Carphone warehouse website corporate information.

• 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

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.
6. Competitive advantage – achieved by putting the customer first

Nuffield Activities

1. Customer service – ultimate price promise, express repair centre mobile phones & health
2. Training – Monitoring of sales skills, time taken to answer the phone, waiting time in store, staff attitudes & product knowledge
3. Staff – rewards for good work and innovation
4. Mobile phones and health – In May 1998 launch of a information service which gives the latest developments of how mobiles can affect your health
5. Finding the family – 100 phones sent to Kosovo with airtime to help reunite families

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