Monday, July 29, 2019
Customer Service Change at Wal-Mart Research Paper
Customer Service Change at Wal-Mart - Research Paper Example While all the steps are fundamental in the realization of the desired outcome, the coalition step is critical to account for. This is because it forms the foundation on which all the other steps are undertaken. The coalition step is meant to identify key potential stakeholders that are highly likely to make the whole process a success. In this respect, the chosen coalition of persons, experts, professionals, and stakeholders must be as powerful as possible in order to move the process towards the desired results (Ilozor, Peter,&Graham, 2012). Wal-Mart has a strong customer base and clientele. The coalition chosen for change purposes along this line must be in a position to understand the diversity and dynamism of this customer base and clientele (Rieley& Clarkson, 2001). The idea is to understand company trends in terms of performance, relative to the expectations of the industries it serves across the globe. For this purpose, the Wal-MartÃ¢â¬â¢s coalition for change cannot be short of having evaluative skills in terms of understanding the environment that the company operates in all over the world. On the other hand, the focus of change in customer service is to enhance the companyÃ¢â¬â¢s mode of handling its clientele or customer base.Therefore, a competitive team must be installed in the department chosen to handle change in customer service. On the same note, the coalition aspect of change management by Wal-Mart is to have a team that works together towards a common goal.This cannot be short of customer expectations.