Service Skills Development Course for Fresh Coffee Shop and Bakery House Employees, XYZ Company

Abstract

This research is a qualitative study designed to create a service skill training program for the staff of the Fresh Coffee and Bakery House at XYZ Company. The data was obtained via company policies, customer service complaints, and focused-group discussions. The principal informants comprised 15 operational-level executives, classified by years of service, with performance assessed as "good" and service ratings from store inspections averaging 90%. The research findings indicate that the service skill development program for employees of XYZ Company's Fresh Coffee and Bakery House has five essential components: 1) The significance of service and preparation for service delivery; 2) Augmenting personal attributes for service personnel; 3) Proficiency in products, sales methodologies, and product delivery standards; 4) Comprehension of customer requirements and fostering customer satisfaction; and 5) Resolution of specific issues and strategies for tackling challenges. Training complaints were resolved by using a classroom-style training program, comprising 7 hours of instruction separated into theoretical and practical components, including case studies and role-playing exercises. The training will be assessed using three methods: 1) Evaluating participants' knowledge by pre- and post-training assessments, 2) Measuring participant satisfaction, and 3) Analyzing behavioral changes through supervisor input one month post-training.