Customer service plan
Produce a Customer Service Plan that shows a thorough understanding of the procedures and policies that need to be established in order to provide quality customer service.
You will prepare a Customer Service Plan for the fictitious company ‘Innovative Widgets'. The information required to produce the plan is to be taken from role plays and documentation provided throughout the course.
Procedure
1. Produce a Customer Service Plan with appropriate sections
2. All Innovative Widget data can be be sourced from your Student Workbook and in the Appendices for this assessment
3. Submit the plan.
Your Customer Service Plan should include:
> a vision and mission that refers to internal and external customers
> product standards that include:
- dimensions
- tolerances
- pricing
- material
- delivery.
> policies and procedures for:
- identifying customer needs that conform to the RATER model
- responding to customer complaints
- obtaining customer feedback, including a feedback questionnaire
- updating the plan that includes:
- contingency changes due to unforseen events
- routine reviews with no more than annual intervals
All policies and procedures should:
> be clear and unambiguous
> be realistic and achievable
> contain prescriptive instructions for realistic scenarios
> contain decision trees and/or flow diagrams.
Your trainer will be looking for a plan that:
> is clearly written in plain English
> is easy to navigate
> has correct spelling and grammar
> contains sufficient evidence to meet the outcomes listed above
> shows consistency in the use of:
> has any charts and tables produced.
At Innovative Widgets we are the number leading widgets producer in Australia. Established in 1952, widgets are used as components for a wide variety of machinery, including domestic and industrial machinery. All our widgets are functional, well designed and manufactured to the his highest quality standards. Customers across Australia look to us to provide high quality products at competitive prices.
This is a family owned company with the sons and daughters of the founder forming the board of directors. We operate from one main factory which include several different sections. These sections including a stores area for the raw materials used to make the widgets, a machine shop for producing the widgets, dispatch and deliveries.
Innovative widgets employs over 50 staff. Last year alone we made a pre-tax profit of $2,240,000 with a turn over of $16,000,000. We have a diverse range of customer's with 40% of our total profits coming from and major mining equipment company in Australia. And 60% coming from sales to medium and small businesses.