The importance of customer service in full in PDF format taken from edition 10 of Business Case Studies.
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.
Read the case study online here
