Innovative Widgets Customer Service Plan Essay

Vision †¢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. Mission statement †¢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. Product standards †¢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) aspectProduct standard or specification DimensionsMean widget size = 10mm Tolerances+/- 3% variance (0.03) = all widgets including tolerances = 9.7mm – 10.3mm PricingCompetitive pricing which is determined by the size and materials MaterialMetal and plastic Delivery3 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 Policy 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 Procedures 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 Updated (date)CEO Innovative Widgets 2014 Customer complaints policy and procedure †¢Outline policies and procedures for responding to customer complaints Policy Complaints policy and procedure Purpose 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) Procedures †¢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 and summaries what they are saying †¢Never argue with the customer †¢Apologise for any product fault or poor service. Be sympathetic. Ask if the customer will allow us to send the faulty item to our quality department for testing. †¢When you have all the details about the complaint, ask the customer how they would like it to be resolved Updated (date)10/2011 CFO Managing records and data policy and procedure †¢Outline policies and procedures for managing records and data Policy Managing records and data policy and procedure Purpose The purpose of this document is to establish a framework for the implementation and maintenance of an appropriate records management system. Innovative Widget is committed to maintaining a records management system that meets its business needs as well as its legal and accountability requirements. Relevant legislation †¢Privacy Act 1988 †¢Anti-discrimination legislation †¢Do Not Call Register Act 2006 †¢Industry codes of practice Procedures †¢Innovative Widgets records and data are accurate, up-to-date and clear to ensure that they can be used for the benefit of the customer and service provision †¢They must be understood by anyone who needs access to them †¢They are to be treated as confidential and kept secure as per Privacy Act 1998 †¢Customer are allowed to see the information which Innovative Widgets hold about them †¢Any incorrect information must be changed or destroyed Updated (date)CEO Innovative Widgets 2014 Reflection Reflect on how the design of your plan will work to achieve quality customer service and legal compliance. You may wish to include †¢how procedures will work to ensure quality time and cost specifications agreed with customers †¢key provisions of legislation and mandatory standards and an explanation as to why they are relevant to aspects of your plan, particularly policies and procedures †¢best practice models and voluntary standards and codes of practice which inform your plan †¢customer service charters and the importance for public relations and product/service promotion; discussion whether a customer service charter should be developed for Innovative Widgets to explain the organisation’s customer service policy to customers. The main issue with the performance of Innovative Widgets is the implications of the continued bad customer service. In line with the Innovative Widget’s mission statement; to always convey a passion for the customer and to consistently deliver the best service experience. †¢Using the RATER model as the key training tool and used as the underlying aspect of all procedures, will ensure superior customer service; oAlways delivering what we promise in service and product (reliability) oEnsuring our customers have trust in our knowledge and confidence in our ability to deliver to the highest standard (assurance) oAlways representing Innovative Widgets in a positive way (tangibles) oBeing attentive to our customers, using active listening and courteous language (empathy) oAlways going above and beyond in all customer interactions as well as internal customers (responsiveness) †¢All legal aspects are covered to ensure legislation compliance which include; oPrivacy Act 1998 (Commonwealth), Australia’s Spam Act 2003, Competition and Consumers Act 2010, Equal Opportunity Act 2010 (Vic), Occupational Health and Safety Act 2004 (Vic), Anti-discrimination legislation, Do Not Call Register Act 2006, Industry codes of practice