This is the point that customers would go different locations and they received poor service. The lack of accountability is what contributed to the communication breakdown.

How could the crisis be avoided?

The way that this crisis could have been avoided, is by implementing a policy of improving employee training and communication. The way that this could have been conducted, was to teach everyone on the store level how to deal with irate customers and stay within company policies. This would have prevented these situations from spiraling out control, by satisfying their needs and admitting to possible mistakes that were made. Once this occurred, it would have meant that the image of the company would have improved.

Prepare to manage, recognize, contain, resolve and profit from the crisis

The best way to deal with these kinds of issues is that Wal Mart must completely revaluate these situations. The way that...
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