RadioShack: Make Customer Service a Priority


Target: RadioShack CEO Joseph Magnacca

Goal: Change firing policy so employees who demonstrate extraordinary customer service don’t lose their jobs

People become accustomed to shopping at certain stores for many reasons, sometimes for mere convenience or for a sales representative’s reputation. Gabriel*, an Assistant Store Manager for RadioShack in New York, received several compliments on his customer service verbally and through the company’s website. In May 2013 he was fired after falling short on sales goals set up by the District Manager remotely.

RadioShack is large corporation that has stores throughout the United States. The company prides itself on “provid[ing] today’s consumers with precisely what they need, […] personal attention and expert guidance of knowledgeable sales associates — in a convenient, inviting and easy-to-shop store environment,” as stated on its corporation page.

While working for RadioShack, Gabriel was frequently commended on his ability to speak to customers on multiple levels in a language they understood. As Assistant Manager, Gabriel gave “every customer who walk[ed] through [the] door the personal attention they deserve[d].”

Despite Gabriel’s appeal within the clientele, which frequently brought customers back to the same RadioShack, his superior found more importance in the number of physical sales transactions rather then the experience Gabriel gave the customers. RadioShack believes in customer service, but was quick to fire an employee with outstanding customer service. Demand RadioShack Corporation to take more consideration when firing employees and give priority to sales associates who give exemplary customer service.

*name has been changed.


Dear Mr. Magnacca,

I am saddened to hear that RadioShack does not value employees who give exemplary customer service. For years I have relied on RadioShack’s customer service as means to receive advice and guidance for my electronics purchases. By firing an employee who demonstrates the values of the corporation, despite fluctuation in sales number, the company is failing to give its customers the best customer service possible.

Please amend the firing policy held at RadioShack so that employees who demonstrate exemplary customer service can keep their jobs. By putting focus on sales numbers exclusively rather than customer service, RadioShack is not upholding its promise for superior customer service.


[Your Name Here]

Photocredit: Eduardo P via Wikimedia Commons

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