Customer Service Issues In Safeway

This report examines the length of 17 cases of the same type of customer service issue in Safeway. The purpose of this report is to determine the feasibility of improving this customer service issue in Safeway, and provide Robert Edwards, CEO, with the information necessary to implement a solution to this customer service issue.

Safeway stores often have something problematic about their customer service. The stores do not have enough employees working at one time to provide an efficient amount of customer service for their customers in a timely manner. The stores usually don’t have enough cashiers working at a time, and sometimes do not provide a self-checkout option. So, the only way to buy your groceries is through waiting in line.

Safeway

stores generally have no one working at the service desk, located at the front of the store. So, if someone wanted to buy or use any of the goods or services provided at the service desk they would have to stand there, and wait until one of the cashiers finished checking out all of the customers in their line. Then, once a cashier has a free moment to check the customer out they would leave their line, and head over to check out the other customers at the service desk.
I found through observation and online commentary that Safeway stores do indeed have a specific customer service problem related to providing an efficient amount of customer service in a timely manner. Furthermore, from a secondary source I was able to find a proposed solution to the aforementioned customer service problem in Safeway stores.
Two options considered as solutions to the problem:
1. First, to hire an employee to always work in the service area, so that customers wouldn’t have to wait for someone to check them out at the service desk.
2. Second, to hire more checkout clerks, so that the lines can disperse faster. This way cashiers can attend to customers at the service desk faster, and customers could get what they came for at the service desk in a timelier manner.
By implementing one of the aforementioned solution, the store will gain the following:
• Better service reviews from customers
• Greater customer satisfaction rates
• Faster check out times
From my findings I’ve concluded that the first solution is the best choice to solve the customer serve issue in Safeway stores. By implementing alternative #1 there will be better service reviews from customers, greater customer satisfaction rates, and faster checkout times. Making hiring an employee to always work in the service area the best plan of action.