service plan

Topics: Customer, Customer service, Sales Pages: 1 (292 words) Published: September 9, 2014

Customer service vision and mission

Vision
In five years time, Innovative Widgets will be considered a market leader in customer service.

Mission
Innovative Widgets aims to deliver friendly, professional, innovative and quality service to all internal and external customers.

Product and/or service standards 

Consumer guarantees for products
If you buy a product (such as widgets):
• Its size must be in the range of 5mm, 6mm, 7mm, 8mm, 9mm and 10mm.  • The tolerances of the size must be less than 3% than specified. Any wrong size of the widgets can be return and refund. • Material like stainless steel will strictly follow the standard.  • Items will have 10% discount if customer order on website. • Items will be sent by delivery company such as Fastway or AAE, In case your item is delayed, we will make every reasonable effort to return it to you within 24 hours.

Policy and procedures for identifying customer needs

Policy: Innovative Widgets works closely with the existing clients and new clients to obtaining the requirement of our clients in order to provide our customers with the appropriate product.

Procedures: our company will identifying customer needs via RATER model survey.   Customer services members contact clients by email or telephone to understand their experiences and expectation;  Obtaining the information of customer via RATER survey (the survey will be focus on five different areas: Reliability, Assurance, Tangibles, Empathy and Responsiveness);  Analysis the survey to identify the customer needs.

Policy and procedures for obtaining customer feedback 
Policy: Innovative Widgets seeks to provide clients with both formal and informal feedback mechanisms to obtain customer feedback. Innovative Widgets seeks to develop client relationships where both Innovative Widgets and client feel comfortable to initiate contact at anytime within service period.

Procedure: 
 Talk directly with customers by telephone to...
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