About Us
About East West Homes
East West Homes is a family owned, customer focused, project home builder with over 40 years combined building experience. Our long standing relationships with clients, suppliers, tradespeople and staff has helped us to achieve 10 HIA awards from Best Display under $250,000 to 2009's Energy Efficiency Award. As our customers are so important to us we have a detailed customer charter which we hand out to all new clients which outlines our commitment to how we will conduct our business.
Customer Service Charter
Introduction
The East West Homes vision is: we will be a leading builder in Victoria by providing excellent customer service to all clients, staff, builders, sub-contractors and suppliers.This is supported by our core values:
- Honesty
- Empathy (Yes We Can Help).
- Open Communication
- Respect and Teamwork
- Continuous Improvement.
To ensure that we are clear in the application of these values in regard to customer service, we have developed a specific charter to provide direction to our staff and clarity to our customers about what they can expect.
The East West Homes Customer Service Charter
- Our customer is the most important person in our organisation.
- We will endeavour to treat each customer as a unique individual with regard to personal needs and requirements and to satisfy as many of those needs as possible within the constraints of our organisation.
- We will conduct an independent annual customer satisfaction survey and will act on the results to constantly improve our customer service function.
- We undertake to respond to each individual customer query or complaint within 2 working days.
- We will be very clear about our processes and provide written outlines of the construction process.
- We will develop an individual minimum contact plan for each customer.
- We will treat each customer with respect and patience and expect that this will be the way each member of our staff and our sub-contractors are treated in return.
Our Philosophy
Yes We Can Help
Our YES WE CAN HELP philosophy is created by 3 important factors:
- PEOPLE: We pride ourselves on our people who understand how important your new home is to you. We can help!
- PRODUCT: We are proud of the thought behind our modern designs. Great to live in!
- PROCESS: We ensure that the building process from start to finish is a pleasure. Our approach to you will make all the difference. It's easy to build with us!
Download
Download a copy in PDF
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Customer Service Charter |