Service management excellence in Pacific coffee in Hong Kong

At Pacific Coffee in Hong Kong, the organization managing its workers through training and development programs where all employees are given a chance to participate. Apart from price, promotion, place, and product, the Pacific Coffee ensures that the needs of the consumers are maximized effectively. Using the components of quality service, managing people, and customer relationship marketing, businesses are in a position to build a more cohesive service-oriented culture among all the workers in the organization. The culture of the Pacific Coffee as an organization, defines the way workers perform their assigned roles and how they develop a relationship in the business environment. It is recommended that the management of the shop should develop training and education programs that will help the business meet the need of the consumer by offering quality services and shop should develop strategies that will enhance customer relationship and increase satisfaction.

The coffee shop was established because the local citizens of Hong Kong needed a break from their daily duties. Hong Kong has different career choices. There is manual labor as well as office works. The variations in the nature of work direct the operations of the Pacific Coffee company for the realization of the effective customer satisfaction programs. Over the years, the organization has managed to improve on its clientele base and enhance its service quality, customer relationship, and customer satisfaction through service management excellence. Once identified, the company needs to come up with a solution and strategies for implementing it. After implementation, the next step is monitoring and evaluation of the achievement made after developing the solutions (Sadikoglu & Olcay, 2014). Pacific Coffee shop involves all the employees to ensure that the obstacles have been tackled and they are comfortable working in their respective stations.

At Pacific Coffee shop, quality service is an essential aspect that both the management and the employees are expected to achieve. The business has various strategies and mechanisms that are well structured in a manner that quality is not compromised. When employees are interacting with consumers, they exercise a lot of patience to understand the needs of the consumers. According to Leow, 2016, for an organization to increase its employee capability, it is required for implementing learning and development strategies. Today, having a team of intellectual and well-skilled employees has become an enormous challenge to many organizations. For instance, at Pacific Coffee, the employee goes for workshops, training, and seminar to acquire the necessary skills required while undertaking their assigned role in the organization.

Being an entity that handles different people in the societies and Pacific Coffee believes that their customers are essential and should be treated with care and dignity. Besides, training has a significant benefit to the overall performance and profitability of the business. At Pacific Coffee, training and development programs are investment strategies that the business believe are essential in achieving the service management excellence. Through training, employees develop their attitude towards the organization and as a result, productivity increases. A productive employee is able to offer quality product and service to the consumers and thus, the business meets the needs of the customers. Besides, customer satisfaction is achieved. Product and service differentiation has become the norm of the day in many organizations.

For Pacific coffee to maintain its competitive advantage, the organization started offering various types of coffee and snacks to the consumers. To attract new and potential customers, the entity sometimes offered discounts to its products and give delivery to various destinations. As a company in the competitive market, Pacific Coffee ensures that it goes beyond involving the 4Ps of marketing in the business operations. Apart from price, promotion, place, and product, the organization ensures that the needs of the consumers are maximized effectively. For instance, Pacific Coffee has consumers both the young and the old and the organization has a questionnaire attached to the bill. The consumers are expected to rate the shop and its workers based on the service they were given.

Through the questionnaire, the management is able to identify the loopholes in customer satisfaction and come up with strategies to overcome them. According to Kulpa, 2017, customer relationship marketing strategies help a business to create loyalty and customer retention effectively. Besides, it helps to improve communication with the customers. For example, Pacific Coffee may offer to have a coffee sharing moment with its consumers and in turn, the management will identify the loopholes affecting customer satisfaction in the organization. Conclusion To develop competitive advantage, organizations need to have a strong service management excellence. Using the components of quality service, managing people, and customer relationship marketing, businesses are in a position to build a more cohesive service-oriented culture among all the workers in the organization.

The culture of the Pacific Coffee as an organization, defines the way workers perform their assigned roles and how they develop a relationship in the business environment. In the case of this paper, it is evidence that Pacific Coffee shop has a strong team of personnel who have the goals and objectives as their first priority. Equally, the shop should improve techniques, which will meet the needs of the consumers. One of the most preferred techniques is the creation of flexible coupon programs which will fit the needs of the individual consumers. even though quality customer service can help in achieving service management excellence, Pacific Coffee are required to develop a customer-driven team of personnel who have the best interest of business at their hearts.

To succeed in a given sector of operations, Pacific Coffee needs to understand who consumers, their needs, are and what factors influence the relationships in the business. Besides, the management needs to create mechanisms that will suit different groups of clients. com/eng/aboutus/index. html Amoako, G. K. , Arthur, E. , Bandoh, C. (2018, February 06). The 10 strategy tenets of developing a customer-driven workforce. Retrieved August 13, 2018, from Mycustomer: https://www. mycustomer. com/service/contact-centres/the-10-strategy-tenets-of-developing-a-customer-driven-workforce Ganesh, M. Impact of Relationship Marketing on the Performance of Service Companies: An Empirical Study on NCR. IOSR Journal of Business and Management (IOSR-JBM) , 16 (1), 44-53. Kulpa, J. (2017, October 24). Why Is Customer Relationship Management So Important? Retrieved August 13, 2018, from Forbes: https://www. Retrieved August 13, 2018, from Trainingmag: https://trainingmag.