Customer service

Customer service improvement plan

[Name of the Institute]

Introduction

This essay will analyze the issues which are faced by an organization. The organization which I have selected for this writing assignment is Wal-Mart. Wal-Mart is an U.S. based multinational retail corporation which runs a number of store chain in different parts of the world. According to the published list of fortune 500, Wal-Mart is the third largest public corporation in the world which has over two million employees. After analyzing the major customer service issues which are being faced by the organization, a customer service improvement plan would be suggested which can resolve the customer service issues. This report will highlight several customer issues which are being reported by the people and develop customer service improvement plan that could resolve those issues. Wal-Mart customer service issues have also been highlighted in the media which has invited the criticism of various scholars. Many scholars and writers have argued that Wal-Mart is approaching towards its end. Nonetheless, all the customer service issues Wal-Mart can solve the entire customer service problem by implementing a strong customer service improvement plan which can deliver greater value to the customers. The customer satisfaction is very important for Wal-Mart as customers are the main assets of the company.

Various customer service issues in Wal-Mart

Wal-Mart is facing various customer issues and receiving a spate of complaints which are having a bad impression on the image of Wal-Mart. The management of the Wal-Mart has to pay heed to the issues which are reported by the people. The customers of Wal-Mart have been complaining that they face great difficulty in finding the products which they want. If they cannot find their specific products, then the business is most likely to suffer and customer will get frustrated. Customers find the shelves of the Wal-Mart stores empty most of the time because the stores are cutting back on its workforce. Various other flaws have also been reported by the customers and they find it a really difficult task to shop at the stores of Wal-Mart.

The problem of empty shelves was first reported at Bloomberg News channel, which also highlighted the fact that the workforce of the company has been reduced by more than 120,000 since the year 2008. However, at the same time Wal-Mart has added many other stores in other locations. At all the Wal-Mart stores, around 2.2 million people are employed. The customer service department of Wal-Mart receives tens of hundreds of emails from unhappy customers regarding the poor selection, bad customer experience and long queues on payment counters. The employees of the Wal-Mart are continuously been highlighting the problems which are related to the customer services. The management of the organization has to immediately respond to all the problems in order to ensure the costumer service satisfaction

A study was conducted to measure customer service satisfaction in Wal-Mart stores. Unfortunately, the Wal-Mart scored low on the customer satisfaction index. The image of the Wal-Mart has been tarnished due to the lack of ...