Innovative Widgets Customer Service Plan Essay

VisionThis is a statement of how you envision guest military overhauls being throw ined in the coming(prenominal)In five years time, modern wash rooms go away be the leader in node service satisfaction, providing timely, responsive service with integrity, simplicity and a passion for excellence, while meeting or exceeding the nodes expectations.Mission statementThis defines what a company will do to achieve its vision. It may accommodate the companys functions, goals and philosophiesThe mission of Innovative Widgets is to always convey a passion for the guest and to consistently take 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 client Satisfaction and repurchase.Product standardsProvide a profit description of the p roduct standards or conditions (page 27).Use the selective information provided in the fictional character 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 specificationDimensionsMean widget size = 10mmTolerances+/- 3% variance (0.03) = all widgets including tolerances = 9.7mm 10.3mm PricingCompetitive pricing which is conditiond by the size andmaterials MaterialMetal and pliantDelivery3 day guarantee delivery via courier or pick up 24 hours after holy order takenclient information and market research indemnity and actionOutline policies and procedures for gathering customer information and conducting market research to identify customer needs using the RATER modelPolicyCustomer information and market research policy and procedure PurposeTo re principal(prenominal) competitive as Australias leading manufacturer and distributor of widge ts by identifying our customers needsRelevant legislationPrivacy moment 1998 (Commonwealth)Australias Spam Act 2003Competition and Consumers Act 2010ProceduresUsing the RATER model Innovative Widgets will identify customer needsCustomer service employees atomic number 18 to contact clients by email or telephone to deduce their experiences and expectationsCustomer service employees will use active comprehend skills to ensure all information is fructify and up to date.Customer service employees will obtain information of all customers using the RATER survey which will focus on the following criteriaReliability Deliver what we promise in service and product self-assertion Ensuring our customer have trust in our knowledge and confidence in our ability to deliver Tangibles forever representing Innovative Widgets at a high standard Empathy Being attentive to our customers using active sense of hearing and courteous language Response Always going above and beyond in all customer int eractions as surface 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 wariness of complaints is carried out consistently, fairly and transparently and in accordance with organisational requirements.Relevant legislationPrivacy Act 1998 (Commonwealth)Equal Opportunity Act 2010 (Vic)Competition and Consumer Act 2010 (Commonwealth)occupational Health and Safety Act 2004 (Vic)ProceduresGreet the customer courteously and give them your name take care 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 sayingNever argue with the customerApologise for any product fault or pitiable service. Be sympathetic . Ask if the customer will allow us to send the faulty item to our theatrical role department for testing.When you have all the details about the complaint, ask the customer how they would like it to be pertinaciousUpdated (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 maintenance of an appropriate records management system. Innovative Widget is committed to maintaining a records management system that meets its business needs as soundly as its legal and accountability requirements.Relevant legislationPrivacy Act 1988Anti-discrimination legislationDo non Call Register Act 2006Industry codes of formulaProceduresInnovative 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 provisi onThey must be understood by anyone who needs access to themThey are to be treated as confidential and unplowed secure as per Privacy Act 1998Customer are allowed to see the information which Innovative Widgets throw away about themAny incorrect information must be changed or destroyedUpdated (date)CEO Innovative Widgets 2014 lookReflect on how the design of your plan will work to achieve quality customer service and legal compliance. You may wish to let inhow procedures will work to ensure quality time and appeal specifications agreed with customers key provisions of legislation and mandatory standards and an explanation as to why they are pertinent 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 engages and the impressiveness for public relations and product/service promotion discussion whether a customer service charter should be developed for Innovative W idgets to explain the organisations 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 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 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 legisla tion 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