Wal-Mart: Customer Service Development and Training
Walmart is a world leader in helping to save people money, but the company also strives to provide excellent customer service. This paper will address the training and development of Walmart’s employees to uphold this value. Through one-on-one training mixed with online courses, the HR department of Walmart can achieve this goal.
The Training Need Walmart’s training needs are to have training classes for customer service provided to all Walmart associates including managers, assistant managers, door greeters, and other employees. Recommend that Walmart’s subcontractors such as Subway and the nail salon employees also receive this training. The focus of the training will be on customer service and satisfaction so that all associates can gain the knowledge of Walmart’s vision and serve the customers in a way that the customer’s believe or think that they may be right at home and a part of the family. According to Johnson (2008) a few ways to enhance customer service is, making it easy for the customers, limit the number of associates who help a customer, chop down the phone tree, and have a live person on the phone. Finally, if the associates make a mistake, admit to it. Recommend all of these customer service techniques be on the next training schedule for all associates. Training Medium Recommend customer service training be conducted at all levels within the Walmart organization using the Walmart online training programs. Currently, Walmart uses an online training program in all of its stores that offer training on how to work, manage, and conduct business in its garden center, softlines, sporting goods, chemicals, and housewares. Recommend a training module within the Walmart training database that will teach Walmart associates everything they need to know about customer service. First, recommend planning
References: Johnson, H. (2008, April 16). 5 ways to better treat your customers. Retrieved from http://www.returncustomer.com/2008/04/16/5-ways-to-better-treat-your-customers/ Noe, R. A., Hollenbeck, J. R., Gerhart, B., & Wright, P. M. (2007). Fundamentals of human resource management (2nd ed.). New York, NY: McGraw-Hill. Walmart Corporate. (2011). Stores training & development. Retrieved from http://walmartstores.com/Careers/7740.aspx