BSBCUS501 Task 1 Develop a Customer Service Plan

1. Over the duration of the course, gather information on the Innovative Widgets simulated business
from course materials.

2. Based on the information you gather, produce a customer service plan for Innovative Widgets.
Develop the customer service plan using the template provided in Appendix 1. Your customer service
plan should include:

a. vision and mission statements that refer to Innovative Widgets’ provision of customer service

b. a list of internal and external customer types and their needs

c. product standards that include:

i. minimum safety requirements iv. pricing

ii. dimensions v. material iii. tolerances vi. Delivery

April, 2018

Greenwich College

Leticia Da Silva
 Innovative Widgets Customer Service Charter

Welcome to Innovative Widgets!

Become a partner with the industry leader in manufacturing of widgets. We provide new innovative ways
of manufacturing, testing of widgets and delivering consistent high-quality customer service locally and
abroad to keep Australian businesses support Australian widgets
Our vision: To keep every Australian business running smoothly using safe, quality widgets
Our mission:
1. Innovative new ways of manufacturing and testing of widgets
2. Deliver consistently high quality customer service internally and externally
3. Keep Australian businesses buying Australian widgets through quality products and second to
none customer service
4. Have the best safety record of any widget company

Who are our customers?

Our internal customers are: Our internal customers require:

List Innovative Widgets’ internal customers List these customers’ needs
1. All the departments are customers of the 1. Reports
human resources for workforce planning 2. Raw materials
2. Warehouse are costumers of sales 3. Payroll
apartment for sales details orders 4. Human resources needs
3. Manufacturing department are customers 5. Test supplies
of warehouse for raw materials 6. Orders
4. Stores are customer of warehouse of final 7. Financial reports
widgets products
5. Board of directors are customers of the
office staff for reports
6. All employees are customers of
7. accounting for payroll
8. Quality assurance are customers of
manufacturing for test supplies

Our external customers are: Our external customers require:

List Innovative Widgets’ external customers
Innovative Widget’s customer base is diversed from List these customers’ needs
major mining equipment manufacturers Fast Prompt delivery of widgets
comprising of 40% of our sales and to small and Safety of products are at par to industry standards
medium businesses and end consumers comprising After-sales support
of 60% of our total sales Opportunities and facilities to provide customer
service Feedback
 We’ll give you what you need … and more!
We promise to deliver a widget that’s right for your needs:
List relevant product quality specifications
PRODUCT QUALITY SPECIFICATIONS
 Dimensions: Mean widget size = 10mm
 Tolerances: +/- 3% variance (0.03) = all widgets including tolerances = 9.7mm – 10.3mm
 Pricing: Competitive pricing which is determined by the size and weight
 Material: Metal and plastic
 Delivery: 3-day guarantee delivery through courier or pick up 24 hours after order taken
We promise to support you:
List relevant customer service guarantees, e.g. related to time, cost and after-sales support
1. In delivering products on time with our 3-day delivery guarantee 24 hours after you have taken
your order.
2. Provide you products that passed high quality standards
3. Precise and consistent quality of the dimensions you have ordered.
4. Provide you high quality products at the most competitive prices possible.

We’ve support our people to support you!

Innovative Widgets’ policies and procedures that support customer service include:
List relevant policies and procedures
Customer support policy and procedure – collecting information: help the customer service to gather
customer information and conducting market research to identify customer needs using the RATER
model.
 The customer service employees will contact clients through email or telephone to understand
experiences and expectations.
 Use active listening during the call and make sure that all information gathered is correct and up
to date.

Customer service employees will obtain information of all customers using the RATER survey which will
focus on the following criteria:

 Reliability: Service and products are delivered according to the customer’s specifications
 Assurance: Ensuring our customer have trust in our knowledge and confidence in our ability to
deliver Tangibles: Always representing Innovative Widgets at a high standard
 Empathy: Become attentive to the customer’s needs and provide understanding in their
grievances
 Response: Go above and beyond to satisfy customer needs within reason.
i. Responding to customer complaints: The purpose of this policy is to ensure the management
of complaints is carried out consistently, fairly and transparently and in accordance with
organisational requirements.
ii. Managing records and data: The purpose of this document is to establish a framework for the
implementation and maintenance of an appropriate records management system. Innovative
Widget is committed to maintaining a records management system that meets its business
needs as well as its legal and accountability requirements.

The information will be gathered in accordance with the following laws:

- Privacy Act 1988
- Non-discrimination law
- Competition and Consumer Act 2010
- WHS legislation
 d. policies and procedures for:

i. gathering customer information and conducting market research to identify customer

needs using the RATER model

Innovative Widgets

Customer support policy and procedure – collecting market research

Purpose The purpose of this policy is identify customer needs on the Innovative Widgets
target market

Scope This policy applies to the organization’ social and market research.

Resources - Privacy Act 1988

- Non-discrimination law
- Competition and Consumer Act 2010
- WHS legislation

Relevant legislation The Privacy Act 1988 (Privacy Act) is an Australian law which regulates the
etc. handling of personal information about individuals, authorized for the Office of
the Australian Information Commissioner (OAIC) 

i. Australia’s Spam Act 2003

ii. Competition and Consumers Act 2010

iii. Non-discrimination Law

Updated/ 06/2011 CFO

authorised

Customer support process/es

Procedures

Using the RATER model Innovative Widgets will identify customer needs
 Customer service representatives contact clients through email / telephone to ask about their
experiences and expectations with Innovative Widgets.
 Customer service representatives will apply active listening to ensure understanding of the
customer’s point of view and to make sure that the information provided are correct and up to
date
 Customer service representatives obtains information using the RATER survey that focuses on the
following criteria:

 Reliability
 Assurance
 Tangibles
 Empathy
  Response

 All surveys are recorded and kept confidentially.

 Customer service managers will analyse the information gathered from the survey results.

Relevant legislation etc. Privacy Act 1988 (Cwlth)

Equal Opportunity Act 2010(Vic)

Competition and Consumer Act 2010 (Cwlth)

Occupational Health and Safety Act 2004 (Vic)

Updated/ 12/2011 – John Doe CFO

authorised

i. responding to customer complaints

 Innovative Widgets

Customer complaints policy and procedure

Purpose The purpose of this policy is to ensure that the management of complaints is
handled with diplomacy, fairly, and transparently in accordance with the
organizational and legislative requirements

Scope The scope of this policy covers the management of customer complaints by
employees and contractors of Innovative Widgets

Responsibility

Customer complaints resolution process/es

1. Greet the customer courteously and provide them your name

2. Allow the customer to speak and gather all the information about the complaint
3. Pause for a few seconds
4. Apologise to the customerDo not argue with the customer
5. Find resolution in the database
6. Ask customer will allow sending of a replacement product and get the product form the customer
for testing
7. After gathiering all information from the customer, ask the customer how they want it to be
resolved
8. Greet the costumer courteously and give them your name

ii. managing records and data.

Innovative Widgets

Recordkeeping policy and procedure

Purpose The purpose of this document is to establish a framework for the

implementation and maintenance of an appropriate records management
system that complies to legislative standards. Innovative Widget is committed
to maintaining a records management system that meets its business needs as
well as its legal and accountability requirements.
 Relevant legislation  Privacy Act 1988
etc.  Anti-discrimination legislation
 Do Not Call Register Act 2006
 Industry codes of practice

Updated/ 6/2011 CEO

authorised

Recordkeeping process/es

 Make sure that the records and data are up to date, accurate and clear.
 Should be clear enough to be understood by anyone who accesses the information.
 All data should be treated as confidential and secure in accordance to the Privacy Act 1988.
 Customers are allowed to see their information that Innovative Widgets keep.
 Any incorrect information should be immediately changed or destroyed.

3. Develop a short (no more than one page) reflection on your plan and how the design of your plan will
work to achieve quality customer service and legal compliance and how your plan is consistent with best
practice models and voluntary standards and codes of practice. In your reflection, you also need to
summarize public relations and product promotion approaches that are appropriate for Innovative
Widgets.

The design of this plan will help achieve the highest quality in customer service and highest competency in
legal compliance, and consistency in the use of best practice models, standards, and codes of practice. The
procedures ensures that the quality of service and products they receive are excellent and at par with the
legislative requirements.

The main concern of Innovative Widgets currently is their performance in relation to customer service.
Innovative Widgets have been getting bad reviews in customer service. This does not reflect Innovative
Widget’s passion for customer service and consistency in the delivery of the best customer service
experience.

The RATER model is a key tool in training and used in all the procedures in Innovative Widgets. This model
will ensure superior customer service, reliability, customer confidence and increase Innovative Widget’s
organizational profile.

The legal aspects that ensures legislation compliance include the following: Privacy Act 1998
(Commonwealth), Australia’s Spam Act 2003, Competition and Consumers Act 2010, Equal Opportunity Act
2010 (Vic), Occupational Health and Safety Act 2004 (Vic), Anti-discrimination legislation, Do Not Call
Register Act 2006 and Industry codes of practice.