Customer Service- Sam Chen
Due: 11/2/11
Assigned: 10/26/11
Project 1
Name: ____________________________
Customer Service Project
“Coffee Shop” Observation
In small groups, you will visit a local eatery or coffee shop. You will have exactly $5.00
to spend at your location. For each, evaluate your customer service experience using the
“'Coffee Shop' Observation Form”. Take notes after the service interaction on the
“'Coffee Shop' Observation Notes” sheet. Then, compose your observations into a 5-10
minute presentation, using the “Coffee Shop Presentation Rubric” as a guideline.
Instructions

In your group of three, pick a restaurant, coffee shop, deli, etc. to visit. You have
a maximum of 20 minutes to conduct your observations and return to Year
Up. If you take more than 20 minutes, your group may lose points from your
presentation score.

You have exactly $5.00 to spend at your location. Any money you spend in
excess of this amount comes out of your own pocket. (You must decide as a group
who will get to spend the money. Remember, the important thing is to observe the
customer service experience).

Try not to be obvious about the fact that you are taking notes/rating their customer
service, so that they will treat you the same way they would treat any other
customer. Make mental observations during the service interaction and write
down your notes.

When you return from your observation trip, you may begin to work on your
presentation. Before you go, agree on an establishment with your group and try to
do some background research on it. Come up with a few different options
because no two groups can present on the same business.
Presentation Guidelines
As a group, you will create a PowerPoint presentation (using the skills you’ve learned in
Tech class), highlighting your observations of customer service at the establishment of
your choosing. Your PowerPoint should include at least 5 slides, and should take 5-7
minutes.
Your presentation must include:
Background information: What is the mission statement of each organization? What is
the annual revenue of each? Do these organizations have stated service philosophies or
customer service guarantees?
Preconceptions: What preconceived notions did members of your group have about each
chain?
Service experience: Tell us what you experienced and how it relates to specific areas of
customer service we have learned about in class. Use the observation form, presentation
rubric, and your notes as guides.
Conclusion: Try to summarize your presentation in 1-3 sentences. Based on your
experience, what conclusions can you make about the customer service at your
establishment?
You will present your PowerPoint in class on November 2nd, 2011. You will be graded
by both your peers and the instructor, using the rubric provided. Be prepared to answer
questions and accept feedback at the end of your presentation.