CUSTOMER SERVICE PLAN SAMPLE

Topics: Customer, Customer service, Good Pages: 6 (1252 words) Published: February 4, 2014


[Insert Department Name]

[Insert Department Logo]

Customer Service Plan

[Insert Date]

This template includes directions and examples.
Please remove all text in italics and replace with content for your Department’s customer service plan. Please note that the total length of your plan should be approximately ten pages.

Executive Summary
The Executive Summary should be 1-1.5 pages. In this section, provide an overview of the purpose of the document, that it was required by Executive Order 13571, and overall goals for the department’s customer service efforts. The table below provides summaries of your department’s signature initiative and the 3-5 key services that will be the focus of the subsequent sections of the plan.

Signature Initiative
Overview: [Brief description of the signature initiative that uses technology to improve customer service] Timing: [High-level timeframe for implementation and/or key milestones of the signature initiative] Service 1: [Insert Service Name]

[Insert name of implementing agency/division/program, if appropriate] Overview: [Brief description of the Service]
Key Customer Groups: [Describe the Department’s target customer groups for this service, e.g., long-term unemployed; low-income veterans; tech-savvy customers; small business; state governments] Challenges: [Describe the key challenges the Department faces in serving these customers, e.g., long processing times; high call volume; low awareness of service; high error rates in providing service] Featured Actions: [Describe 1-3 key activities that the Department will undertake to improve this service] Service 2: [Insert Service Name]

[Insert name of implementing agency/division/program, if appropriate] Overview:
Key Customer Groups:
Challenges:
Featured Actions:
Service 3: [Insert Service Name]
[Insert name of implementing agency/division/program, if appropriate] Overview:
Key Customer Groups:
Challenges:
Featured Actions:
Service 4: [Insert Service Name] (Optional)
[Insert name of implementing agency/division/program, if appropriate] Overview:
Key Customer Groups:
Challenges:
Featured Actions:
Service 5: [Insert Service Name] (Optional)
[Insert name of implementing agency/division/program, if appropriate] Overview:
Key Customer Groups:
Challenges:
Featured Actions:

Signature Initiative

Overview: [Brief, high-level description of the signature initiative. Use the same text as in the table in the Executive Summary.]

Overview
In this section, describe one major initiative (“signature initiative”) that will use technology to improve the customer experience significantly.

Impact and Benefits
In this section, identify the various benefits of the signature initiative (e.g. public transparency, cost reduction, delivery acceleration, efficiency gains, direct customer contact reduction) and estimate, if possible, the potential target impact of the benefits described in cost savings, customer hours saved, or improved customer service.

Key Milestones and Timeline
In this section, describe the key milestones and timeframe for implementation of the signature initiative (e.g. planned start and completion dates, timing of key activities, anticipated realization of primary benefits). The signature initiative should provide some tangible benefit by the end of Fiscal Year 2012; however, the initiative need not be complete by then. Service #1: [Insert Service Name]

[Insert name of implementing agency/division/program, if appropriate] Overview: [Brief description of the Service. Use the same text as in the table in the Executive Summary.] Key Customer Groups: [Describe the Department’s target customer groups for this service, e.g., long-term unemployed; low-income veterans; tech-savvy customers; small business; state governments. Use the same text as in the table in the Executive Summary.] Challenges: [Describe the key challenges the Department faces in serving...
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