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Innovative Widgets Customer Service Charter |
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Welcome to Innovative Widgets! Our vision and mission: The vision of Innovative Widget is to expand the company in the international market. The mission is to provide customer services and aim to satisfy the customers by providing relevant and prompt solutions. |
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Who are our customers? |
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Our internal customers are: The internal customers of a company include people that are directly connected with the company (Eisingerich et al., 2016). In the case of Innovative Widgets, the internal customers include the stakeholders, employees and the investors. |
Our internal customers require: These customers aim at the development of the company. They provide feedback that can help in improving the company and the manner in which the business is conducted. |
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Our external customers are: These include the type of customers that enter shops, purchase a product and leave. These people may remain loyal to a shop only if efforts are made to keep them satisfied. In the case of Innovative Widgets, the external customers include the callers that required solution |
Our external customers require: These customers look to be satisfied by the type of service that is provided to them. They require proper listening to their grievances and appropriate solutions so that they remain satisfied with the services. |
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We’ll give you what you need … and more! We promise to deliver a widget that’s right for your needs: The quality of service that the company provides includes proper communication with the customers. Innovative Widgets need to listen to the needs of the customers and provide a proper solution. The services provided cannot be in a rude manner. Gentle greetings of the customers need to be done in order to retain the loyalty of the customers. |
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We promise to support you: Innovative Widgets guarantees 24 hours of services to the clients. The cost of the calls made to the company is toll-free and people are expected to get proper after sales services. This can help the company to retain the loyalty of the customers and provide support at the time of need. |
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We’ve support our people to support you! Innovative Widgets’ policies and procedures that support customer service include: The policy of the company is to accept all calls and transfer the calls after following certain protocols. This includes a systematic communication mode with the customers regarding the type of service that they need. The transferring of phone lines is done to the experts that pose knowledge about the problem faced by the customers. |
Table 1: Customer service charter
(Source: Created by author)
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Purpose |
The purpose of the policy is to provide relevant support and encouragement to the customers to solve the problems. |
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Scope |
The department that undertakes the calls of the people is responsible for maintaining the policies. |
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Resources |
A systematic procedure is followed which ends with the customers being able to speak with the concerned expert about the problem. |
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Relevant legislation etc. |
Privacy Act 1998 helps to keep the conversations of the customers as private. The conversations can be recorded only for training purposes for the interns. |
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Updated/ |
3/2016-Alan Cunningham-CEO |
Table 2: Customer support policy and procedure
(Source: Created by author)
Step 1: Greet the customer
Step 2: Enquire about the help required by the customer
Step 3: Politely ask them to remain by the phone while the call is transferred
Step 4: Greet the customer again
Step 5: Listen carefully to problem
Step 6: Provide relevant solution to the best of the ability
Step 7: Hang up politely.
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Purpose |
The purpose is to address the grievances of the customers and ensure that the mistakes are not repeated. |
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Scope |
This applies to the department that deals with the grievances of the grievances of the customers. |
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Resources |
The procedure includes receiving the complaint from the client and based on the gravity of the problem the complaints are transferred to the specific expert dealing with the scenario. |
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Relevant legislation etc. |
Equal Opportunity Act 2010 proclaims that all employees are heard with the same level of intensity. Consumer and Competition Act 2010 protects the rights of the customers. |
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Updated/ |
5/2016-Alan Cunningham-CEO |
Table 3: Customer complaints policy and procedure
(Source: Created by author)
Step 1: Greet the customers
Step 2: Patiently listen to the complaint
Step 3: Provide assurance of solving the problem
Step 4: Try to solve the problem faced on the facts provided
Step 5: Transfer call to experts
Step 6: In case of visiting the customer, ask for convenient time for visiting
Step 7: Politely hang up
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Purpose |
The purpose of the policy is to maintain records of the conversation as well as personal details of the customers. |
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Scope |
This needs to be done by the receptionist of the company |
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Resources |
The process associated with record keeping involves the systematic arrangement of data and maintaining it in a safe database. |
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Relevant legislation etc. |
Provisions stated in the Privacy Act 1998 need to be maintained in order to protect the personal records of the people. |
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Updated/ |
1/2017- Alan Cunningham-CEO |
Table 4: Recordkeeping procedure
(Source: Created by author)
Step 1: Analyse the important details of the customers
Step 2: Document the details as per requirements
Step 3: Save the records in a proper folder
Step 4: Maintain firewalls to prevent leak of information
The plan developed for ensuring proper customer service can help in improving the company. In my opinion, the systematic manner in which every policy is approached is an indication of the discipline that is maintained in Innovative Widgets. With the guidance received from the legal rules, the company can ensure that no code of ethics will be violated. The public relation and the promotional method that is relevant for Innovative Widget includes social network interaction with the customers. New services that the company provides can be promoted online to help in gaining more customers for the company. The plan proposed by me is consistent in the market as most of the customer service organisations follow such approach in order to gain the trust of the customers.
References
Blut, M., Frennea, C.M., Mittal, V. & Mothersbaugh, D.L., (2015). How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis. International Journal of Research in Marketing, 32(2), 226-229.
Eisingerich, A., Merlo, O., Heide, J. & Tracey, P., (2016). Customer satisfaction and purchase behavior: The role of customer input. In Looking forward, looking back: Drawing on the past to shape the future of marketing (pp. 220-220). Springer, Cham.
Torres, E. & Kline, S., (2013). From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry. International Journal of Contemporary Hospitality Management, 25(5), 642-659.
Orel, F.D. & Kara, A., (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2), 118-129.
Tynan, C., McKechnie, S. & Hartley, S., (2014). Interpreting value in the customer service experience using customer-dominant logic. Journal of Marketing Management, 30(9-10), 1058-1081.
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