Diversity In The Workplace Essay

961 words - 4 pages

In the ever expanding business world, it is imperative for companies to provide a workforce as diverse as the customers they serve. Wal-Mart Tire and Lube Express is no exception. Working with new customers on a daily basis can be a challenge, even when the same language is spoken. Automotive customers often think of shop talk as a foreign language and things must be explained in a manner that each customer understands on an individual basis. Many sales are based on educating the customer. When a difference of languages being spoken arises, this challenge can become more than just a lost sale. When safety issues arise regarding a customer's vehicle, it is Wal-Mart's responsibility to inform the customer. Doing so properly requires adequate translation, without which could cause serious injury not only to the customer, but other travelers on the roads.When the new SuperCenter was opened in Rantoul, IL, replacing a 20 year old original store, managers should have realized the need for bilingual employees. Although the population of Rantoul is only about 12 thousand and has shown a decline in the past 18 years, (CLRSearch.com, 2008), several languages are prevalent throughout the community, including Latino and Asian dialects. "Of the more than 28 million Spanish speaking people in the United States, 5.1 million do not speak English well and nearly 3 million do not speak English at all " (Roberts, 2006 , para.10). The new SuperCenter also serves a large amount in interstate travelers, adding to the need of a diverse language base within the store. This need was made evident to upper management when several complaints were made regarding services received through the Tire and Lube Express. The service writer's responsibilities include greeting customers, gathering information regarding name and vehicle, assessing the vehicle for obvious needs and recommending additional services available based on their assessment. Often, this is the first impression the customer has of the store; therefore, it is important to be professional, knowledgeable, and have good communication skills. Management in charge of hiring mistakenly viewed this position as a door greeter and hired accordingly. Krystal, who was hired as a door greeter and transferred to service writer when the new store opened, had no prior knowledge of vehicles, computers or people skills. The latter was made evident on several occasions when foreign speaking customers came into the store wanting their vehicles serviced. She would become rude and abrupt in her mannerisms. Some customers would have their young children translate their needs, which would annoy Krystal even more. Many of the other associates in the department felt as if they were constantly making up for her bad attitude and fixing her mistakes.When a Spanish speaking customer came in one day needing a new tire, Krystal wrote a work order for an oil change. The technician doing the oil change noticed that one of the tires was...

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