Customer Service and Innovative Widgets

Topics: Customer, Customer service, Consultative selling Pages: 5 (859 words) Published: October 9, 2014

 
 Develop
 customer
 service
 plan
 

 
Innovative
 Widgets
 Customer
 Service
 Plan
 

 

Vision
 
 

 

 

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.
 

 

 

Mission
 statement
 

 

The
 mission
 of
 Innovative
 Widgets
 is
 to
 convey
 a
 passion
 for
 the
 customer
 
and
 to
 deliver
 the
 best
 service
 experience.
 Innovative
 Widgets
 defines
 
customer
 service
 as
 any
 activity
 provided
 by
 an
 Innovative
 Widget
 
employee
 that
 enhances
 the
 ability
 of
 a
 customer
 to
 realise
 the
 full
 
potential
 value
 of
 an
 Innovative
 Widget
 product
 or
 service.
 
 

 

 

 

Product
 standards
 
 

 
Product
 (widget)
 aspect
 

Product
 standard
 or
 specification
 

Dimensions
 

Mean
 widget
 size-­‐
 10mm
 

Tolerances
 

+/-­‐
 3%
 variance
 (0.03)
 =
 all
 widgets
 including
 
tolerances
 =
 9.7mm
 –
 10.3mm
 

 

Pricing
 

Competitive
 Pricing
 determined
 by
 the
 size
 

Material
 

Metal
 and
 plastic
 

Delivery
 

3
 day
 guarantee
 delivery
 via
 courier
 or
 pick
 up
 
24
 hours
 after
 order
 taken
 

 

 

 

Customer
 information
 and
 market
 research
 policy
 and
 procedure
 

 
Policy
 

Innovative
 Widgets
 works
 closely
 with
 the
 existing
 clients
 and
 new
 clients
 
to
 obtaining
 the
 requirement
 of
 our
 clients
 in
 order
 to
 provide
 our
 
customers
 with
 the
 appropriate
 product.
 
Purpose
 

To
 remain
 as
 competitive
 and
 become
 Australia’s
 leading
 manufacturer
 
and
 distributor
 of
 widgets
 by
 identifying
 our
 customers’
 needs
 
Relevant
 legislation
 
• Privacy
 act
 1998
 
• Competition
 and
 Consumers
 Act
 

 
Procedures
 

Reliability:
 Deliver
 what
 we
 promise
 in
 service
 and
 product
 
Empathy:
  Being
  attentive
  to
  our
  customers
  using
  active
  listening
  and
 
courteous
 language.
 
Customer
  service
  employees
  will
  use
  active
  listening
  skills
  to
  ensure
  all
 
information
 is
 correct
 and
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