The importance of customer service
A Homebase case study

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Page 6: Conclusion

Homebase is committed to customer service. Customer service lies at the heart of our modern economy because we increasingly make choices on the basis of how we are served.

Excellence in customer service can only be fully achieved by having an organisational culture and value system which places the customer at the heart of everything that an organisation and its people do.

Homebase has embedded this culture of customer service by giving high priority to a customer service emphasis from top management right down to the operational team level. At the heart of a continuous improvement cycle is the review/plan/do cycle which provides a tool for improving customer service at every level within the organisation.

Homebase | The importance of customer service
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