ASSESSMENT TASK 1 Innovative Widgets Customer Service Plan Vision and mission statement In five years time, Innovative Widgets will be considered to be a market leader in customer service. In order to achieve this vision, the mission of Innovative Widgets is to always deliver friendly, professional, innovative and quality customer service to all members of the Innovative Widgets industry and the general public. Product Standards If any products has been purchased in our shop: There are several fixed size in the range of 5 to 10 mm. There will be tolerance of the size which is less than 3% of the specified size. Any mistaken size of the widgets can be return and refund rapidly. Material such as stainless steel and titanium will strictly follow the standard. There will be a 15% discount if customer made their orders through website online. The delivery of our product will be sent through POST office, if any delays, we will always make every reasonable action to return it to you within 24 hours. Policies and Procedures Gathering customer information will include: Direct feedback from the clients Survey Active listening Conducting market research to identifying customer needs via RATER model will include: Customer services members contact clients by email or telephone to understand their experiences and expectation. Obtaining the information of customer via RATER survey (the survey will be focus on five different areas: Reliability, Assurance, Tangibles, Empathy and Responsiveness Analysis the survey to identify the customer needs Reflection In order to receive customer quality service, there are several factors that needs to be considered. One of these factors is a well organized procedures, these ensure the customers’ loyalty to the brand and a good reputation for potential consumers. Relying on the brand is the main goal of the customer service procedures because trust is a powerful value in human society. However, it has been discovered throughout this assessment that internal customer- provider relationships does happen within a company and that this sort of relationship should follow the same policies and procedures. The relevance of these policies and procedures is high due to fact that they define codes and agreements among the parts involved.
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- Three '17
- Innovative Widgets, quality customer service