Carphone Warehouse

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Carphone Warehouse

The Carphone Warehouse's Product Truth: A product bought from The

Carphone Warehouse will not only be the most appropriate for the

customer's needs, it will also benefit from a comprehensive range of

products, services and after-sales care that cannot be found

elsewhere.

At The Carphone Warehouse everything we do is based on our 'five

fundamental rules'. The rules speak for themselves and need little

embellishment. However, it is worth stressing that the rules are

applied not just in our stores, but in our call centres and support

functions too, to ensure that we provide the best possible customer

experience.

* If we don't look after the customer, someone else will.

* Nothing is gained by winning an argument but losing a customer.

* Always deliver what we promise. If in doubt, under promise and

over deliver.

* Always treat customers as we ourselves would like to be treated.

* The reputation of the whole company is in the hands of each

individual.

Business review Nov 2000

1) 1999 Christmas over 4 million people got a mobile phone

2) Over 154 million use a mobile across Europe in 2000

3) Charles Dunstone set up Carphone Warehouse only 11 years ago

4) He realised that smaller operations such as builders and plumbers

could make good use of the mobile phone, this was his niche

5) In the early days he made it very easy and simple for people to buy

phones

Stakeholders

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1) Customers - it offers; a range of networks, phones, clear

information and impartial advice.

2) Employees and managers - good training, development opportunities,

team building through social events and fair rewards.

3) Owners - private company & profits shared with small group of

shareholders.

4) Suppliers and creditors - treated fairly but customer was always

put first.

5) Community - community involvement schemes, improve image.

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