Edition 10 The importance of customer service

As a result of carefully reading the Case Study, students should be able to: explain what is meant by organisational ‘culture’ and illustrate what is meant by a customer focused culture through using examples of how Homebase employees operate, understand and explain the term ‘strategy’ and show how the review cycle of ‘review’, ‘plan’ and ‘do’ enables Homebase to put its strategic plan into practice, know why customer research is important in helping an organisation to understand the wants and needs of its customers.

  1. Introduction
  2. Culture
  3. Building an improvement strategy
  4. The importance of customer service research
  5. Empowering staff to plan and do
  6. Conclusion