Customer Service's Impact on Sales & Profitability at Boots PLC

This research project explores the critical role of customer service in enhancing sales and profitability, focusing on Boots PLC as a case study. The study identifies the importance of customer service, examines the challenges faced in providing excellent service, assesses the impact of poor customer service on Boots PLC's performance, and investigates strategies to overcome these shortcomings. The research employs a deductive approach within a positivist research philosophy, utilizing both primary and secondary data collection methods such as questionnaires and literature reviews. Key findings are presented through data analysis, leading to conclusions and recommendations aimed at improving Boots PLC's customer service strategies and overall business performance. The project also acknowledges its limitations and provides a critique of the research process.