Undergraduate Thesis

STATEMENT OF THE PROBLEM This study aimed to answer the following questions about the customer service practices of two specialty coffee shops. 1. What are the core values of customer service taught and simultaneously practiced for the staff at The Coffee Bean and Tea Leaf Philippines and at Figaro Coffee Company Philippines? 2. Which is the better specialty coffee shop among the two brands and what factors makes it so? 3. What kind of customer service keeps coffee shop patrons coming back? Creating profit for an establishment cannot be possible without the presence of patrons. The study wants to show the importance of creating and maintaining quality service as part of the trademarks of these brands, which is a foremost factor in encouraging patronage among customers. RESEARCH DESIGN The study will use a combination of Descriptive and Comparative approaches to research since it aims to describe the practice of customer service in the specialty coffee shop market in the Philippines, and also note the similarities and differences between the customer service systems of two major specialty coffee shop brands. Also in keeping with the descriptive method, the researchers intend to produce as part of this study's output a documentary that will most effectively describe beyond words, as they are captured in pictures, be it in motion or stills, the customer service system of both brands in action. SUBJECTS OF THE STUDY This study involved the two pioneer specialty coffee shops in Makati and Manila Area, The Coffee Bean and Tea Leaf and Figaro Coffee Company, which are categorized as the specialty coffee shops in the Philippines.