The Managers at Starbucks put tremendous attention into hiring good people with great customer service. Starbucks' service matrix is providing a good product accompanied by customer friendly service and attractive ambience. The caselet speaks about the kind of customer relations Starbucks followed, which was one of the reasons that so many consumers of Starbucks went in for repeat purchases. The caselet also indicates how Starbucks developed goodwill among the pulic by bonding with the local community. And starbucks helps its current cusyomers by helping them to make decisions about beans, grind, and coffee /espresso machines, as well as giving some home brewing tips.
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