Innovative Widgets Customer Service Plan Essay

VisionThis is a statement of how you envision node dos creation geted in the futureIn five years cadence, innovational whatsiss go out be the leader in node dish out satisfaction, providing timely, responsive supporter with integrity, simplicity and a passion for excellence, while meeting or exceptional(a) the customers expectations.Mission statementThis defines what a compevery go forth do to achieve its vision. It may include the companys functions, goals and philosophiesThe missionary station of Innovative Widgets is to always consume a passion for the customer and to systematically deliver the best avail 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 standardsProvide a wrap up des cription of the product standards or specifications (page 27).Use the selective information provided in the face study.If the information for one aspect of the product is not available in the case study, use your own judgement to out pull a intelligent standard.Product (widget) aspectProduct standard or specificationDimensionsMean widget size = 10mmTolerances+/- 3% variance (0.03) = all widgets including tolerances = 9.7mm 10.3mm PricingCompetitive pricing which is tick offd by the size andmaterials MaterialMetal and shapingDelivery3 day guarantee delivery via courier or pick up 24 hours after order takenCustomer information and market research form _or_ system of government and bit abridgment policies and surgical processs for gathering customer information and conducting market research to identify customer needs using the RATER putPolicyCustomer information and market research policy and procedure consumptionTo remain competitive as Australias leading maker and distr ibutor of widgets by identifying our customers needsRelevant decreePrivacy lay out 1998 (Commonwealth)Australias Spam flake 2003 arguing and Consumers lick 2010ProceduresUsing the RATER pretending Innovative Widgets leave alone identify customer needsCustomer service employees are to contact clients by email or telephone to discover their experiences and expectationsCustomer service employees pull up stakes use expeditious listening skills to tally all information is correct and up to date.Customer service employees will obtain information of all customers using the RATER survey which will stress on the following criteriaReliability Deliver what we promise in service and productAssurance Ensuring our customer gestate trust in our cognition and confidence in our ability to deliver Tangibles Always representing Innovative Widgets at a high standard Empathy Being paying attention to our customers using active listening and courteous language Response Always going preceding (prenominal) and beyond in all customer interactions as well as internal customers.Customer service Managers will analyse the survey results to determine customer needsUpdated (date)CEO Innovative Widgets 2014Customer complaints policy and procedureOutline policies and procedures for responding to customer complaintsPolicyComplaints policy and procedurePurposeThe purpose of this policy is to ensure the guidance of complaints is carried out consistently, fairly and transparently and in concurrence with organisational requirements.Relevant legislationPrivacy Act 1998 (Commonwealth)Equal Opportunity Act 2010 (Vic)Competition and Consumer Act 2010 (Commonwealth)Occupational Health and sentry go Act 2004 (Vic)Procedures salute the customer courteously and give them your nameListen fully to what the customer is saying. Try to gather all the facts close to the complaint and jot them down. implore questions and summaries what they are sayingNever argue with the customerApologise for an y product fault or poor service. Be sympathetic. Ask if the customer will allow us to send the faulty item to our character department for testing.When you have all the details about the complaint, ask the customer how they would like it to be resolvedUpdated (date)10/2011 CFOManaging records and data policy and procedureOutline policies and procedures for managing records and dataPolicyManaging records and data policy and procedurePurposeThe purpose of this document is to establish a framework for the implementation and concern 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 profound and accountability requirements.Relevant legislationPrivacy Act 1988Anti-discrimination legislationDo Not Call Register Act 2006 assiduity codes of causeProceduresInnovative Widgets records and data are accurate, up-to-date and clear to ensure that they can be utilize for the benefit of the customer and service provisionThey must be understood by anyone who needs access to themThey are to be do by as confidential and kept secure as per Privacy Act 1998Customer are allowed to see the information which Innovative Widgets hold about themAny incorrect information must be changed or destroyUpdated (date)CEO Innovative Widgets 2014ReflectionReflect on how the design of your plan will work to achieve quality customer service and legal compliance. You may wish to includehow procedures will work to ensure quality time and cost specifications agreed with customers key provisions of legislation and mandatory standards and an chronicle 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 enormousness for public relations and product/service promotion discussion whether a customer service charter should be develo ped for Innovative Widgets to beg off the organisations customer service policy to customers.The main young with the performance of Innovative Widgets is the implications of the continued bad customer service. In line with the Innovative Widgets 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 splendid 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 preceding(prenominal) and beyond in all customer interactions as well as internal customers (responsiveness)All leg al aspects are covered to ensure legislation compliance which include oPrivacy Act 1998 (Commonwealth), Australias 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