Essay on Home Depot Case Study

1210 Words Feb 26th, 2008 5 Pages
Home Depot's Customer Service Case Study
Home Depot is an American based retailer of home improvement and construction products. Home Depot also offers services to its consumers. With its headquarters in Cobb County, Georgia, the company employs more than three-hundred fifty five-thousand people and operates two-thousand one-hundred sixty-four big-box stores across the world including, all fifty states, the District of Columbia, Puerto Rico, the Virgin Islands, Guam, Canada, Mexico and China ( The Home Depot is the largest home improvement retailer in the United States and is the second largest retailer in the United States, behind Wal-Mart ( The company employs more than three hundred thousand people in
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The reason behind it, is that a customer could buy thousands of dollars at the store, and not have anyone help them, and also have a customer be frustrated and not spend a dime. The company had let the consumers believe that they don't care, either way, if you spent money or not.
There has been a huge uproar on this issue,, a blog, states "Top executives at Home Depot don't seem to understand the concept of customer service. Home Depot seems to have the worst customer service of any major company. From what I read, this problem goes all the way to the CEO, Bob Nardelli." Also on, a sales associate states that they have "poor management, rude bosses, and general disrespect among fellow employee."
In June, BusinessWeek reported that Home Depot's share price had dropped some 24 percent during the biggest home improvement boom in history. One big reason for the company's deteriorating foundation: unhappy customers, and lots of them. In fact, Americans ranked Home Depot's customer service as dead last against the nation's other major retailers (
With all this said, it is time that Home Depot takes action against the complaints and work toward achieving what they were built on, excellent customer service. As a Strategy Specialist at FIDM Inc., I advise that Home Depot hire more employees on the sales floor to cater

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