A Story of Target Guest Service

Joseph H. Hancock
Revised by: Nancy J. Rabolt , Judy K. Miler

Business Case
Source: Bloomsbury Fashion Business Cases
DOI: 10.5040/9781474208796.0052
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A new team leader for a Target store is responsible for the management of guest services, sales, and returns, among other duties. He is well known for his excellent customer service by many of his “guests,” as Target refers to their customers. The company has an upfront corporate return policy which can be found on every receipt the customer receives. There are formal procedures for employees to follow regarding whether they can grant a return or not. A frequent store guest tries to return expensive items that she purchased some months ago. The guest services member she approaches tells her that the items are now on sale for about 20 percent of the price that she paid for them. The dissatisfied customer is incredibly frustrated, so the team member calls his supervisor to assist him. The leader informs the guest that he cannot accommodate her, and she needs to call the guest services phone number. She does this but is not happy with the outcome and demands other company superiors’ numbers. As the team leader is writing down the information she wants, she grabs the paper from him, her items, and storms out of the store. Students will assess this situation and discuss Target’s store policy and customer service strategies.

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