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Carphone Warehouse

The Business

Carphone Warehouse recognizes that in order to be competitive in its markets, customer service is a vital part of its activities. They have a strong emphasis on after-sales service, Web-based help and insurance against mobile theft.

The firm has set up a link to the blacklisting database of all the network operators. This ensures that any mobile phones stolen from their stores (pre-connection) through shoplifting and bulk theft will be blacklisted immediately.

Carphone Warehouse must be careful, though, over gimmicks such as having an email link to their Chief Executive. Whilst this may appear to be an inspired piece of publicity, it can be irritating to customers who believe they are getting individual attention, only to receive an automated response.

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