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Customer Service Problems In Walmart Essay

1967 words - 8 pages

CUSTOMER SERVICE PROBLEMS ENCOUNTERED BY WALMART

TABLE OF CONTENTS

ABSTRACT 3

INTRODUCTION 4

METHODOLOGY 5

RESEARCH AND FINDINGS 5

RESULTS 6

DISCUSSION 7

CONCLUSION 7

RECOMMENDATIONS 7

REFERENCES 10

APPENDICES 11

ABSTRACT:

Wal-Mart is one of the largest retail companies in the world. This report examines the customer service challenges encountered by Wal-Mart and highlights the problem between the ...view middle of the document...

The retail companies should give the customers what they are exactly expecting from them. The retail companies should provide quality products, friendly customer service, exchange policies and they have to give the customers the wonderful shopping experience.

PURPOSE:

The purpose of this report is to specify the problems related with the customer service of Wal-Mart. Wal-Mart lost its reputation due to its poor customer service .There are three main issues in the customer service department of Wal-Mart.

They are as follows:

1. Impolite Behaviour of Wal-Mart’s Employees

2. Dishonest behaviour of Wal-Mart’s Employees

3. Lengthy Queues and prolonged waiting lines

These major problems damaged the corporate image of Wal-Mart in America. They are discussed below in detail.

METHODOLOGY:

The article was taken from the Bloomberg Business week magazine which was published in 2008. Wal-Mart is ranked in lowest position in an annual survey of customer satisfaction. According to the American Customer Satisfaction Index, there are 12 retail companies which suffered the Customer service failures in 2011 (Global Insight, 2005). Wal-Mart is one among them. This information was collected mainly from the case study of Wal-Mart, various magazines and scholarly articles and from Wal-Mart official website.

RESEARCH AND FINDINGS:

(i) IMPOLITE BEHAVIOUR OF WAL-MART’S EMPLOYEES:

Customer service is the vital concept for the success of any business. Delivering quality customer service is the way of respecting and welcoming the customers. This is very important in retail sectors. Wal-Mart fails to treat the customers in an ethical way. Wal-Mart’s employees shout at their customers for silly reasons (Norman, 2004). They are screaming at their customers and they ill-treated them as they are stealing the products. This incident makes the customers very unhappy. Wal-Mart employees fail to hear the queries of the customers about the products (Norman, 2004). If the customers complain to higher authorities, the employees scratched the customer’s cars.

(ii) DISHONESTY BEHAVIOUR OF WAL-MART’S EMPLOYEES:

Honesty is another important factor for any business organisation especially for the services sector. Wal-Mart shows dishonesty behaviour to the customers. This creates bad impression in the minds of the customers. They cheated the customers by mislabelling the normal pork as original pork. They export the contaminated and low quality food products. For example, the Company is penalised for exporting the expired duck meat in China. (StudyMode2012). For this dishonest activities, Wal-Mart’s stores have been shut down and closed its operations in 2011.This issue extremely affects the Wal-Mart’s brand image.

(iii) LENGTHY QUEUES AND PROLONGED WAITING LINES:

The third problem is continuous waiting lines experienced by the customers in the Wal-Mart stores (StudyMode2012). Wal-Mart makes the clients or...

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