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From The Times
June 27, 2008

DSG International: time is so short to curry favour

David Wighton: Business Editor’s commentary

Few shoppers at Currys or PC World would disagree with John Browett’s admission that customer service has not been good enough. So they should welcome his decision to send 20,000 instore staff for retraining. Whether that will be enough to get them back in the stores is another matter.

Mr Browett puts most of the group’s problems down to basic retailing mistakes – such as not being able to get enough hot computer games machines and making a complete hash of pricing and products in its Italian stores. Mr Browett insists that these can all be fixed, given time. The worry is that time is short in such a fast-moving business. More urgent action seems required, particularly if Best Buy can import its US-style customer service to the UK.

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