Customer Relationship Management: Job Analysis of Walmart CSR

This report presents a job analysis of a customer service representative at Walmart, focusing on the tasks, hazards, and risk assessment associated with the role. The analysis begins with an introduction to the job and the importance of customer service in the company. The report then breaks down the job into individual tasks, such as opening customer accounts, handling customer complaints, and utilizing computer technology. For each task, potential hazards are identified, including ergonomic, biological, and physical hazards. The report then evaluates the risks associated with each hazard using a risk matrix, determining the probability of occurrence and the severity of consequences. Finally, the report suggests control measures to mitigate the identified hazards, such as implementing safety protocols, providing training, and using personal protective equipment. The conclusion summarizes the key findings and highlights the importance of job safety analysis in ensuring a safe and efficient work environment for customer service representatives and ultimately, contributing to good customer relationship management.

Running head: CUSTOMER RELATIONSHIP MANAGEMENT
Job analysis
Name of the Student
Name of the University
Author’s Note

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CUSTOMER RELATIONSHIP MANAGEMENT
Introduction
Each business or company has some space to support the customer related queries.
In that case, to provide the proper supports to the customers, it requires to hire customer
service representative who can make an interaction with the customers for resolving their
queries or complaints as well as process their orders and also provide the proper information
to the customers regarding the organization. Here, in this report, it follows the job analysis
for customer service representative in Walmart. The Walmart is denoted as one of the
leading supermarket which offers various types of products including grocery items as well
as electronics goods or beauty products, baby products and others also. This organization
hires a number of customer service representative for handling the customers’ issues. To
become a good customer service representative, the candidates should require good
communication and must have the knowledge of problem solving as well as computer skills.
According to the job analysis on the customer care service, the representatives are
accountable for opening the accounts for the customers and handle the customers’
complaints over the telephone. During the listening time of complaints, they ask the
customers to tell their customer id. However, with the help of customer id, they can track the
customers. After that, they analysis the issues and solve the issues if possible, otherwise
provide some possible recommendations to the customers.

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CUSTOMER RELATIONSHIP MANAGEMENT
Job task analysis
Risk Evaluation Controls
C D E F G H
A – Steps in
Task
B – Potential
Hazard/Accident
Consider all hazards
(physical, chemical,
ergonomic and biological)
Exposure
Occurrence
Probability
Risk Rating
Controls needed
to eliminate or
reduce the
exposure to the
hazard (may be
existing controls)
Open the
accounts of the
customers for
ensuring the
existence of
them in
company.
Ergonomic hazard – There
may happen the software
related issues during the
time of opening of customer
account
5 4 b 3 8:
Moderate
hazard
It requires to
consult with the IT
department who
are involving with
this software
development so
that it can avoid all
the
Take all the
information from
the customers
over telephone
that are
required to open
the accounts
Biological hazard – It may
happen the missing of any
information due to hearing
problem during the calling
time over the telephone.
4 3 b 2 6:
Major
hazard
It requires to
proper hear during
the calling time
with the customers
to take all the
information
because those
information are too
much vital for the
organization.
If any customer
is already exist
with this
company, then
it only requires
to query the
customer id
provided during
the initial timing
of account
opening.
Biological hazard – During
the searching time, it
requires to hear carefully
the customers related id so
that it is easy to search the
accounts from the
database.
Ergonomic hazard – During
the searching time of
customer id, the system
may face a hang position.
5 2 d 3 10:
Minor
hazard
To avoid this
issue, it requires
to consult to IT
department and
update the system
as per
requirement.
Hear all the
issues faced by
customers over
telephone
Biological hazard – The
constant high call volume
may occur the hearing
problem.
3 4 d 2 14:
Minor
hazard
To mitigate this
kind of problem, it
requires to set the
medium call
Job: Customer care representative Task: Handling customers over telephone

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CUSTOMER RELATIONSHIP MANAGEMENT
volume so that it
cannot effect the
ears and also hear
clearly the
conversion of
customers.
Investigate the
issues and
assures them
for solving the
issues.
Physical hazard – Due to
some critical issues faced
by customers, it may create
mental pressure on
representatives.
2 5 c 4 10:
Moderate
hazard
During the
conversation time
with customers
over telephone, it
requires to keep
calm their mind so
that they can
handle the
situation.
Otherwise, the
customers may
complain about
the behavioral
issue of
representatives.
Utilize the
computer
technology and
solve the
issues.
Physical Hazard – There
may happen electric short
circuit in the electric line.
4 3 c 2 5:
Major
hazard
All of the electric
lines need to
check by an
electrician to avoid
this hazard.
Post a notice of
do’s and don’ts of
electric wires.
Hang a notice and
write in it the
processing of how
to manage the
electric wires
during the working
time.
After solving the
issues faced by
customers, take
the feedback
from the
customers for
strongly
customer base
with the
organization.
Ergonomic hazard – Due to
not carefully listening the
feedback from customers, it
may deteriorate the bonding
with customers and
organization.
2 1 b 3 7:
Major
hazard
It must listen
carefully the
feedback from the
customers and
post the official
website of
company so that
other customers
can see the
feedback of
products or
services.

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CUSTOMER RELATIONSHIP MANAGEMENT

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CUSTOMER RELATIONSHIP MANAGEMENT
Conclusion
In accordance with the job analysis of customer service representative, it may
observe that they are accountable with managing of customers queries regarding the
products of the organization of Walmart. They need to provide special care to the customers
so that it can help to keep the good bonding between the clients with the organization. For
that, they need to handle the problems over telephone or by using computer based
technology. However, the customers act as the strong assets of the organization and also, in
that case, the organization provide proper training to the representatives for correct
behaviour. The representatives should have good communication skills for interacting with
the customers. With this communication skills, they communicate with customers for
knowing their problems and provide the solutions of that issues as possible. However, the
customers are always want the good behaviour from the organizational representatives.
Some parts of the business depends on the good customer relationship management. The
good customer service helps to increase good reviews of the customers. In this way, the
customer service representatives are liable to support the customer relationship
management in the organization.