Innovative Widgets customer service plan
This is a statement of how you envision customer services being delivered in the future
In five years’ time, Innovative Widgets will be the leader in customer service satisfaction, providing timely, responsive service with integrity, simplicity and a passion for excellence, while meeting or exceeding the customer’s expectations.
This defines what a company will do to achieve its vision. It may include the company’s functions, goals and philosophies
The mission of Innovative Widgets is to always convey a passion for the customer and to consistently deliver the best service experience. Innovative Widgets defines customer service as any activity provided by an Innovative Widget employee that enhances the ability of a customer to realize the full potential value of an Innovative Widget product or service before and after the sale is made, thereby leading to Customer Satisfaction and repurchase.
Provide a clear description of the product standards or specifications (page 27). •
Use the information provided in the case study.
If the information for one aspect of the product is not available in the case study, use your own judgement to outline a reasonable standard.
Product (widget) aspect
Product standard or specification
Mean widget size = 10mm
+/- 3% variance (0.03) = all widgets including tolerances = 9.7mm – 10.3mm Pricing
Competitive pricing which is determined by the size and materials Material
Metal and plastic
3 day guarantee delivery via courier or pick up 24 hours after order taken
Customer information and market research policy and procedure
Outline policies and procedures for gathering customer information and conducting market research to identify customer needs using the RATER model
Customer information and market research policy and procedure Purpose
To remain competitive as Australia’s leading manufacturer and distributor of widgets by identifying our customers’ needs Relevant legislation
Privacy Act 1998 (Commonwealth)
Australia’s Spam Act 2003
Competition and Consumers Act 2010
Using the RATER model Innovative Widgets will identify customer needs
Customer service employees are to contact clients by email or telephone to understand their experiences and expectations
Customer service employees will use active listening skills to ensure all information is correct and up to date.
Customer service employees will obtain information of all customers using the RATER survey which will focus on the following criteria;
Reliability: Deliver what we promise in service and product
Assurance: Ensuring our customer have trust in our knowledge and confidence in our ability to deliver Tangibles: Always representing Innovative Widgets at a high standard Empathy: Being attentive to our customers using active listening and courteous language Response: Always going above and beyond in all customer interactions as well as internal customers.
Customer service Managers will analyse the survey results to determine customer needs
CEO Innovative Widgets 2014
Customer complaints policy and procedure
Outline policies and procedures for responding to customer complaints
Complaints policy and procedure
The purpose of this policy is to ensure the management of complaints is carried out consistently, fairly and transparently and in accordance with organisational requirements. Relevant legislation
Privacy Act 1998 (Commonwealth)
Equal Opportunity Act 2010 (Vic)
Competition and Consumer Act 2010 (Commonwealth)
Occupational Health and Safety Act 2004 (Vic)
Greet the customer courteously and give them your name
Listen fully to what the customer is saying. Try to gather all the facts about the complaint and jot them down. Ask questions...
Please join StudyMode to read the full document