Over the past few years, Wal-Mart has continually been accused of poor customer service. In 2013, USA Today ranked Wal-Mart as the most hated retailer based on its low customer satisfaction score collected by the American Customer Satisfaction Index. However, over the years, Wal-Mart continues to become the largest retailer with poor customer service (The Huffington Post, 2015). How can Wal-Mart rebuild its image? To help Wal-Mart be named the best retailer, rather than the worst, Team A came up with solutions to solve the problem at hand. We have studied the causes of low customer satisfaction that all Wal-Mart customers face and found solutions to end this problem. For our research, three different criteria of good customer service were evaluated: knowledge, friendliness and availability. Purpose and Scope However, Wal-Mart is not successful in all areas. Instead, it has been reported numerous times for having indifferent and unprofessional customer service in its stores, which has tarnished Wal-Mart's reputation as a designated shopping mall for certain customers. The purpose of our research is to decide whether or not Wal-Mart should incorporate biweekly training programs for its employees, increase salaries for existing employees, and whether Wal-Mart should conduct electronic customer feedback surveys at every checkout counter in the country. two large Walmart retail stores located on S Duff Ave and Grand Ave in Ames, Iowa. This report will cover several topics regarding Wal-Mart employee customer service, keeping in mind the most important characteristics of knowledgeable, friendly, and helpful. The information in this report will not cover all Wal-Mart facilities in the United States, but will only pertain to the two stores located in Ames, Iowa..