Starbucks and Costa Coffee

Treat them right, pay them the right salary on time like they do in Manhattan in Nu Yok then maybe the customer service will improve.

So in conclusion... see you all in CB then ;)

As i am saying,

unfortunately the corporation is more interested in making money and opening to many branches internationally, that there is no way to impose their image of what they expect for service and products if it is not in the home country to send district managers around to be sure everything is being followed correctly.

The owner of the franchise knows full well what is suppose to be the standards when they decided to open this business.

My sister in Law is a sb manager for 12 years in the states. They would never be able to get away with bad service and products, as they are visited by corp. office monthly.

So, unless enough ppl here want to write to the corp. office and complain, i seriously doubt anything will be done. Sb sad to say is here as showoff and to make money, nothing more.

Cheers, i will drink my own coffee before i pay for theirs.

Well, you are right there also. But I really do not see why these losers (the foreign nationals) would subject us to such third grade customer service.

As to the Sephora store issue, I exactly had the same experience. I used to live near a big Sephora Store in Manhattan, NY and it was always fun to visit the store almost everyday. For the first time when I visited Sephora here in Villagio, I was struck by the inhospitable attitude of the staff. Could you believe I never visited the place again.

I think it would be appropriate to bring this issue into the attention of the companies themselves.

But Segmund, we are only , and in some cases barely, tolerated here as expats. We have no say in anything. And I am not complaining about this, just stating a fact.

What we do or say has no weight here ,what so ever.

And as for foreign companies. Take Sephora or Boots for example. Go to any of those places outside the Gulf or ME and they are known for excellent products and excellent customer care.

Here they are a total failure on both accounts. Why? because the staff has zero clue.

Do those companies care? I suppose they do, why don;t they do something about it? I must assume they can't...for what ever reasons.

I say NO, my beautiful friend. I know that as long as riches are in abundance in the place, the locals here would not realize how important it is to take responsibility of their own country. But that is another discussion, and I have been speaking on several fora about that as well. Qataris need to realize that, in order to grow, natural resource alone will not suffice, not in the long run. But as I said earlier the government is trying its best for a turnaround. For example, Qatar Foundation is aiming to involve the local people increasingly in the development of the country. This is extremely important first step in the prosperity of any nation.

The issue we are talking about is completely different. Most of the staff in Starbucks and Costa Coffee are not from Qatar. They are from other countries such as Phillipines, India, Kenya and so forth. I would not blame them for the situation. I would blame the companies. If you are not able to maintain the same image for your business at a certain place as you can else where, why do you embark on such business in the first place?

It is also for us, the customers, to see if there is anything on our part, that we could do to change the situation.

Segmund, it does not matter if we take a stand or not. As long as there is gas and oil, all will continue as is. It's about money my friend, nothing , absolutely nothing else.

Your take on the issue is interesting. And you are right, the dismal state of customer care prevails across many company, most of them international, and very few people have actually tried to take it, head on, as a problem, let alone seek after its solution.

Yes, that is the bottom line: the customer care is really poor here in Qatar. Is it not such an ironic contrast to see a poor service in the richest country?

nomerci: well, not visiting the stores is not an option either. We should take a stand. We need to be our rights as customers. Someone, sometime, somewhere has to take a start.

I think if we all work on the problem earnestly, there is no way why it can not be remedied. The staff of these outlets and others can be hired with more strict selection criteria and better training can be provided to them.

Looking at the responses from everyone, I think it is pretty evident that we all agree on this fact. Now, if there is a problem which exists, let us try to do some brainstorming as to the solution.

What measures do you think, we as customers can take to help the situation.

Segmund, I was also disappointed with the level of customer service at the Red Lobster in C Ring Rd... that's right, the World Famous Red Lobster.

I've got two hypotheses that could explain this phenomenon:

1. Culture of laziness, resilient to change.

2. The Khafala system: have the "right" people do the wrong jobs.

UK, yes and no. i think the main problem here is that staff is not educated. And when I say educated, I mean professionally and holistically.

And of course you get bad service in the West too, but not on a massive scale as here.

Now, this is not necessarily , at least here, the fault of the staff, but of those hiring staff.

On the other hand, a lot of what is lacking here is simple common sense.....

NM on a serious note, I think all comes down to customer service and the attitude towards customers. In the west they teach that "the customer is always right". Which meant that the staff paid more attention in delivering service.

UK, you and I know very well that that is NEVER going to happen.

A. because I don't go there

B, because they simply can't.

Segmund, and you are seriously asking why this is so? Really?

I don't go into certain shops anymore because the staff is chatting so very loud with each other. It is annoying. The same at a hospital I recently went to.

But then again, it is what it is, and since there are not any real options one simply ignores it.

Note : I am not even getting started on their non existent knowledge on what they are supposed to do...or on how they swamp any national as soon as they enter the shop to ignore any expat customer.

NM yes Maaaaaaaaaaaaaaaaaaaaaaam, we'll try to be quieter next time you visit..:)

There are more than one CC in airport. Besides, the employees keep shifting from one outlet to another every three months.

The reason why I posted this was because this issue has been on my mind for several months. However, I chose to write about it today for a reason. At the time I was posting the message, the morning shift employees just stormed CC and started running around the place like pegs and barking like dogs. Literally, some of them were making animal like sounds, hoo, haa and stuff. Everyone sitting was startled. For a moment, I felt like asking them, what was wrong with them. They kept on shouting for almost ten minutes making loud remarks at the TV program, sometimes just chanting as if there were in a political rally. This is not the first time I have seen this. For God sake, it could not be more unprofessional than this.

They keep on mixing customer orders, their internet is eternally down and they usually end up giving you the wrong item. All this is still bearable if it were not for the cold, unfriendly and rude attitude you have to put up with when you visit their store.

You mentioned the airport one for customer service..thats why i asked you.

Segmund:Yes i agree, i've been clear on that from the start.

Smoke: First off, do you agree that the customer service is really unenviable here at many places.

Guilt: I think you have a very good point here. I feel the same. For us expatriates, the issue is visible may be because we care about money, but for many Qataris, who have money in much abundance, it does not matter whether they get value. I hope they will realize soon one day.

Piston: I really do not feel our nationalities has to do anything with it. A customer cant care less about the vendor's origin as long as he is receiving value for his money.

Bachu: You are right, I know that. But that, too, does not absolve the conglomerates completly from their responsiblity. Do you not think it is the responsibility of the corporation to make it clear to the franchise owning local what the corporation stands for (unless it is just money, which they are already making here, and would never make it the same way elsewhere). They should make sure that the staff which is going to be hired would receive the requisite training in customer care. In a broader sense, if the corporation fails to keep their image uniform across the world, this would reflect negatively on them at the end of the day.

What about the airport one? You go stand in line get your coffee. Where is the customer service?

FOR ME! Coffee time & Caffe Verganano is more way better when it comes to menu! :P

To the OP:

The problem is that these businesses are franchises, which means they are not owned by the central corporation. Rather, they are owned by someone locally, who is responsible for hiring and managing the staff. The corporate headquarters supplies the coffee, mugs, etc. and initial training and makes periodic visits. So the problem goes back to the crap customer service in Qatar issue about which we all complain.

.......

You should go to their country and see how bad it is.. my god and i thought they are crap here.. You can’t teach class to people that don’t even understand the meaning or have experienced it,, but I have to say,, the only asian country I have seen good in is Singapore, by Singapore nationals,,

and please make the Latte extra hot ...

Thankyou in advance..

Britexpat Yes Sirrrrrrrrrrr, we'll try to give you a fast one next time you visit us.

P.S Staff of SB & CC..:)

Never really had much problem with them. Found them a bit slow, but not rude.

I have been here a while and i must say a considerable sector of customer service here is crap. Many of the two very dominant nationalities (I do wish to mention them but you already know) and some of the others who're fueling the country with their labor seem to have no regard whatsoever to their job. The 'screw you take it or leave it i don't care' attitude is utterly unacceptable.

I was at a 'certain' hypermarket once and the cashier didn't even bother to stand properly!

Coffee or whatever the shop sells the administration should ensure that the institutes people serve their purpose PROPERLY!

Qatar is beautiful country. The last thing we need is a frowning slug of a cashier on a beautiful morning when we buy a serving of breakfast.

FYI in case everyone else starts throwing your 'you racist bla bla bla' stuff let me mention that I'm south Asian.

UkEng, You are there only to enjoy your smoking!

I like it because its the only place in City Center where I can smoke!

Haloul Cafe for me any time than these over priced SB and CC..:)

I like their boiled chickpeas :P

SB and CC are opening more and more outlets because there are many customers going there to show off. Most of their customers doesn't care about value for money as drinking coffee there is like driving a brand new Landcruiser. Those Companies doesn't care about the satisfaction of the customers as they are fully aware that this is the right time to make money from the show off people who are not interested in customer care. Those who wants to enjoy real tea or coffee will never go to SB and CC.

right on..i'd take a cheap nescafe in a plastic cup over those fancy over priced coffee any day.

lol tb

No cat kicking for me, i love cats,

and Smoke is a buddy of mine and my wife. I was just stating what works in the west won't fly here if the management is not willing to be professional and learn with the staff....

Ya, know mentality thing....

My personal advice, stay away from cookie cutter coffee shops, support the local shops, they do it better.

That reminds me, where is my nescafe the tea boy brings me by now.............

Cheers

Asians dont know.. and not trained

LOL TB is still effected by my insult to his big momma! He will come around.

Sir Fin, no where did i blame the staff now did I? But we are on the same page about them getting proper training and I agree with that. Customer service anywhere in Qatar is at the most average. Rarely would you get what you pay for.

It is not just coffee outlets which give sultry service. My experience; service is very poor in Doha generally.

Anyway, do they put coffee in your 'coffee' at Starbucks? Disgusting product.

Nope... just my pants sense of humor. I thought you were having a pop at Smokey, thus "Kicking the cat". Sorry for the confusion. I seem to be off form today and coffee is not fixing it.

Tb????

I don't get ya???

Is this a customer service question for new kind of coffee......

I agree. Coffee is indeed better in Coffee Beanery or Gloria Jeans. While Starbucks Hot Coffee sucks, you can't even taste the coffee unless you order brewed coffee.

Hey Sir Fin... did you just kick the cat?

Hey smoke.....

My wife's professional experience is a customer service training and business development specialist for restaurants and hotels, what works in the western world, don't always work here, the staff she tried to teach at a hotel we will not mention..... wanted to learn and improve their service, but the ahhhh humm, certain arab.management was to closed minded to accept words like organize, and professionalism.

So we cant blame the staff, if they don't get the training that these franchises are suppose to do same as in the west.

Whose responsibility is it to HIRE qualified employees? Do these employees just show up and start working? Are they been given proper training? What makes the employees of SB in the West treat you better?

They bloody too expensive!

far as customer care goes. And if it wasn't for their rockslide brownie and peanut butter stack I'd have boycotted them ages ago! In recent times though for many reasons including shoddy service I avoid them.

Costa is ok but their beverages are just average.

Qatar has an enormously tremendous potential for growth. There is a lot of work done currently in many areas including education, research, health and so forth. However, there is still a lot more to do.

Countries are not built over night, not even in a couple of decades, but centuries of endeavor in the right direction. I do feel that Qatar is moving in the right direction and the emir and sheika Moza are spearheading a development process that will, in God's good time, take this nation, and its people, to new hights of achievement, prosperirty and happy. InshaAllah.

The work done in the field I am working has a lot of room for improvement. Everyone is trying, in one way or the other, to help. I am doing my own bit. And I think it is better to help with this one than to become a Starbucks employee to teach them how to serve customers more politely. What good are their own employees then by the way.

I go there because it is easy to Park..:)

The whole package UK. I love the place.

TB is that the only reason you go to CB? Or is it there deserts that attract you or their wonderful staff and good company?..:)

SB and CC have crap coffee anyways..why anyone would go there is beyond me. The cheap coffee for 2 bucks at the corniche is way better.

That's why I go to Coffee Beanery

Indeed it does. But owing to the success of these companies, I sometimes feel it is only my own perception about their custmore care here. I just wanted, through this post, to see what the other people have to say. I mean there are plenty of people who have seen these outlets in Qatar and outside as well.

If it is true, why should it be so? When you pay someone, you demand value. If you do not get the same value, you are cheated.

so let me get this straight, the job you are in now as well is not being done properly and you'd like to improve starbucks service? Whats that they say about sheeeet begins at home?

Don't Starbucks have a suggestion box?

hehehe

Well, that is a cool suggestion dear. But will your daddy come to do the job I am doing now? There is a lot to teach in this one as well, as in how it is done the proper way. :)

Yes Sirrrrrrrrrrrrrrrrrr Madaaaaaaaaaaaaaaaaaam how can I hep you!

There is a way you could improve this. Quit your job and start working for StarBucks. Show them how its done in the West mate!