GREAT SERVICE ACCESSIBLE TO ALL

摘要

During a year of in-depth customer research, national merchant Plumb and Parts Center has identified key areas where it could add value and improve its service levels as part of a major investment programme. Customer service director Gary Hitchens, who with his team has spearheaded these changes, explained why they were implemented. "Our focus has very much been on raising the bar across the whole business," he said. "We wanted to make it clear that when our customers say they want something, we will listen and do something about it."