Wal-Mart Tire and Lube Observation Evaluation
Uploaded by honeyb on May 01, 2002
I chose to observe and evaluate a Wal-Mart Tire and Lube customer service representative. On February 16, 2002, I went to the Wal-Mart store in Upstate New York to change both of the tires on the front of my car. At around 4:45 PM, I walked up to the Tire and Lube department counter inside of the store. A customer service representative, Linda, proceeded to assist me with my purchase. While my order was being worked on, I observed Linda while at work. I was able to observe Linda, while she was taking care of about six customers.
For this observation report, I chose to evaluate this worker on the following criteria:
Politeness - how polite she is with customers and her coworkers?
Interest - does her job seem to be interesting or boring to her, and her reaction to performing tasks for her job?
Speediness - her pace of performing tasks for her job.
Knowledge - how knowledgeable she is about her area of work?
Cleanliness - how clean she is dressed and how clean her workspace is?
Organization - how organized her desk and her papers are?
Personality - how well she interacts with customers and coworkers?
Interaction with coworkers - how well she interacts and works with her coworkers?
Efficiency - how efficient she is with performing tasks for her job?
Laziness - if she is lazy or not while at work (if yes, then how lazy?).
Most customers that were assisted by Linda had smiles on their faces; they also smiled while talking with her. All customers seemed very satisfied with her help and had all of their questions answered. While taking orders, Linda was very polite with customers and listened well to what the customers had to say. She appeared very interested in her job and helping people find, order, and buy what they needed. Despite taking her time helping customers, Linda worked in a very proficient pace and did not take any breaks or deep breaths in between the orders. She also seemed to be very knowledgeable and experienced in this line of work. She was asked a plethora of questions while observed by me, and there were not any that she could not answer. However, some customers seemed perplexed by a few of her answers, most of the time it was because of the terminology. At that time, Linda proceeded to explain her...