Manage Quality Customer Innovative Service – Innovative Widgets

Customer Service Plan

Discuss about the Manage Quality Customer Innovative Service.

Innovative Widgets Customer Service Charter
Welcome to Innovative Widgets! Our vision and mission: The vision of the Innovative Widgets is to make the Australian business scenario running with the help of quality widgets and high quality customer service for the same. The mission of the company is to process the innovation regarding to manufacturing and testing of the newer kinds of widgets. Delivering of high quality customer service on both external and internal ideas is there. The Australian customer service should be given widgets according to the needs of the company and should also be given safety procedures of the same. Save Time On Research and Writing Hire a Pro to Write You a 100% Plagiarism-Free Paper. Get My Paper
Who are our customers?
Our internal customers are: The internal customers of the Innovative Widgets are the companies and organizations seeking widgets and supporting elements for their business.	Our internal customers require: The internal customers require the services which are of top quality along with the service and delivery of the ordered products within three days of placing the order as claimed by the policy of the brand
Our external customers are: The external customers include the customers who are in association with the internal customers make use of the various types of services of the Innovative Widgets	Our external customers require: The external customers need specific motives and services that will enable them to stay loyal to the brand and also quality customer service for the same.
We’ll give you what you need … and more! We promise to deliver a widget that’s right for your needs: The widget delivered will be perfect for the needs of the various customers as the widget involved will make sure that all the requirements of the customers will be met. The quality of the product will be perfect and as per the requirements of the customers so that the people ordering the product from the company can get ample benefits from the company as well. In addition, the price point will be apt to the point so that everybody can order their stuffs from the company and the delivery of the ordered items will be done within three days of placing the order. The customer service will be apt and will be really friendly and would not be a hassle to the clients. They can make sure to lodge their complaints and their obligations with the brand as they face any sort of problems in the same.
We promise to support you: The company promises to support the customers from their purchase to the delivery and even provide required after-sales support to the same. The clients will purchase the products with all their requirements met and will be given their preferred payment option to make sure that they do not face any problem in the same. The price point will be reasonable compared to the other competitors in the market and the products will be delivered within a stipulated time of three days from placing the order. The time of delivery is one of the pivotal promises that distinguishes the company from the other companies in the market. The after-sales support provided by the team will also be satisfactory to the customers as they will receive adequate customer support and sales support with a soft customer executive. The behaviour of any company determines its presence and so the behaviour of the staffs at Innovative Widgets will be the point of attraction to their customers.
We’ve support our people to support you! Innovative Widgets’ policies and procedures that support customer service include: The list of policies and procedures that support customer service include the following vision and policies to provide the customers with the basis of good and quality customer service. In addition, the service related to the customer enquiry should be carried out consistently, fairly and transparently in accordance to the policies of the organization. The customer complaints and suggestions will be taken on a priority basis and will be assigned to the authorities to take appropriate decisions. The customer complaints will be managed by the agents that are not only polite to the whole business but also able to solve the problems of the customers. The policy of the organization should be made according to the policies and rules of the competitive organizations and should be in accordance to the need of the customers. The suggestions and complaints will be received at the end and will be marked with a stagnant view of the whole policy.

Purpose	The purpose of the policy of collection of market research is to make sure the types and quality of services and products demanded by the customers and the clients along with the quality that the competitor market is providing.
Scope	The policy and procedures of the market research belongs to the department of marketing the people associated with the marketing procedures.
Resources	The procedures associated with the policy involve the thorough market research and analysis of the research materials along with the adequate steps implied for the process.
Relevant legislation etc.	The list of relevant legislations for the policy involve the conduction of legislation by the local government and the industry policy arena that develops the policies regarding the marketing of the act.
Updated/ authorised	The year of approval of the policy is 2017 and the person who approved it is the Organizational Head who is also the CEO along with the CMO of the brand.

Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer; step 2: ask the customer what you can help them with, etc.

1. The customer should be asked about their purchase experience as a part of the after-sales programme of the company and also should be given the scope to say their problems and suggestions for the improvement. Customer feedback should be the priority for the customer service team.
2. The customers if have certain problems should be asked to reveal the problem and also to make use of the suggestions given by the brand. In addition, the customers should be encouraged to seek help from the brand whenever they feel like and also share their positive feedbacks of the buying experience.
3. If the customer has any issues regarding the product or service of the brand, it should be solved at the first priority. In addition, the people of the customer service should be assigned the task of making the customers satisfied with their prompt solutions and nice behaviour.
4. The customers have to be made believe of their priority in the brand’s value and should be made aware of the various kinds of benefits they can have about the purchase and buying of the products.

Purpose	The purpose of the customer service policy is to make sure that the complains and suggestions given by the customers are carried out with consistency and efficiency. In addition, the customers should be treated well.
Scope	The scope includes the management of customer service by the employees are done by the employees engaged for the same and also to make sure to give apt relevancy.
Resources	The resources of the policy are available on the internet of the company and also in the legislative book of the company
Relevant legislation etc.	Privacy Act 1988 (Cwlth) Equal Opportunity Act 2010 (Vic) Competition and Consumer Act 2010 (Cwlth).
Updated/ authorised	The thing was update and authorised by 10/11 by John Doe CFO

Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help them with, etc.

1. Greeting of the customer should be done in a courteous manner and the employees should tell their names.
2. Listening to the customers is really important as that can reveal vital points about the customer. Also, arguments with the customers is not an option at any point.
3. Apologising for the fault on the part of the company is one of the basic features of the customer service department.
4. When the details of the complaints has been given by the customer, the employee needs to address it properly and give prompt solutions to the same.

The Innovative Customer Widgets is a company that will concentrate on the manufacture of the innovative and different kinds of widgets that will help the customers in meeting their needs for the different kinds of the works. As a member of the company, one of the principal task of mine is to make sure that the customers receive the best of the services and all their queries goes answered by the people of the company. Customer service is one of the main elements of a business organization that makes sure that the company is getting enough of their benefits from the dealings with the customer. There are a number of benefits of having a proper customer service plan that makes the customers prone to visit the company more. Innovative Widgets is one of the major companies in the dealing of the widgets with the lowest price and a fast delivery option. I, as a member of the company when evaluate the customer service of the company find that the customer service of the company is on a major deterioration and needs to be balanced as soon as possible. The number of the people of the customer service team is not doing their needful in making the customers return back to the company like behaving in a rude manner with the customers and not receiving their calls whenever required. The company is suffering major loss in the section and so needs to be addressed in a proper way.

One of the major problems in the business organization of Innovative Widgets is the lack of proper customer service management in the company that is affecting the customer base of the organization both in the short and long run. The behaviour of the customer service team is of utmost importance in the working of an organization as it can make a customer have a good impression over the company and also make sure to return back. In the following report, the summary of the customer service team performance is being done along with the causes and recommendations for the same.

Who are our customers?

The customer service team performance has been on a downfall since the past few months with unresolved complaints and rude behaviour from the employees. The employees of the organization  are maintaining a very rude and unapproachable way of handling the cases and are not responding to the calls of the customers and even keeping them on hold. The customer service team should maintain a diligent call record and even treat the customers with priority. The customers are facing recent problem in the quality of service provided in terms of receiving of the call as well as the different aspects of the quality of call and the ways in which the customers can be satisfied are seen. The customer service quality should upgrade with all the required benefits of the same.

The causes for such a behaviour of the customer service team are namely – the lack of interest of the team related to customer service to appropriately view the problems and their lack of interest to serve the company in an honest way. One of the other causes of the lack of customer support team is their lack of knowledge for the satisfaction of the customers and answering to their queries. Lack of knowledge of the company policies and claims is another cause as to why the people of the company have least interest against the customer support of the team.

The recommendation of the company is to give proper training to the customer care executives so that they can process their knowledge and information in the same field to give adequate customer satisfaction. The developmental training for the customers should make the employees aware of the lacking of the support that they are giving. Even the employees of the organization should be made aware of the importance of customer service in the company so that the employees of the company can be trained according to the needs of the firm.

Conclusion

In conclusion, it can be said that customer service is one of the major facets of the organization in keeping the clients of the place get attracted to the policies of the workplace. There are a number of ways in which the customer service team can maintain the job role assigned to them and to eliminate the probable causes related to it.

To: Your Mines Co.

CC: Customer Support Head, Operations Manager, Marketing Head

Subject: Clearing of misunderstanding by Innovative Widgets

We’ll give you what you need … and more!

Dear Sir/Madam,

I, being the representative of the Innovative Widgets Co., am writing this mail in order to apologise for the lack of customer satisfaction that you and your company has been facing due to our organization. The customer service employees has also expressed her apology for the same.

Your problem has been resolved and the material that you have ordered will be delivered to you within the next three days as claimed by the policy of the brand. The materials will be as per the requirements that you have provided and will be according to the needs of your client without any mistakes. The total order will be served to you at a discount of 10% as a sign of our apology for the inconvenience.

The customer service of the brand has been improved a lot since your last complaint as a mark of our apology and now the executives know the terms and conditions of the company better in association with customer complaints. Moreover, the policies and terms of the whole procedures has been improved in accordance to the complaints of the customers and the new policies are designed in such a way that there are different types of aspects for the different types of customer complaint session. The shipping of the products has been assigned to a different company so that the delays in the customer handlings can be made negligible and should be given enough scope to maintain the time gap of ordering and delivery.

The other aspects that we received complaints about including the rude behaviour of the staff is also taken care of by the department as the employees are given required training to make them aware of the appropriate training and module of speaking. The employees dealing in customer service are given specific requirements so that the dealings with the customers can meet the specific customer dealings. The products are qualified and tested so that there is no defect in the overall effect of the customer service. The products are made to suit the different variations in the overall effect of the customer dealings so that the different customers are satisfied with the varied kinds of process associated with the overall business of the firm. The customer support executives are trained now to process the request assigned to them and also to make sure that the complaints of the customers are taken into utmost consideration.

Subject	Session	Time
Customer Service Management	·         The session deals with the ways and techniques of management of the customer service and address their queries in a proper manner.	Approximately 2-3 days.
Behavioural Guidelines	·         Session on the proper behaviour of the customer service team and their reciprocation to the customers in times of the queries	Approximately 2 days
Attending calls and answering them in a proper way	·         Attending calls and answering the clients according to their needs and recommending the solutions to the problems.	Approximately 3 days
Knowledge about the company as well as attending the complaints	·         Proper knowledge about the company and its workings	Approximately 1 day

call/enquiry/complaint handling time	·         Customer knowledge ·         Complaint knowledge ·         Knowledge of customer handling ·         Peaceful conversation
Following organizational procedures	·         Training and strict adherence to rules ·         Procedures should be strictly adhred
Identification customer issues and opportunities to increase customer satisfaction or meet customer needs	·         Training and development of the student ·         Make all the requirements meet ·         Answering all the enquiries without hassle
assisting team members to improve customer service	·         Providing ample scope for the same ·         Give ample scope for the employees to know about the customers
assisting other internal customers of customer service team	·         Customer management ·         Leadership should be really strong ·         Motivation for the employees to work better ·         Sorting out the customers who are worth to the organization
Customer retention	·         Understanding the customers ·         Providing adequate information about the customers ·         Make changes according to customer needs ·         Ask for customer feedback of the same ·         Give ample scope for the customers to say their problems
Sales	·         Provide ample scope for the team ·         Make the team aware of the different opportunities that the company can provide ·         Make the customers believe in the concept of Innovative Wizards ·         Make the brand safe and moderately effective for the people
Ability to handle complaints	·         Training for the same ·         Identification of the complaints according to the seriousness ·         Make the complains have fissile results
Record and store customer information	·         Development of technology ·         Storing and updating of the same information ·         Making the information available to the variety of people involved
Customer satisfaction	·         Customer service ·         Easy communication ·         Give ample results for the same ·         Make the whole thing effective for the organization and the employees of the organization

1. How long are you associated with the organization?
2. Are you satisfied with the services of the organization?
3. Do you think the organization is sustainable?
4. Do you wish you come back again?

• Lack of professional service
• Lack of structure
• Internal communication
• Lack of customer feedback

• Meeting the requirements of stakeholders
• Proper feedback
• Enter into new markets

Key Performance Indicator is one of the major factors determining the performance of the customers of the organization. There are a number of indicators that determine the performance of the employees in a firm out of which some of them are major and some of them are minor in their aspects. In this report, the main aim is to analyse the key performance indicators delegating the service of the employees effecting their roles and employment level.

Key Performance Indicator is defined as the various kinds of aspects and indicators that determine the performance of the employees in a particular organization. The importance of the KPI in the business is to make sure the employees perform in a particular way and also to serve in the company as per the indicators of the same require to be performed. The importance of KPI lies in the fact that without the markings of the same, it is not possible to make out the level of performance of the employees in a particular organization.

Conclusion

In conclusion, it can be said that KPI is one of the major aspect of determining the performance of the employees of a particular organization. There are a number of importance of the KPI and its association with the workings of the organization. In conclusion, it can be said that KPI is one of the major determinants of the performance of the employees and should follow a set of certain recommendations for the same.

• Public relations should be maintained at all levels of the organization so that the people of the organization should be given enough training and modulations to make the customers satisfied at all cost.
• Training and developmental programme should be conducted at all level so that the employees can effectively satisfy the queries of the customer
• Customer communication should be increased at all levels so that the employees and customers are dealt with in a proper manner
• The customer should be made a priority in the task and should be made to witness all the changes that the company has undergone.
• Organizational communication should be made compulsory among the employees and the customers and the calls and mails should be tracked by the quality supervising team to make the quality implied by the team more convenient and of superior nature
• The quality of the work should be made a compulsion and who ever will adhere to the rules and set guidelines will be rewarded
• The quality of the customer care should be made a compulsion for the employees of the organization otherwise the customers will be dissatisfied for the same.

A rationale for each recommendation based on your knowledge of:

• Identification of problem related to the customer support and sales. The clients who are getting the rude replies from the employees need to address their issues to the company so that the adequate steps can be taken in the procedure. The identification of the key issues should be made compulsory by the quality support team so that the customers receive the best of the services from the people and also made to answer certain questions if the answers are not upto the mark.
• The resolution of the problem is to be done in a manner so that the clients are happy about the end result and they get an option to return to the company further.
• The clarification of the matters along with apology when requires make the whole matter really easy to handle.

• Customer relationships should be maintained at all levels and should be given enough scope for the betterment. The service should be of top quality and should be assigned to make sure that the customers are getting their desired level of service.

• Management of quality customer service delivery is to be done by making the customers happy with the end results of their complaints by taking help from the clients and listening to the problems of the clients and customers when and where required. The customers should be given quality service within a set period.
• Service delivery should be made according to the terms of the contract and should be delivered within three days of placing the order.

• Technological help can be procured in times of need as with better implementation of technology the people of the organization have a better scope for the management of the various kinds of the customer service related queries
• Technology plays a vital role in making the all over procurement of the result easy and upto the mark with better time delivery adjustment and also making sure that the customers are satisfied.