TASK 1 – BSBCUS501 Develop a customer service plan

VIOLETA HOYOS LÓPEZ

1. Customer service plan

Innovative Widgets Customer Service Charter

Our vision:
To maintain all Australian business running without problems using safe, quality widgets.

Mission:
 Innovate new ways of manufacturing and testing widgets
 Deliver consistently high-quality customer service internally and externally
 Keep Australian businesses buying Australian widgets through quality products and second-
to-none customer service
 Have the best safety record of any widget company

Who are our customers?

Our internal customers are: Our internal customers require:
 Production department;  To follow policies and procedures;
 Human resource department;  To keep the communication flow.
 Sales department;
 Marketing department;
 Management.
Our external customers are: Our external customers require:
 Technology companies;  Delivery in time;
 Mining companies;  Specifications of products.
 Sole traders;
 Individuals;
 Medium and small business.
We’ll give you what you need … and more!

We promise to deliver a widget that’s right for your needs:

 Providing a clear description of the product features and specifications;
 Tested products ensuring that every single widget follow the quality standards;
 Under guaranteed quality even after the product being used.

We promise to support you:

 Delivering our products within the time required, ensuring that you will receive them;
 To sell the widgets with a fair price to keep your projects within your budget;
 Whatever problems you have after receiving your purchase, we want to help you ensuring you are
happy and well looked after.
 We’ve support our people to support you!

Innovative Widgets’ policies and procedures that support customer service include:

 Customer support policy and procedure;

 Customer complaints policy and procedure;
 Recordkeeping policy and procedure;
 Customer information and market research policy and procedure;
 Customer feedback policy and procedure.

2. Innovative Widgets

2.1. Customer support policy and procedure – collecting market research

Purpose: The purpose of this policy is to set up best practices for helping customers with
their inquiries regarding to our service or products.

Scope: The scope of this policy applies to any inquires/problems that customers may have
regarding to our service or products to be handled by our team members.

Resources: Specific procedures for the implementation of this policy are available below and
on the company intranet.

Relevant legislation: Anti-discrimination legislation; Equal Opportunity Act 2010 (VIC);

Privacy Act 1998; Competition and Consumer Act 2010; Occupational Health and Safety Act
2004 (VIC).

Updated/ authorized: 11/2016 – Renata da Silva

Customer support process/es

1. Greet the customer cordially and present yourself.

2. Ask them how you could help them.

3. Listen fully the customer needs and ask them questions to gather more information.

4. Provide the information/support with the many details as possible.

5. Only provide correct information. If you are not sure, ask the customer to gently wait until
you check the information.

6. Ask the customer if he wants anything via email or even printed information.

7. Ask customer is the support was helpful. Collect feedback.

8. After finding a resolution, fill the customer support form and send to customer service
manager.
 2.2. Customer complaints policy and procedure

Purpose: The purpose of this policy is to ensure the management of complaints runs
transparently, fairly and consistently following the organization requirements.

Scope: The scope of this policy is related to the management of customer complaints by
employees and contractors of Innovative Widgets.

Resources: Specific procedures for the implementation of this policy are available below and
on the company intranet.

Relevant legislation: Equal Opportunity Act 2010 (VIC); Privacy Act 1998; Competition and
Consumer Act 2010; Occupational Health and Safety Act 2004 (VIC).

Updated/ authorized: 11/2016 – Renata da Silva

Customer support process/es

1. Greet the customer cordially and present yourself.

2. Ask them how you could help them.

3. Listen fully the customer complaint and ask them questions to gather more information
about the complaint.

4. Apologize for the inconvenient caused and thank for their complaint saying that this helps
to improve the service’s quality.

5. Ask them how they would like it to be resolved.

6. In case of a faulty item, ask the customer if he allows us to send it to quality department for
testing. No product replacements can be authorized by staff members’.

7. Using your professional judgment to evaluate cases of refund for faulty products on
maximum $25.

8. After finding a resolution, fill the customer complaint form and send to customer service
manager.

9. Any complaint that cannot be solved from this procedure must be directed to the Customer
Service Manager.
 2.3. Recordkeeping policy and procedure

Purpose: The purpose of this policy is to establish guidelines to implement and to maintain
the records management system meeting the organization needs as well as it legal and
accountability requirements.

Scope: The scope of this policy is related to the management of recordkeeping by employees,
management of Innovative Widgets.

Resources: Specific procedures for the implementation of this policy are available below and
on the company intranet.

Relevant legislation: Privacy Act 1988; Anti-discrimination legislation; do Not Call Register
Act 2006; Industry codes of practice; State Records Act 2000.

Updated/ authorized: 11/2016 – Renata da Silva

Recordkeeping process/es

1. Innovative Widgets keeps their records clear, up-to-date to ensure that they can be accessed
and used to help customers, to provide quality in service and must be understood by anyone
who access it.

2. The records must be kept on Innovative Widgets System and employees are not allowed to
hoard records in their own private store.

3. Innovative Widgets allows customers to see information hold about them.

4. Any record must be confidential and secured as on the Privacy Act 1998.

5. Any information that is found as incorrect must be revised and updated.

6. Employees are not allowed to destroy records without authority from management team.

7. Document reasons for decisions or recommendations that you make.

 2.4. Reflection on your development and design of a customer service plan

To develop and design the customer service plan for Innovative Widgets we had firstly
considerate our mission and customer needs. In order to go for the right pathway, we also
based the development of our customer service plan on others companies who have a high
level of positive feedbacks in this department.

The second step it was to look at the successful experiences that customers had with our
competitors and find out what was behind that positive feedback. Moving forward in
gathering information, we had created a thorough analysis of our current operations, tracking
all feedbacks, complaints we had received.

The third relevant topic it was the interaction of our employees with customers. We gathered
data of the average customer experience from customers’ and employees’ points of view. We
also had meetings with our employees to evaluate their performance and to listen what
areas/tasks they had been struggling with.

The communication within the company is also very important. When designing a plan to
manage any area, all staff member must be informed of the existence of that material. Anyone
within the company have access to this information and they must know how to access.
However, prior any employee start working training has to be provided to ensure that they
understand their role and responsibilities, the policies and procedures and the company’s
expectations in regarding to their performance.

After handling all this information it was possible to rate our current performance, identify
which areas our customer service we are already excellent at, and which areas need
improvement. Moreover, we could draw our strategies have a better flow of information
within the team members, ensure that employees/ management have a better understanding of
process which results in delivering a customer service that matches with our customer
expectations.

The customer service plan must be revised every six months.