. Xây dựng “nơi thứ ba” cho khách h

. Xây dựng “nơi thứ ba” cho khách hàng.
. Huấn luyện đội ngũ nhân viên phục vụ chuyên nghiệp và có thể nhớ tên và thói quen dùng café của khách hàng.
. Ngoài ra Starbucks còn có bí quyết huấn luyện khách hàng của mình.
“Ý nghĩa quan trọng của việc phục vụ khách hàng là không phụ thuộc vào những gì chúng ta làm, mà nằm ở việc chúng ta phục vụ nhau như thế nào”, đó là theo quan điểm của Starbucks. Ở các nước tiên tiến, hơn 80% tổng sản phẩm quốc dân gắn liền với ngành công nghiệp dịch vụ. Và theo các nhà tâm lý học, tham vọng cốt lỗi của mỗi con người khi được sinh ra là mong muốn giúp đỡ lẫn nhau. Tuy nhiên, nếu chúng ta chú ý kỹ các hoạt động kinh doanh cũng như những trải nghiệm trong cuộc sống sẽ thấy có quá ít những dịch vụ tuyệt vời. Frances Frei và Anne Morriss là những giáo sư trường Đại học Harvard là đồng tác giả cuốn sách “Uncommon Service” (tạm dịch “Những dịch vụ bất thường”) đã chỉ ra rằng, cho dù các cố gắng rất nhiều, nhưng nhiều công ty cũng không thể tạo ra các dịch vụ xuất sắc từ việc chỉ yêu cầu sự nỗ lực từ nhân viên mình, hay đầu tư thật nhiều tiền cho các chương trình dịch vụ khách hàng. Thay vào đó, họ cần thiết kế những cơ cấu tổ chức, văn hoá vận hành hiệu quả cho phép cung cấp dịch vụ khách hàng tuyệt vời một cách nhất quán bất kể doanh nghiệp hoạt động trong ngành gì, khách hàng là ai và định vị thương hiệu như thế nào. Dịch vụ chăm sóc khách hàng tuyệt hảo không chỉ là lĩnh vực độc quyền cho những công ty có nhiều tiền hay những nhãn hiệu cao cấp, đó là một khoa học cần phải có cho tất cả các công ty muốn tồn tại. Morriss cho biết “Một trong những yếu tố quan trọng để tạo ra một dịch vụ khách hàng tuyệt hảo là bạn phải quản lý khách hàng bởi họ là thành phần quan trọng nhất trong chuỗi dịch vụ của công ty. Họ là đối tượng mà nhân viên của bạn tương tác hàng ngày, vì thế bạn cần có chiến lược quản lý khách hàng, cũng giống như một chiến lược quản lý nhân viên của công ty. Bạn và khách hàng phải làm việc cùng nhau để tạo ra một dịch vụ tuyệt vời”. Mặc dù khách hàng là “thượng đế” nhưng họ có những lúc đúng là những lúc sai và như thế họ cần phải được huấn luyện. Hãy thử tưởng tượng, nếu bạn có một cửa hàng bán lẻ chỉ có vài chục nhân viên hay thậm chỉ cả trăm nhân viên thì cũng không thể phục vụ tốt hàng trăm hay hàng ngàn khách hàng nếu họ không hiểu công ty và có nhiều yêu cầu bằng những ngôn ngữ khác nhau. Là một nhà quản lý, bạn phải nghĩ đến chiến lược làm thế nào để chọn lựa khách hàng, làm thế nào để đào tạo họ, làm thế nào để khách hàng thực hiện công việc của mình là đặc biệt chiến lược gì để khuyến khích sự phấn khởi của họ khi thực hiện công việc đó. Một trong những công ty thành công trong chiến lược này đó là Starbucks.
+ Từ rất sớm, Starbucks đã có vấn đề với khách hàng, khi họ xếp hàng rất dài và yêu cầu nhiều loại cà phê hay đồ uống khác nhau. Điều này đã làm mất rất nhiều thời gian của khách hàng và nhân viên pha chế không thể phục vụ tốt được.
+ Starbucks quyết định tạo ra các từ vựng riêng cho chuỗi cửa hàng và buộc các khách hàng phải nhớ và sử dụng nó. Khách hàng đã thực hiện nó một cách thật thoả mãn và hạnh phúc.
+ Bạn hãy thử vào một quán Starbucks để xếp hàng và sau đó bạn thử gọi “một ly cà phê nhỏ”, lúc đó người nhân viên pha chế sẽ tươi cười, lịch sự la to lên rằng “quý khách cần Pike cao phải không ạ”, sẽ có nhiều cặp mắt khác nhìn bạn lúc đó.
+ Do đó, để tránh những bất tiện tương tự vào lần sau, khách hàng có thể nhận được một tờ rơi rất đẹp và lịch sự để tự nghiên cứu các thức uống của Starbucks ở nhà. Nội dung được chia ra rất rõ ràng về kích cỡ cho thức uống nóng hay lạnh như: short, tall, grande,…Các từ vựng này được áp dụng cho toàn chuỗi trên toàn thế giới. Morriss phân tích một bí quyết nhỏ “Nếu bạn là khách hàng thì bạn hoàn toàn không muốn bị chỉnh sửa ở những công cộng, vì thế bạn tự cảm thấy rất khuyến khích để nghiên cứu và trải nghiệm những danh từ riêng của Starbucks. Điều đó giúp Starbucks vận hành đơn giản hơn, nhanh hơn và có nghĩa bạn cùng Starbucks nâng cao chất lượng dịch vụ tại chuỗi cửa hàng.”

Results (English) 1:

. Build "third place" for customers.. The coaching staff of professional service and can remember the name and habit of taking customer's café.. In addition to Starbucks is also the secret training of its customers. "The importance of customer service is not dependent on what we do, which is located in the US to serve each other how", which is in the opinion of Starbucks. In advanced countries, more than 80% of the total national product attached to the service industry. And according to the psychologists, the core ambition of every human being is born the desire to help each other. However, if we notice carefully the business operations as well as the experiences in life will see little of the great service. Frances Frei and Anne Morriss is the Professor of Harvard University, is co-author of the book "Uncommon Service" ("the services") have pointed out that, despite the numerous attempts, but many companies also cannot create the excellent service from the only requires effort from employees , or investing a lot of money for the customer service program. Instead, they need to design the organizational structure, efficient operating culture that allows to provide excellent customer service consistently regardless of the active business in the industry, who is the customer and brand positioning. Customer service excellent not just exclusive areas for those companies that have the most money or the high end brands, which is a must-have science for all the companies that want to survive. Morriss said "one of the important elements to create a great customer service that you must manage clients by them is the most important component in the company's service chain. They are objects that your employees interact daily, so you need to have the client management strategy, just as a management strategy for the company's employees. You and the client must work together to create a great service ". Although the client is "God" but they have people at the right time is wrong and how they need to be trained. Try to imagine, if you have a retail store only a few dozen employees or even hundred of employees you can't serve hundreds or thousands of customers if they do not understand the company and had many requests by the different languages. As a Manager, you must think of a strategy how to choose clients, how to train them, how to make your work is special, what strategies to encourage their enthusiasm when performing that job. One of the most successful companies in this strategy that's Starbucks.+ Very early, Starbucks has had problems with customers, when they lined up very long and requires many types of coffee or other beverage. This did take a lot of time processing staff and customers can not serve well.+ Starbucks decided to create their own vocabulary for chain stores and forcing customers to remember and use it. Customers have made it a truly satisfying and happy way.+ You try on a Starbucks to queue and then you try to call "a small cup of coffee", at which the staff blending will smiling, polite la to up that "you need to know", High Road will have many other eyes look at it.+ So, to avoid inconveniences similar to later times, customers can receive a brochure very nice and polite to self study the Starbucks drink at home. The content is divided very clearly about the size for hot or cold drinks such as: short, tall, grande, ... This vocabulary is applied to the entire hotel chain worldwide. Morriss analyze a small secret "If you are a customer, you absolutely don't want to edit in the public, so you feel very encouraged to study and experience the noun of Starbucks. That helped Starbucks operated more simply, faster and means you the same Starbucks quality services at the chain stores. "

Results (English) 2:

. Construction "third place" for customers.
. Coaching staff of professional service and can remember the names and habits of the customer café.
. Also Starbucks also know its customer training.
"The importance of customer service is not dependent on what we do, which is located in that we serve each other", that is, in the view of Starbucks. In advanced countries, over 80% of total national product associated with the service industry. And according to the psychologist, the core ambition of every human being to be born is the desire to help one another. However, if we pay close attention to business activities as well as experiences in life will find there are so few great services. Frances Frei and Anne Morriss is a professor at Harvard University co-authored the book "Uncommon Service" (roughly translated "extraordinary services") have shown that, despite a lot of efforts, but many It also can not create the outstanding service from the only effort required from your staff, or invest a lot of money for the customer service program. Instead, they need to design the organizational structure and culture that allows efficient operation providing excellent customer service in a consistent manner regardless of enterprises operating in the industry what, who your customers are and the How does your brand. Customer service excellence is not just the exclusive domain for companies with lots of money or luxury brands, it is a scientific need for all companies that want to survive. Morriss said, "One of the key factors to create a superior customer service that you have to manage customers because they are the most important component in the company's service chain. They are objects that your employees interact daily, so you need a customer management strategy, just as a strategic management of the company employees. You and the client must work together to create a great service. " Although the customer is "God" but they have the correct time is the wrong time, and so they need to be trained. Imagine, if you have a retail store only a dozen employees, or even hundreds of employees they can not serve hundreds or thousands of customers if they do not understand the company and have more love demand by the different languages. As a manager, you have to think about the strategy how to choose the client, how to train them, how do customers make my job as special strategies to encourage their excitement when that job done. One of the company's success in this strategy that is Starbucks.
+ From very early, Starbucks had problems with customers, as they lined up very long and requires a lot of coffee or a drink differently. It did take a long time customer and bartender could not serve well.
+ Starbucks decided to create its own word for chain store and forcing the client to remember and use it. Customers have made it a very satisfied and happy.
+ You try into a Starbucks to queue and then you try to call "a small coffee cup" then people will bartender smiling, polite shout that "you need high Pike is not it", there will be another pair of eyes looking at you then.
+ Therefore, to avoid the inconvenience similar the next time, customers can get a very nice brochure and polite to self study of Starbucks drinks at home. The content is divided into very clear about the size for hot or cold drinks as: short, tall, grande, ... The word is applied to the entire chain worldwide. Morriss analysis a little secret, "If you are a customer, you absolutely do not want to edit in the public, so you yourself feel very encouraged to study and experience the personal names of Starbucks. That helped Starbucks simple operation, quicker and with Starbucks that you improve the quality of services at the stores. " shout politely that "you need high Pike is not it", there will be another pair of eyes looking at you then. + Therefore, to avoid the inconvenience similar the next time, customers can get a very nice brochure and polite to self study of Starbucks drinks at home. The content is divided into very clear about the size for hot or cold drinks as: short, tall, grande, ... The word is applied to the entire chain worldwide. Morriss analysis a little secret, "If you are a customer, you absolutely do not want to edit in the public, so you yourself feel very encouraged to study and experience the personal names of Starbucks. That helped Starbucks simple operation, quicker and with Starbucks that you improve the quality of services at the stores. " shout politely that "you need high Pike is not it", there will be another pair of eyes looking at you then. + Therefore, to avoid the inconvenience similar the next time, customers can get a very nice brochure and polite to self study of Starbucks drinks at home. The content is divided into very clear about the size for hot or cold drinks as: short, tall, grande, ... The word is applied to the entire chain worldwide. Morriss analysis a little secret, "If you are a customer, you absolutely do not want to edit in the public, so you yourself feel very encouraged to study and experience the personal names of Starbucks. That helped Starbucks simple operation, quicker and with Starbucks that you improve the quality of services at the stores. " + Therefore, to avoid the inconvenience similar the next time, customers can get a very nice brochure and polite to self study of Starbucks drinks at home. The content is divided into very clear about the size for hot or cold drinks as: short, tall, grande, ... The word is applied to the entire chain worldwide. Morriss analysis a little secret, "If you are a customer, you absolutely do not want to edit in the public, so you yourself feel very encouraged to study and experience the personal names of Starbucks. That helped Starbucks simple operation, quicker and with Starbucks that you improve the quality of services at the stores. " + Therefore, to avoid the inconvenience similar the next time, customers can get a very nice brochure and polite to self study of Starbucks drinks at home. The content is divided into very clear about the size for hot or cold drinks as: short, tall, grande, ... The word is applied to the entire chain worldwide. Morriss analysis a little secret, "If you are a customer, you absolutely do not want to edit in the public, so you yourself feel very encouraged to study and experience the personal names of Starbucks. That helped Starbucks simple operation, quicker and with Starbucks that you improve the quality of services at the stores. " customers can get a very nice brochure and polite to self study of Starbucks drinks at home. The content is divided into very clear about the size for hot or cold drinks as: short, tall, grande, ... The word is applied to the entire chain worldwide. Morriss analysis a little secret, "If you are a customer, you absolutely do not want to edit in the public, so you yourself feel very encouraged to study and experience the personal names of Starbucks. That helped Starbucks simple operation, quicker and with Starbucks that you improve the quality of services at the stores. " customers can get a very nice brochure and polite to self study of Starbucks drinks at home. The content is divided into very clear about the size for hot or cold drinks as: short, tall, grande, ... The word is applied to the entire chain worldwide. Morriss analysis a little secret, "If you are a customer, you absolutely do not want to edit in the public, so you yourself feel very encouraged to study and experience the personal names of Starbucks. That helped Starbucks simple operation, quicker and with Starbucks that you improve the quality of services at the stores. " Morriss analysis a little secret, "If you are a customer, you absolutely do not want to edit in the public, so you yourself feel very encouraged to study and experience the personal names of Starbucks. That helped Starbucks simple operation, quicker and with Starbucks that you improve the quality of services at the stores. " Morriss analysis a little secret, "If you are a customer, you absolutely do not want to edit in the public, so you yourself feel very encouraged to study and experience the personal names of Starbucks. That helped Starbucks simple operation, quicker and with Starbucks that you improve the quality of services at the stores. "