve customer ratings. One reason the customer scores are so low is because of the holiday season. My Starbucks is located inside a really big mall, and around holiday season of 2018 that is when I seen the most amount of angry customers. I think they gave my store a bad review and it is still affecting the store three to four months later. I don’t have any other theories at the moment as to why the scores are so low, but I hope to find out in my research for my larger project.
The audience of this project would be obviously my peers at ASU and also the professors at ASU, but my fellow Starbucks employees as well. Maybe even the customers that are affected will be my audience. Really anybody who could be affected by a project on good or bad customer service skills are my audience. The Stakeholders would definitely be my fellow employees at Starbucks not just at my specific store, but other stores could learn something from the main project. The customers will end up being the main stakeholders since it’s the relationship between the employees and the regulars that will end up being improved.
The start of the methodology in this project will be asking my store manager what is being done about the issue and what I can do to help. I could also ask other store managers from other stores what could be done to help the issue. I could ask my fellow baristas and shift managers how the store got into this situation in the first place and work from there. I could also help brainstorm ways of improving the scores with my coworkers and maybe even the regulars who go to the Starbucks.
In conclusion customer scores need to be improved, and I think right now is the best time to research how they can be improved and why they are so low in the first place. I would like to find this information out for my future and the future for my stakeholders.
First Draft
This project will be very important to me and to many people at ASU. My Central Research Question is “How could a Starbucks employee, working in a store that has poor customer ratings, improve said ratings?” I work at this Starbucks with poor customer scores, last I checked the score was 38 out of 100. In 2 years I transferred 3 times and at that time I had never seen any store with such poor scores. I feel like I can figure out why the scores are so low and then help how to improve those scores.
I have a few ideas on how to improve said customer scores already. These ideas are being set in motion already by my store manager and district manager. We now give drinks hand to hand. We call out the name of the bar partner/partners as well as thanking the customer by name at the register. We’ve also been taking the drink out to the person in the lobby when there are no more drinks to make. So I think we are taking the right steps in the way of figuring out this customer score problem it just needs to be fleshed out more and everyone needs to be on board to try and fix the problem.
I have an idea why the customer scores are as low as they are, I think the scores are left over from the holiday season. My Starbucks is located in a really big mall, and around the holiday season of 2018 that is when I have seen the most amount of angry customers. I think they gave my store a bad review and it is still affecting the store three to four months later. I don’t have any other theories at the moment as to why the scores are so low, but I hope to find out in my research for my larger project.
The audience of this project would be obviously my peers at ASU and also the professors at ASU, but my fellow Starbucks employees as well. Maybe even the customers that are affected will be my audience. The Stakeholders would definitely be my fellow employees at Starbucks not just at my specific store, but other stores could learn something from the main project. The customers will end up being the main stakeholders since it’s the relationship between the employees and the regulars that will end up being improved.
The start of the methodology in this project will be asking my store manager what is being done about the issue and what I can do to help. I could also ask other store managers from other stores what could be done to help the issue. I could ask my fellow baristas and shift managers how the store got into this situation in the first place and work from there. I could also help brainstorm ways of improving the scores with my coworkers and maybe even the regulars who go to the Starbucks.
In conclusion customer scores need to be improved, and I think right now is the best time to research how they can be improved and why they are so low in the first place. I would like to find this information out for my future and the future for my stakeholders.
Citation
“Starbucks Coaches Employees On How To Handle Politically ‘Aggressive’ Customers Raving About Howard Schultz.” Zero Hedge, www.zerohedge.com/news/2019-01-31/starbucks-coaches-employees-how-handle-politically-aggressive-customers-raving.
I have a few ideas on how to improve said customer scores already. These ideas are being set in motion already by my store manager and district manager. We now give drinks hand to hand. We call out the name of the bar partner/partners as well as thanking the customer by name at the register. We’ve also been taking the drink out to the person in the lobby when there are no more drinks to make. So I think we are taking the right steps in the way of figuring out this customer score problem it just needs to be fleshed out more and everyone needs to be on board to try and fix the problem.
I have an idea why the customer scores are as low as they are, I think the scores are left over from the holiday season. My Starbucks is located in a really big mall, and around the holiday season of 2018 that is when I have seen the most amount of angry customers. I think they gave my store a bad review and it is still affecting the store three to four months later. I don’t have any other theories at the moment as to why the scores are so low, but I hope to find out in my research for my larger project.
The audience of this project would be obviously my peers at ASU and also the professors at ASU, but my fellow Starbucks employees as well. Maybe even the customers that are affected will be my audience. The Stakeholders would definitely be my fellow employees at Starbucks not just at my specific store, but other stores could learn something from the main project. The customers will end up being the main stakeholders since it’s the relationship between the employees and the regulars that will end up being improved.
The start of the methodology in this project will be asking my store manager what is being done about the issue and what I can do to help. I could also ask other store managers from other stores what could be done to help the issue. I could ask my fellow baristas and shift managers how the store got into this situation in the first place and work from there. I could also help brainstorm ways of improving the scores with my coworkers and maybe even the regulars who go to the Starbucks.
In conclusion customer scores need to be improved, and I think right now is the best time to research how they can be improved and why they are so low in the first place. I would like to find this information out for my future and the future for my stakeholders.
Citation
“Starbucks Coaches Employees On How To Handle Politically ‘Aggressive’ Customers Raving About Howard Schultz.” Zero Hedge, www.zerohedge.com/news/2019-01-31/starbucks-coaches-employees-how-handle-politically-aggressive-customers-raving.