Develop customer service plan - Coursework Example

Management Develop service plan Contents Contents 2 Vision 3 Mission 3 Standard of the product 3 Policy and procedures to identify the customer needs 3
Policy- 3
Procedures- 4
Reflection of the plan and procedures to achieve quality customer service and legal compliance 4
References 5
Vision
The vision of the company is that in five to eight years of time, the innovative widgets will take the position of market leader in terms of customer service.
Mission
The main aim of the innovative widgets is to deliver innovative, professional, upgraded and quality services to all its customers.
Standard of the product
The product specifications is discussed below-
Dimensions- the size of the product will be between 5mm to 10 mm.
Level of tolerances- the tolerance level of the product size must be less than 2% than the specified size of the product. Any other size above the tolerance limit will be considered as wrong and will be returned.
Pricing of the product- Pricing will be in the range for budget customers. However the customers will get 10% off on the product price if they place the order online.
Material- Stainless steel material will be used.
Delivery of the product- products will be delivered through renowned delivery companies. Delivery will be on time and any delayed delivery will be compensated.
Policy and procedures to identify the customer needs
Policy-
Innovative Widgets will maintain a strong relationship with its existing customers and will try to obtain new clients by understanding and fulfilling the needs and wants of the customers. Innovative widgets meet the requirements of the customers by providing quality product.
Procedures-
The company will understand the needs of the customers by contacting the clients through email or telephone. Customer services team will contact on regular basis to understand their experiences after using the product and requirements. Customer satisfaction is the first priority of the company. Survey will be conducted to identify the needs of the customer.
Reflection of the plan and procedures to achieve quality customer service and legal compliance
Our main aim is to achieve customer satisfaction by providing quality product and meeting the needs of the customers. The company is planning to consider formal and informal feedback technique to get feedback from the customers. Customers will be contacted over email and telephone to get a view about their experiences. It also tends to develop proper client relationship with the existing client base to make them feel comfortable to start after sales services anytime within the service period.
The company will use RATER survey procedure (Reliability, Assurance, Tangibles, Empathy and Responsiveness) and it will focus on these five different areas to obtain full satisfaction of the customers. It will ensure that the customer can fully relay on the quality of the product that has been delivered to him/her. Assurance states that the company assures of proving service at any point of time within the service period. Tangibility of the product will be updated and delivered as shown in the product description. The company will always be empathetic towards any issues faced by the customers starting from the ordering period till the duration of service period. Any issues and problems will be quickly resolved by our customer service team members. Customers will always get quick response and the issue will be solved as fast as possible.
References
British Columbia., 2014. What is Policy?. [Online]. Available at: http://www2.gov.bc.ca/gov/topic.page?id=CA395D52F68844529BAFB97CFDEECA51. [Accessed on September 17, 2014].
McKinsey&Company., 2014. The three Cs of customer satisfaction: Consistency, consistency, consistency. [Online]. Available at: http://www.mckinsey.com/insights/consumer_and_retail/the_three_cs_of_customer_satisfaction_consistency_consistency_consistency. [Accessed on September 17, 2014].
Abdallat. M., et al. No Date. Customer satisfaction. [Pdf]. Available at: http://faculty.ksu.edu.sa/73944/DocLib/Customer%20satisfaction.PDF. [Accessed on September 17, 2014].
Mostaghel. R., 2006. Customer satisfaction. [Pdf]. Available at: http://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdf. [Accessed on September 17, 2014].
Anderson. E., et al. Customer Satisfaction, Productivity and Profitability. [Pdf]. Available at: http://bear.warrington.ufl.edu/centers/mks/articles/CustomerSatisfaction.pdf. [Accessed on September 17, 2014]. Read More