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Essay / Research Paper Abstract
This 12 page paper examines Costco. Recommendations are made to improve customer service. Research is provided to support the assumptions. Bibliography lists 11 sources.
Page Count:
12 pages (~225 words per page)
File: RT13_SA806Cos.rtf
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Unformatted sample text from the term paper:
walk into the sparse warehouses. In fact, this type of business begs patience due to long lines and rough customer treatment, but the prices do seem to keep customers happy.
In other words, customers will put up with some inconvenience in order to secure the items they use at bargain prices. That said, there are customer relations problems at Costco
that should be addressed. There is a great deal of anecdotal evidence that this is the case, but the bottom line appears to be unaffected. That is, Costco is profitable.
Of course, what Costco does not know is how customer satisfaction might improve if the customers were treated better. Indeed, if Costco implemented improved training for its employees in respect
to etiquette, common courtesy and provided workers with conflict management skills, the company might even improve its bottom line. Today, 86% of customers renew their membership on a yearly
basis ("About Costco," 2008). That is not a bad track record, but it does suggest that perhaps some people were not happy enough to come back the next year. Costco
makes its money on repeat business. While the company fares well financially, there may be a degree of customer dissatisfaction that executives are missing. The implementation of a customer
service program certainly would help resolve the issue because Costco pays attention to each new hire, seeing retention as a significant goal. Unlike other major firms that expect to replace
cashiers often, Costco provides careers for its employees by showering them with benefits and paying them well. Employees are likely "happy campers" but they do not seem to have embraced
a brand of customer service that has been a part of the ordinary retail establishment. Costco employees see the business like a club, and traditional customer service responses does not
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