Customer Service Plan - Innovative Widget - Coursework Example

At Innovative Widgets, we are dedicated to providing competitive, high-quality, and customized products within the shortest time possible. To ensure that we maintain our leadership in this industry, we aim at investing most of our profit in production. We will be innovative, and dedicated, and allow our customers to give their views on production, which will ensure that we produce products that are customer oriented.

Product Standards:
Dimensions:
The Innovative Widget’s dimensions will vary depending on the size that best suits the customer. But generally, the widgets will vary at a range of 32 inches and 80 inches.
Tolerance:
We aim at achieving a tolerance size of less than 3% than specified. All wrong sizes are refundable. Some materials such as stainless steel will strictly follow a set standard and customers who order the goods through the website will get a discount of about 10%. Once ordered, delivered through a delivery company within 24 hours. In the case of any delay, we will communicate with the client and find the most suitable solution for the problem.

Policies and procedures for identifying customers’ needs:
Policy:
We aim at working closely with existing clients and upcoming clients to obtain their views and requirements, which will ensure that they provide them with the most appropriate products.
Procedure:

Innovative Widgets Australia aims at identifying customer needs through a model survey. In this survey, the Customers Services personnel will obtain customers' experience and expectations through direct phone calls and emails. The survey will focus on different areas such as assurance, reliability, empathy, responsiveness, and tangible.
Analysis to identify customer needs:
At Innovative Widgets, we have developed policies and procedures for reaching customers’ needs through formal and informal feedback.
Policy:

We intend to provide our clients with both formal and informal feedback mechanisms. We seek to strengthen the customer relationship so that both the customer and our company will feel comfortable initiating consultation or communication anytime within the service period.
Procedures:
To obtain the feedback our Customer Service team will be talking directly with the customers who will give feedback on the services we provide. The customers will also give their views and expectation about the product. Our company will use this to improve to the next level.
Responding to Customer Complaints
Customer reviews and complaints will help us to improve. All the customers' complaints will be handled with care. If the customer complains about the wrong specification, we will receive the returned item, and deliver an item with the right specification.

Managing Records and Data:
We aim at keeping clear records and data. The data will help us learn from our history as we will be referring to them from time to time. The data will assist the company to improve by avoiding previous mistakes and following the success of the company (Gage, 1999). Read More