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Unit 12: The Customer Service Desk

Notes
car, or replacing product labels on products when they are missing (without having to
wait to be told what to do).
The general philosophy of Homebase’s teamwork approach for employees is called
‘I make a difference’ and is that they should:
take personal responsibility
have a ‘can do attitude’

if something isn’t right, do something about it – don’t leave it to someone else
confidently own every situation and deal with it
give praise and recognise everyone’s contribution
In addition staff may receive one of the Homebase Recognition Awards. These are awarded
to staff for going above and beyond the call of duty in delivering customer service and
living the values, the awards are bronze – star, silver – hero and gold – legend, which is the
ultimate achievement with only 16 gold awards across the entire company, each award
winner receives a certificate, limited edition pin badges and leisure vouchers which can be
used in a variety of outlets.
Empowered employees have much higher levels of motivation, they enjoy their work,
and their loyalty to and pride in Homebase is enhanced. Highly motivated employees in
turn will help the organisation to achieve its objective of putting the customer first.

People:
Long-term
Energised
sustainable
revenue
The
Processes: Our promise Financial
Homebase
Effective to customers Results:
Way
The Homebase Cash margin
Products: differentiated growth
Enhanced customer
experience

Of course, as a business, Homebase is best placed to create the high financial returns that
shareholders in the company are looking for. This inter-relationship between people,
processes and products to the benefit of the customer is illustrated by the Homebase
Roadmap.
Conclusion

Contd....

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