Habitat for Humanity is looking to build out customer service strategy at their Rockford ReStore location. Rockford ReStore currently experiences a 50% new customer rate, and is aiming to increase their customer satisfaction and retention using industry best practices that can be tailored to their retail environment and reclaimed goods segment. They are asking you to develop a customer service philosophy and corresponding training program, process, structure, and incentive plan to promote effective customer service. They also hope that your plan will help to measurably improve customer satisfaction and retention.