Task 1 - Develop a Customer Service Plan - Task 1 Develop a...

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Task 1: Develop a Customer Service Plan Performance objective The student will demonstrate the ability to plan to meet customer requirements through the development of a customer service plan. Assessment description You will develop a customer service plan for the simulated business ‘Innovative Widgets’. You will gather the background information on the simulated business from your Student Workbook and any information about Innovative Widgets that you may have created in the course of completing learning activities in the Student Workbook. Procedure 1. Over the duration of the course, gather information on the Innovative Widgets simulated business from course materials. 2. Based on the information you gather, produce a customer service plan for Innovative Widgets. Develop the customer service plan using the template provided in Appendix 1. Your customer service plan should include: a. vision and mission statements that refer to Innovative Widgets’ provision of customer service b. a list of internal and external customer types and their needs
c. product standards that include: i. minimum safety requirements ii. dimensions iii. tolerances iv. pricing v. material vi. delivery d. policies and procedures for: i. gathering customer information and conducting market research to identify customer needs using the RATER model ii. responding to customer complaints iii. managing records and data.

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