A service blueprint is a sophisticated flowcharting technique that considers all stages of
service creation and delivery, identifying connections and points of interaction between
employees and customers (Western Sydney University, 2018). “Moments of truth” are
produced when businesses with exceptional customer service leverage feelings of
skepticism or fear into passionate and loyal brand followers, such as a lost credit card or a
shattered piece of clothing. Effective handling of these situations requires an instinctive
frontstage response that prioritizes the customer’s emotional demands over the business’s
and employees’ goals.
As more and more firms discover formulas that better cater to their target demographic,
particularly youth, the competition in the market for coffee shop chains is growing. The
Coffee House focuses on young Gen Z and late Millennials, who are known for their active
lifestyles and fascinating characteristics. The “inspiring” factor is highly appreciated by them
since these generations desire to make unique contributions to the community. Therefore,
The Coffee House is confident that this demographic is being reached in the appropriate
current direction (Dương, 2020). Moreover, not just a coffee chain delivering tasty drinks
with a friendly attitude to catch the attention of the customer community. Aside from
commercial value, The Coffee House brings Vietnamese spiritual, cultural, and lifestyle
values (The Coffee House, 2022).
Listening and handling feedback (if necessary) immediately after customers’ purchases is
also a key point in service quality, especially in The Coffee House. The manager arrived for
a few minutes after a customer’s review on the app about a cup of coffee with some powder
mixed at the bottom, requesting approval to make another one (mAPP, 2020). The Coffee
House should manage these core values by keeping up with the latest training sessions and
creating more attractive items to meet the constantly changing expectations of customers.
Dương, A. (2020, July 14). The Coffee House - Góc nhìn về sự khác biệt và
chất nguyên bản. Toquoc. http://nhipsongkinhte.toquoc.vn/the-coffee-house-
goc-nhin-ve-su-khac-biet-va-chat-nguyen-ban-52020157153025367.htm
mAPP, T. (2020, February 27). Học được gì từ cách The Coffee House làm
app? (Kỳ 1). BrandsVietnam.
https://www.brandsvietnam.com/congdong/topic/22637-Hoc-duoc-gi-tu-cach-
The-Coffee-House-lam-app-Ky-1
THE COFFEE HOUSE - KHÔNG CHỈ ĐƠN THUẦN LÀ MỘT QUÁN CÀ PHÊ.
(2022, Jan 07). The Coffee House. https://thecoffeehouse.com/blogs/blog/the-
coffee-house-khong-chi-don-thuan-la-mot-quan-ca-phe
Western Sydney University 2018, The Service Enterprise 200915, 1st edn (custom edition
ebook), comp. Wardle. K, Pearson Australia.
