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Assessment Task 1 BSBCUS501 Manage quality customer service

Appendix 1: Customer service plan template


Innovative Widgets Customer Service Charter

Welcome to Innovative Widgets!


Our vision:
The vision of the Innovative Widgets is to develop the lead in the customer service satisfaction. The customer
satisfaction service on time is the vision and providing excellence in service within the expectations of the
customers. This all will be achieved in 5 years.

Our mission:
It’s to always convey a passion for the customer and to consistently deliver the best service experience

Who are our customers?

Our internal customers are: Our internal customers require:


Employees, Supplier Constant Communication;Proper working environment;
Advance customer service options.
Our external customers require:
Quality; Timely Delivery; Constant Communication;
Our external customers are: Uninterrupted Supply

Buyers or customers who purchase the products

We’ll give you what you need … and more!


We promise to deliver a widget that’s right for your needs:
We make stainless steel widgets in a range of sizes: 5mm, 6mm, 7mm, 8mm, 9mm and 10mm
We promise to support you:
Current technology provides a wide range of tools with which companies can communicate with their customers –
website messages, email newsletters, text messages, social media, and even the old-fashioned notices in community
newspapers. A company should be fanatical with their communications regarding follow-up to enquiries, progress on
an outstanding order, and resolution of a problem; an informed customer is a happy customer

We’ve support our people to support you!


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

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Assessment Task 1 BSBCUS501 Manage quality customer service

Innovative Widgets
Customer support policy and procedure – collecting market
research

Purpose Enforce good practices for helping customers with their inquiries regarding to our
service or products.

Scope Applies to customer’s inquiries 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 Anti-discrimination legislation; Equal Opportunity Act 2010 (VIC);Privacy Act 1998;
legislation etc. Competition and Consumer Act 2010; Occupational Health and Safety Act 2004
(VIC).

Updated/ Board of directors


authorised

Customer support process/es

1. Greet the customer nicely and friendly make a short presentation of yourself.
2. Ask them how you could help them.
3. Listen fully the customer needs and ask them questions to gather all the information as possible.
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. ask
the customer what you can help them with, etc.

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Assessment Task 1 BSBCUS501 Manage quality customer service

Innovative Widgets
Customer complaints policy and procedure

Purpose The purpose of this policy it to describe how to manage within company policies
and procedures. Respecting and creating a friendly environment for problem
solving brought by clients as effectively as possible.

Scope The scope of this policy covers the performance of sales department and
department of customer service as leading departments in customers
communication and dealing with issues and complaints by employees of
innovative Widgets.

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

Relevant Anti-discrimination Act; Privacy Act 1998; Fair Work Act (Cwlth); AS ISSO 15489:
legislation etc. 2002 Records management

Updated/ Board of directors


authorised

Customer complaints resolution process/es

1. Greet the customer, introduce yourself


2. Treat customer with respect, listen to customers without disturbing or judging; be professional
3. Ask How can i help you, show empathy and listen to the customer carefully
4. Do your best to resolve the customer issue
5. Record all important information
6. Thank them for their time and cooperation.

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Assessment Task 1 BSBCUS501 Manage quality customer service

Innovative Widgets
Recordkeeping policy and procedure

Purpose The purpose of this policy it to describe how to record the records and maintain
them so that if there is any problem we can use these records to ensure the
employee and the customer..

Scope Management team

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

Relevant Anti-discrimination Act; Privacy Act 1998; Fair Work Act (Cwlth); AS ISSO 15489:
legislation etc. 2002 Records management

Updated/ Board of directors


authorised

Recordkeeping process/es

1. Clear and accurate as well as updated data must be provided.


2. It must be understood to the accessor.
3. they must be private and confidential.
4. Incorrect information must be charged

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