Case: Aldi

ALDI (Albrecht Discount)

POINT OF VIEW

Not specified

TIME CONTEXT

Present Time

STATEMENT OF THE PROBLEM

Based on research, online reviews and actual feedback of customers who had experienced buying at ALDI, it has been evident that there are relevant issues concerning how the employees don’t practice consistency when providing excellent customer service. Therefore, this study is aimed to increase the quality of service provided by the employees. Question is, what are the factors affecting their poor performance towards customers satisfaction?

STATEMENT OF THE OBJECTIVE

The following are the objectives of this study:

* To identify what contributes to employee’s poor performance regarding customer satisfaction.

* To increase employee’s awareness and impact to business when unacceptable service is provided to customers.

* To implement the trainings and skills learned in actual customer interaction.

AREAS OF CONSIDERATION

STRENGTHS

* The products being sold are mostly ALDI exclusive brands – each one produced to meet or exceed the quality of national brand names.

* All of the selected brand products are backed by 100% Satisfaction Guarantee.

* The price of the products being sold are nearly forty to fifty percent less than the competitors.

* The company’s distribution channel is very efficient because they are actually both the distributor and retailer of the products being sold within the store.

WEAKNESSES

* Poor customer service.

* Stores are typically small.

* Store appearance and layout are usually the same.

* Limited brands available in the store.

* Store locations are usually outside the town or on side streets

OPPORTUNITIES

* Can increase employee’s quality of service towards customers.

THREATS

* Losing of loyal customers due to employee’s ineffectual customer service skills.

VI. ASSUMPTION

The following are the factors that may affect the quality of service provided by the employees:

*...