Excellent customer service is the key to any successful business. It is important for Wal-Mart to keep a good customer service reputation and also increase this reputation developing a customer service strategy that would improve their customer feedback. Customer service goes hand to hand with the implications to cost because many customers would rate a store based on their price. For example, if a store, in this case, Wal-Mart offers items at a more expensive price than any other store the customer would more like never return to the store and/or provide a bad customer service feedback and this could be very costly. According to an article named The True Cost of Bad Customer Service (n.d), bad customer service costs 84 billion yearly,
