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Innovative Widgets Customer Service Plan Essay

1118 words - 5 pages

Innovative Widgets customer service plan

Vision

• This is a statement of how you envision customer services being delivered in the future

In five years’ time, Innovative Widgets will be the leader in customer service satisfaction, providing timely, responsive service with integrity, simplicity and a passion for excellence, while meeting or exceeding the customer’s expectations.

Mission statement

• This defines what a company will do to achieve its vision. It may include the company’s functions, goals and philosophies

The mission of Innovative Widgets is to always convey a passion for the customer and to consistently deliver the best service experience. Innovative ...view middle of the document...

• Customer service employees will obtain information of all customers using the RATER survey which will focus on the following criteria;

Reliability: Deliver what we promise in service and product
Assurance: Ensuring our customer have trust in our knowledge and confidence in our ability to deliver
Tangibles: Always representing Innovative Widgets at a high standard
Empathy: Being attentive to our customers using active listening and courteous language
Response: Always going above and beyond in all customer interactions as well as internal customers.

• Customer service Managers will analyse the survey results to determine customer needs

Updated (date) CEO Innovative Widgets 2014


Customer complaints policy and procedure

• Outline policies and procedures for responding to customer complaints

Policy
Complaints policy and procedure
Purpose
The purpose of this policy is to ensure the management of complaints is carried out consistently, fairly and transparently and in accordance with organisational requirements.
Relevant legislation
• Privacy Act 1998 (Commonwealth)
• Equal Opportunity Act 2010 (Vic)
• Competition and Consumer Act 2010 (Commonwealth)
• Occupational Health and Safety Act 2004 (Vic)
Procedures
• Greet the customer courteously and give them your name
• Listen 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 saying
• Never argue with the customer
• Apologise for any product fault or poor service. Be sympathetic. Ask if the customer will allow us to send the faulty item to our quality department for testing.
• When you have all the details about the complaint, ask the customer how they would like it to be resolved

Updated (date) 10/2011 John Doe CFO

Managing records and data policy and procedure

• Outline policies and procedures for managing records and data

Policy
Managing records and data policy and procedure
Purpose
The 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 well as its legal and accountability requirements.
Relevant legislation
• Privacy Act 1988
• Anti-discrimination legislation
• Do Not Call Register Act 2006
• Industry codes of practice

Procedures

• Innovative Widgets...

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