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Sample Assignment Solutions - BSBCUS501: Manage Quality Customer Service
Assessment Task 1: Customer service plan
You will develop a Customer Service Plan for the fictitious company "Innovative Widgets". The information needed to produce the plan is to be taken from role plays and documentation provided throughout the course.
Introduction
The below mentioned customer service plan is for fictitious company "Innovative Widgets" that proves its effectiveness and shows how company ensures the best customer services to its broad range of consumers. Also, it has been given that how they resolve the complaints of customers in such a manner so that they can be retained for longer time.
Section 1
Vision
Vision is a statement that helps to give brief idea of what kind of customer services will be delivered in the near future. The company will be providing customer satisfaction by allowing timely and effective services thereby fulfilling the expectations of its customers. The company considers its vision as a commitment to its customers as well as all its stakeholders.
Mission
The mission of a company is important to determine as it caters a firm to attain its vision and this may involve functions, philosophies and objectives of company. The main objective of the firm has always been to provide innovative, effective and customer friendly services to all its consumers; i.e. external as well as internal customers. The mission of company is "to ensure innovation and manufacture products that are easier and safer to use". The company would aim to retain its customers by making them to realize the potential value of its quality products and services (Clair, 1994).
Section 2
Product standards
The firm aims to provide the best quality products to its customers that have the effective product standards that prove that the services and products of company are authentic and genuine.
Dimensions: If a customer buys a product like widgets then, the size of widgets should be in the range of 5mm to 10 mm and the sizes can vary as per the wants of customers.
Tolerances: When it comes to product tolerance then, the tolerances of the size should be less than 3% that is already specified in the contents (Clair, 1994).
Price: It offers fair prices to its customers and the customers have a fair choice to return or refund the widgets that are of wrong sizes so that they do not hesitate while buying products of company.
Material and delivery: Material standards will be strictly followed such as the firm is utilizing stainless steel in its products then, the standards will be strictly followed (Tschohl, 2011). The customers are given proper delivery by the manufacturing company.
Service standards
In addition to this, the discount of 10% will be given to customers who place their orders online. The products will be sent to customers through firms like Fast way or AAE and the company would try its best to deliver the product on time without any delay. The aforementioned information shows that the company effectively follows all the products and service standards.
Section 3
Policies and procedures
The company aims to determine the needs of customers in a timely manner so that it can remain global player and competitive in the Australian distributor and producer of widgets. The company conducts market research to identify the needs of customers using RATER model. In context to this, some of the important legislations to which the company strictly complies include:
- Australia's Spam Act, 2003
- Competition and Consumers Act, 2010
- Privacy Act, 1998
Innovative Widgets would aim to determine the needs of the customers by using the RATER model:
Ø This model would help customer service employees to interact with the customers through telephone or e- mail to analyze and evaluate their expectations.
Ø This information will be used by these employees through their active listening skills to make sure the entire information is correct and updated (Zemke and Woods, 1998).
Ø Also, the obtained information of all the customers through RATER survey would lay emphasis on the following aspects:
The customers require quality services from the manufacturing firm and this would help to deliver kinds of services that are promised by the firm.
Through assurance, the customers of the firm would be able to trust company's products and their capability to produce the best.
Through this, the company will aim to represent Innovative Widgets at a high standard quality so that it can make sure to provide the effective quality to all its customers.
The customers always wants that they should be treated well and their choices are preferred. This focuses on firm's capacity to respond to the expectations of customers in the most courteous and polite manner.
With the help of this aspect, the firm would response to customer's expectations in the most appropriate manner so that their expectations can be turned into reality (Fox and Trebilcock, 2012).
Procedure of responding to customer's complaints
Objective: The main objective of this study is assuring the effective management of complaints to frame a fair and transparent environment to facilitate customers to state their genuine and authentic perception.
Some of the significant legislations that are required to respond to customer's complaints in an effective manner include:
- Occupation Health and Safety Act, 2004
- Competition and Consumer Act, 2010
- Equal Opportunity Act, 2010 (Fox and Trebilcock, 2012)
Flowchart
The flowchart of the firm that determines how it responds to customer complaints is given below:
....Not Avail...
Another flowchart that should be followed to resolve customer complaints include the following headings:
....Not Avail...
Procedures
- Greet all the customers in the most polite and courteous manner so that they feel welcomed by the company.
- Listening to the desires, expectations and grievances of customers to assemble all the data and facts about that complaint to analyze the loophole. Then, asking counter questions to evaluate the main cause of the problem and resolving it so that customers can feel satisfied (Fox and Trebilcock, 2012).
- Making sure not to argue with the customer at any cost.
- Apologizing for the faults and mistakes at company's part such as poor service and being so sympathetic and polite towards them and asking them if they can do a favor of sending the faulty product to company's quality department for testing. This must be done in the most generous manner so that customers may not find it rude.
- When the firm is having all the information then, asking them to suggest how they would like the complaint to get resolved.
In addition to this, the company would make sure that all the customer complaints will be resolved with compliance to Complaints Policies and Procedures. For this, it records all the important data and information of customers such as their profile, RFPs, RFQs, PRs, complaints, claims and customer satisfaction survey details will be stored in the form of hard copies as well as soft copies so that the firm may not have to bear any legal hindrance due to this.
Section 4
Policy and procedure for the continuous improvement to the customer service plan
The company can further make improvements in its customer service plan by gathering routine reviews in short span of time from customers as the preferences of customers change very frequently. Apart from this, the plan should seek for updated questionnaire with the main aim to gather customer feedback so that major gaps can be identified between the services provided to customers and what they expect from Innovative Widgets.
The questionnaire should not be subjective and lengthy so that customers do not find it boring to fill it. In regard to this, the company would make sure not to take long halts while accumulating reviews regarding the effective products and services provided by the company so that it can improve them as per the wants of customers. The current procedure is based on the constant improvement to the customer service plan which includes:
Purpose: The main objective of this policy is to make sure that necessary amendments are made to improve this customer service plan time to time as the personnel department is directly responsible to make essential alterations in it to improve its effectiveness.
Scope: The scope of this study covers the management complaints so that the number of customers does not get reduced on the basis of their dissatisfaction towards company's products. This means that the firm should listen patiently to their grievances and desires in order to satisfy them in the best potential manner.
Resources: The Company should avail all the necessary resources to employees who manage this department so that they do not fall due to the shortage of resources.
Responsibility: The major responsibility for the implementation of the current policy remains in the hands of employees so that the complaints of customers can be managed and customer service plan should be updated in a timely manner to resolve their complex complaints (Tschohl, 2011).
Henceforth, it is very important the customer plan should contain the following basic heads to improve the customer services provided by company.
Conclusion
From the above discussion, it can be concluded that the above customer service plan is very lucrative for the success of Innovative Widgets. The current customer service plan is very effective as it enables customers to enjoy the effective services of company and lodge a complaint if they find these services ineffective and their complaints would be resolved soon so that they can be satisfied with the best.