This presentation discusses customer service at Cafe Coffee Day. It provides an introduction to CCD as a cafe chain founded in 1996 in Bangalore. The presentation outlines what customer service entails, including the pre-purchase, purchase and post-purchase stages. It analyzes CCD's customer service practices and observations from a CCD outlet visit. A SWOT analysis is presented and steps for improvement are suggested, such as menu changes, better interior design and promoting digital payments.

1. PRESENTATIO
N
ON
“CUSTOMER
SERVICE”
PRESENTED BY:- SHIVAM
GAUR, I.H.M. LUCKNOW

2. OUTLINE OF PRESENTATION
INTRODUCTION
WHAT IS CUSTOMER SERVICE?
CUSTOMER SERVICE AT CCD
OBSERVATIONS(OUTLET VISIT)
S.W.O.T ANALYSIS
STEPS FOR IMPROVEMENT
SUGGESTIONS

3. INTRODUCTION
 CCD founded in 1996 by V.G. SIDDHARTHA.
 CCD is an Indian café chain owned by Amalgamated
Bean Coffee Trading Company(ABCTC).
 ABCTC is a Chikmagalur (Karnataka) based company
which grows coffee in its own estates and is the largest
producer of Arabica beans in Asia.
 The journey started on July 11th 1996 at brigade road
Bangalore and now has over 1556 outlets PAN India and
has a global presence in Austria, Czech Republic,
Malaysia and Egypt.
 Has over 50 plus items in its menu.

4. WHATIS CUSTOMERSERVICE?
“Customer Service is a series of activities designed to
enhance the level of Customer satisfaction-That is, the
feeling that a product or service has met the customer
expectation”.
Customer Service is based on P3T i.e. People, Process,
Physical evidence and Technology.
Customer Service is a sub part of Customer Relationship
Management and divided into three stages:-
1. Pre-Purchase
2. Purchase, and
3. Post Purchase.

5. CUSTOMERSERVICEAT CCD
1) Pre-Purchase:
• Scenario where the customer meets the counter sales
personnel/Barista at P.O.S.
• Greetings of the day from barista to customer.
• Presents the menu.
• Assists customer in selection of most desirable items.
• High Empathy and Responsiveness towards customer.
2) Purchase:
• After the order is finalized, presents the invoice to
customer with Thanks.
• Quick ordering, Processing and Delivering.
• If more orders on the queue requesting customer to
kindly sit down.
• Reliability towards customer.

6. 3) Post-Purchase:
• Fast service(self service or on the table).
• Veg/Non-Veg products information to customer while
serving.
• Ambience.
• Freebies (complimentary Wi-Fi).
• Feedback.
• Re-order.

7. OBSERVATIONSAT OUTLET
( CCD IIT CAMPUSKANPUR)
• Also called as Lounge 68, situated near to P.K. Kelkar library in
a peaceful and soothing lush green environment.
• Has a centralized service counter to serve indoor and
outdoor seating areas.
• Every product is subsidized to half its original price=U.S.P.
• Free WI-FI and TV facilities.
• Active participation as a sponsor in various campus events.
• Timings: 7 am to 2 am.
• Employees shifts: 3 nos.
• Average Daily footfall: 400-550.
• Average monthly sales:10-15 lakhs(Best in U.P region).

8. CCD IIT KANPUR

9. SWOT ANALAYSIS
1). STRENGTHS:-
Brand Name
Wide Spread
Network
Affordable prices
Youth oriented brand
Consistent Quality
products and
Ambience
ISO 9002 Certified
Brand.
2).WEAKNESSES:-
No
Programs/Schemes
for loyal customers
Loses due to wrong
site selections.
3).OPPORTUNITIES:-
May tap school
students and tier-3
cities with
promotional priced
products.
Opt for online
Marketing and
Promotions such as
on
www.nearbuy.com,
www.paytm.com etc.
CCD may target itself
as a informal
meeting point.
Product line can be
stretched by adding
Pasta, Puffs and
Muffins to
Traditional menu.
4).THREATS:-
 Unorganized sector.
Foreign competitors.

10. STEPSFORIMPROVEMENT
o Menu merchandising( Enhanced and new menu
designing).
o Better interiors.
o Use of L.E.D in outlets.
oPromote digital payments through offers.

11. SUGGESTIONS
Use of Order display boards.
Encourage HAPPY HOURS(11AM-2PM).
Record phone numbers of customers to send
promotional offer messages.
Use of scratch card/coupons for next visit discount.
Sponsor local events/colleges/schools for promotions.
“MASALA COFFEE” may be added to the menu.
May start with a new concept of MOBILE COFFEE TRUCK.