Wal-Mart’s Stellar Customer Service in Action

A piece in the New York Times last year discussed marketing to Muslims and the challenges the demographic faces in the marketplace. Despite the article’s statement that Muslims are a potentially lucrative - and untapped - market, Wal-Mart seems to have done little to incorporate them into customer service training. The company moved to do “sensitivity training” for employees only after a cashier insulted a Muslim customer. Wal-Mart was ranked lowest this year in a customer satisfaction index from the University of Michigan.

Wal-Mart Apologizes to Muslim Woman [Associated Press]

Wal-Mart Stores Inc. apologized to a Muslim woman who said she was mocked because of her face veil.

“Please don’t stick me up,” a cashier told the shopper on Feb. 2, according to The Council on American-Islamic Relations.

Wal-Mart apologized Monday in a letter signed by Rolando Rodriquez, a vice president and regional general manager. It was released Tuesday by the council’s Nevada chapter.

“I can assure you that the associate in question was disciplined in accordance with our employment policies as a result of the situation,” Rodriguez said without disclosing details.

Rodriguez said employees at the Riverdale store would undergo “sensitivity training,” specifically in the Islamic faith and Muslim culture.

At Wal-Mart headquarters in Bentonville, Ark., spokesman Phillip Keene confirmed the letter and declined further comment.

“We applaud Wal-Mart for taking appropriate action to resolve this incident,” said Yasser Moten, executive director of the council’s Nevada chapter. The group doesn’t have an office in Utah.

Posted by Alex Goldschmidt on Wednesday, February 20, 2008

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COMMENTS

I would be curious if there are stats on how many Muslims are employed by WalMart. Does anybody have input ?

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