Task 1: BSBCUS501 Customer Service Plan

Violeta Hoyos López

 Innovative Widgets Customer Service Charter

Welcome to Innovative Widgets!

Our vision:
To provide Australian Businesses with best, safe and quality widgets.
Our mission:
Through the innovation of our products we want to provide Australian businesses the best
Australian made quality widgets.

Who are our customers?

Our internal customers are: Our internal customers require:

 Office Strong
 Manufacturing interpersonal skills (helps identify and meet
 Warehouse the customer’s psychological
 Production department needs)
 Human resource department
 Sales department Empathy (to see the problem from the
 Marketing department customers viewpoint)
 Management
Communication skills (active listening)

Ability to recap the facts and the customer’s

feeling

To follow policies and procedures

To keep communications flow

Our external customers are: Our external customers require:

 Over 1.000 external customer  Good quality products
Technology companies  Value for their money
 Mining companies  Friendly and professional service
 Sole traders  Assistance and help
 Individuals  Delivery in time
 Medium and small business  Specifications of product
 We’ll give you what you need … and more!

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

 Always representing Innovative Widgets at a high standard
 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:

1. Quality in our products, it is our highest priority.

2. We commit to provide the lowest fares.

3. You can have confidence in how quickly we will respond to an issue.

4. Solving whatever problems you have after receiving your purchase.

5. Delivering our products within the time required.

We’ve support our people to support you!

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

Customer complaints policy and procedure, is a good way to ensure that complaints are
taken seriously, and dealt with appropriately and consistently. It also helps to support our
customer needs by listening and resolving them enquires.

Customer support policy and procedure, finding a better or faster way of doing something is
how we give our customers the best support to their needs, especially when we take care of
the request and we solve them promptly.

Recordkeeping policy and procedure, Innovative Widgets is committed to the principle of

maintaining accurate, comprehensive, clear and complete records of services provided to all
customers.
Innovative Widgets

Customer support policy and procedure – collecting market research

Purpose This Policy has been developed to support our Company’s

commitment to customer service

Scope This policy applies to all interactions between staff and customers

Relevant Australian Consumer Law (Competition and Consumer Act 2010)

legislation etc.

Customer support process/es:

1. Acknowledge request

2. Respond to request.

3. Inform customer of progress of the request.

4. Inform customer on completion of the request.

5. Ask them how they are.

6. Ask about their issues and reason for contacting customer service department.

7. Listen to the issues of the customer and respond positively.

8. Take instant action for the issues they’ve faced and give assurance that their problem
will be solved.

9. Ask customer about their satisfaction with the services.

 Innovative Widgets
Customer complaints policy and procedure

Purpose We are committed to being responsive to the needs and concerns

of our customers or potential customers and to resolving your
complaint as quickly as possible

Scope This policy applies for the Office department

Relevant The Australian Consumer Law (ACL)

legislation etc.

Customer complaints resolution process/es

1. Listen to the complaint.

2. Be understanding.

3. Listen carefully to what the customer is saying.

4. Record the complaint.

5. Discuss option to fix the complaint.

6. Never argue with the customer.

 Innovative Widgets
Recordkeeping policy and procedure

Purpose Ensures legal compliance and ethical standards, achieve customer

and employee confidence, maintain operational efficiency and
high customer service performance

This policy aims to ensure:

 accountability and increased efficiency including reducing
time spent finding records and enhancing information
sharing within the agency (where possible);
 compliance with [legislative, administrative or business
requirements];
 consistent application of the principles within [relevant
information standards];
that all employees are aware of their recordkeeping
responsibilities.

Scope This policy applies for the Office department

Relevant Privacy laws (Privacy Act 1988)

legislation etc.

Recordkeeping process/es:

1. Capturing the information.

2. Checking the information to ensure is complete and correct.

3. Recording and save.

4. Acting through trigger points.

 OWN REFLECTION

Every customer is important, we had considerate our mission and customer needs to design the

customer service plan, this plan ensures us how to provide the best of our company to them,

therefore, the policies we have are important because these enable the customers to be given

with quality service by the employees.

In order to ensure this quality customer service that we are mean to give, policies should be

implemented. A clear and well-written customer service policy guarantees the consistent growth

of Innovative Widgets if such well customer service and its policies are being strongly applied in

the workplace. Additionally, it also ensures that each individual in the company, know that they

are the ones who will be interacting with customers, therefore, they should know their

responsibilities and role in consistently delivering quality products and services to them as we

want to do it, in accordance with our vision and mission.

When designing a plan, we have to look at the successful experiences that customers had with

our competitors and find out what was behind that positive fact to reproduce and implement

strategies in the same way.

The interaccion of our employees with customers and communications within the company are

also very important. Any employee have to do a training before start working, to ensure the they

understand their role and responsabilities.

Through customer service and its policies, our customers know their rights as well as what they

can expect from Innovative Widgets as well as what are the matters that they have every right to
complain, or question to the business. We believe that all of this serves both the business and its

customers because we help them to achieve their goals with our quality products and services,

and that is how we implement our Customer Service Plan.

Violeta Hoyos López