Introduction
Wal-Mart Company engages in wholesale and retail operations, which take place in different formats worldwide. The company’s operations have three segments: International, Sam’s Club, and United States Wal-Mart (Barney & Ray, 2015). It has developed unique rules, policies, procedures, and principles that help improve customers’ services. Excellent experience with customers and improved services to them will be achieved through providing to all department managers and store assistant managers. The training will focus on how the managers can be customer-oriented and enhance the customer experience (Gattorna, 2017). The company is attempting to improve and raise the level of service provided to the customer.
Statement Of The Problem
The volume of sales at Walmart has reduced drastically, and customers are complaining about the services the company provides. It has become hard for customers to find the products or services they want in the company (Weill & Woerner, 2015). Some of the shelves are empty, and the number of workers is lower than that of regular employees. The customer service is inferior due to lousy selection and long check-out lines. Therefore, the company needs to improve the services provided to the customers and create an experience that is good for them.
Research Questions
1. What are some of the factors that affect customer service at Wal-Mart?
2. In which ways can Wal-Mart Company improve the services provided to the customer?
3. How can the company develop a good experience with its customers?
4. What are some of the employees’ benefits, appreciation programs and policies?
Research Method
The research will use questionnaires to gather information on the opinions and attitudes of the customers towards the services provided by Wal-Mart Company. Data will also be collected through interviews. Employees will be interviewed about the benefits, protection policies, and appreciation programs that the company has put in place to motivate and encourage them. An interview will also be used to find out the issues facing the customer service provided by the company. The observation method will be employed to understand how the stores run, customer services, the condition of the stores, and general outcomes. The quantitative data will be collected, and both independent and dependent variables will be used.
References
Barney, J., & Ray, G. A. U. T. A. M. (2015). How information technology resources can provide a competitive advantage in customer service. Planning for Information Systems, 3(2), 444-460.
Gattorna, J. (2017). Strategic supply chain management Creating shareholder value by aligning supply chain strategy with business strategy. In Strategic Supply Chain Alignment (pp. 32-52). Routledge.
Weill, P., & Woerner, S. L. (2015). Thriving in an increasingly digital ecosystem. MIT Sloan Management Review, 56(4), 27.
