Develop Customer Service Plan

I. Introduction

Innovative Widget is one of the largest widget producers in Australia, founded in 1952. It produces various ranges of widgets from domestic appliances to industrial equipment. As a family owned company, it has been operated successfully for last 50 years, but recently it has faced downfall on their sales. To gain its leading position in widget industry, we have developed a new Customer Service Plan. All employees of Innovative Widget is required to read following Customer Service Plan and adapt it into their daily workplace.

II. Vision Statement

Identify our customers’ needs and provide products and services, which can satisfy our customers therefore building long-term relationships with our customers.

III. Mission Statement

• Develop our products and services to the highest quality and provide them to the customers on the best fit for the performance, reliability and price.

• Constantly contact with the customers to identify their needs and their experience with the products and services provided by Innovative Widget.

• Present our products and services in an open, honest and professional manner.

IV. Product Standards

a. Dimension: Widget’s sizes will range from 10mm to 30mm. Custom sized widgets can be produced if approved.

b. Pricing: Price range will be from AUD$2 to AUD 20. Once our customer becomes the Royal Customer, they will receive 5% discount on their orders.

c. Materials: Innovative widget uses only stainless steel on our entire products.

d. Delivery: Dispatch time will be within 2 days of order and delivery time will vary according to the destination and shipping methods.

V. Policy & Procedures

Innovative widget persists to maximize customer satisfaction. In order to achieve top customer satisfaction we have set policies and procedures in customer service. To identify our customer need we should practice following procedure, which is based on RATER model

Reliability:

1. What is...