Customer Service. The aim of this project is to assess the customer service of an organisation of my choice; therefore, I have chosen Ikea.

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Customer Service

Lecture: Miss Michelle Cox

Introduction

The aim of this project is to assess the customer service of an organisation of my choice; therefore, I have chosen Ikea.

IKEA is a furniture retailer with a difference. With around a 100 giant stores operating in over 15 countries world-wide it has managed to develop its own special way of selling furniture which seems to impress customers of all nationalities. IKEA customers typically spend between one and a half and two hours in the stores - far longer than in rival furniture retailers. An important reason for this is the effectiveness of the way it organises its stores - all of which are the same in most important respects all around the world. The design and philosophy of its store operations go back to the original business which was started in southern Sweden by Ingvar Kamprad in the 1950s. At the time Mr Kamprad was successfully selling furniture, through a catalogue operation. In response to customer requests to be able to see some of his furniture, he built a showroom in Stockholm, not in the centre of the city where land was expensive, but