...Develop customer service plan Submission details Candidate’s Name | | Student ID | | Assessor’s Name | | Assessment Site | | Assessment Date/s | | The Assessment Task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See specifications below for details. Performance objective The candidate will demonstrate the ability to plan to meet customer requirements through the development of a customer service plan. Assessment description You will develop a customer service plan for the simulated business ‘Innovative Widgets’. You will gather the background information on the simulated business from your Student Workbook and any information about Innovative Widgets that you may have created in the course of completing learning activities in the Student Workbook. Procedure 1. Over the duration of the course, gather information on the Innovative Widgets simulated business from course materials. 2. Over the duration of the course, based on the information you are provided, produce a customer service plan for Innovative Widgets. Your customer service plan should include: a. vision and mission statements that refer to internal and external customers b. product standards that include: i. dimensions ii. tolerances iii. pricing iv. material v. delivery c. policies...
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...Develop customer service plan Candidate’s name | Linda Delloste | Phone number | 0400699807 | Email address | Lindamaree24@yahoo.com.au | Date submitted | | Performance objective The candidate will demonstrate the ability to plan to meet customer requirements through the development of a customer service plan. Assessment description You will develop a customer service plan for the simulated business Innovative Widgets. You will gather the background information from the simulated business from your Student Workbook and any information about Innovative Widgets that you may have created in the course of completing learning activities in the Student Workbook. The page numbers in blue refer to the appropriate section of your Student Workbook. Case Study – Innovative Widgets Established in 1952, Innovative Widgets is the largest producer of widgets in Australia. All information about the company and the entire case study can be found in your workbook on the following pages: * pages 2-4 * pages 11-12 * page 42 * page 63 * pages 70-71 * pages 98-99. Assessment task Based on the case study you have read, develop a customer service plan for Innovative Widgets. You will also write a one page reflection on your plan. Your customer service plan should include * vision and mission statements * product standards * policies and procedures for market research, complaints and managing records. Please ensure that ...
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...Develop customer service plan Candidate’s name | | Phone number | | Email address | | Date submitted | | Performance objective The candidate will demonstrate the ability to plan to meet customer requirements through the development of a customer service plan. Assessment description You will develop a customer service plan for the simulated business Innovative Widgets. You will gather the background information from the simulated business from your Student Workbook and any information about Innovative Widgets that you may have created in the course of completing learning activities in the Student Workbook. The page numbers in blue refer to the appropriate section of your Student Workbook. Case Study – Innovative Widgets Established in 1952, Innovative Widgets is the largest producer of widgets in Australia. All information about the company and the entire case study can be found in your workbook on the following pages: * pages 2-4 * pages 11-12 * page 42 * page 63 * pages 70-71 * pages 98-99. Assessment task Based on the case study you have read, develop a customer service plan for Innovative Widgets. You will also write a one page reflection on your plan. Your customer service plan should include * vision and mission statements * product standards * policies and procedures for market research, complaints and managing records. Please ensure that * your plan is easy to understand by employees ...
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...Appendix 1: Customer service plan template Innovative Widgets Customer Service Charter | Welcome to Innovative Widgets! Our vision and mission: Customer service is a service of an organization offered to its customers or the interaction between the customer and organization at the stages of the purchase. Every organization should ensure quality customer service to insure the expectations of the customer. Iinovative widgets is the largest producer of widgets in Australia since 1952. Its widgets are used as components in a brod range of machinery from domestic appliance to industrial equipments. The company is family- owned operated by the children and a grand children of the founder. Organization has the werehouse where different operations are carried like purchasing, sales, accounts human resources and a customer service team. Innovative widget has a diverse team. Their largest customer is a major mining equipment equipment manufacture which accounts 40% of total and rest is to medium and small businesses and to individual and sole traders. Main vision of innovative widget business is to keep every Australian business running smoothly; using safe, quality widgets. Their main mission is to innovate new ways of manufacturing and testing widgets. Deliver constantly high quality customer service internally and externally. Keep Australian businesses buying Australian widgets through quality products and second to-none-customer service. Have the best safety record of and...
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...MANAGE QUALITY CUSTOMER SERVICE Assessment 1 Innovative Widgets Customer Service Plan A. VISION In five years’ time, Innovative Widgets will be the leader in customer service satisfaction, providing timely, responsive service with integrity, simplicity and a passion for excellence, while meeting or exceeding the customer’s expectations. MISSION The mission of Innovative Widgets is to always convey a passion for the customer and to consistently deliver the best service experience Innovative Widgets defines customer service as any activity provided by an Innovative Widget employee that enhances the ability of a customer to realize the full potential value of an Innovative Widget product or service before and after the sale is made, thereby leading to Customer Satisfaction and repurchase. B. PRODUCT STANDARDS 1) Dimensions: Mean widget size = 10mm 2) Tolerances : +/- 3% variance (0.03) = all widgets including tolerances = 9.7mm – 10.3mm 3) Pricing: Competitive pricing which is determined by the size and materials 4) Material : Metal and plastic 5) Delivery : 3 day guarantee delivery via courier or pick up 24 hours after order taken C. POLICIES AND PROCEDURES Policy Customer information and market research policy and procedure Purpose : To remain competitive as Australia’s leading manufacturer and distributor of widgets by identifying our customers’ needs Relevant legislation •Privacy Act 1998 (Commonwealth) ...
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...Manage quality customer service BSBCUS501A Student Workbook BSBCUS501A Manage quality customer service 1st Edition 2009 Student Workbook BSB07 Business Services Training Package Part of a suite of support materials for the Acknowledgment Innovation and Business Industry Skills Council (IBSA) would like to acknowledge HASCOM Pty Ltd for their assistance with the development of this resource. Writer: Phil Sands Copyright and Trade Mark Statement © 2009 Innovation and Business Industry Skills Council Ltd All rights reserved. Apart from any use permitted under the Copyright Act 1968, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, or otherwise, without written permission from the publisher, Innovation and Business Industry Skills Council Ltd (‘IBSA’). Use of this work for purposes other than those indicated above, requires the prior written permission of IBSA. Requests should be addressed to Products and Services Manager, IBSA, Level 11, 176 Wellington Pde, East Melbourne VIC 3002 or email sales@ibsa.org.au. ‘Innovation and Business Skills Australia’, ‘IBSA’ and the IBSA logo are trade marks of IBSA. Disclaimer Care has been taken in the preparation of the material in this document, but, to the extent permitted by law, IBSA and the original developer do not warrant that any licensing or registration requirements specified in this document...
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...Task2 a. Vision and Mission statements Mission Statement The mission of Innovative Widgets’s Customer Service function is to always convey a passion for the customer and to consistently deliver the best service experience. Vision Statement Delivering Customer Satisfaction is about providing timely, responsive service with integrity, simplicity and a passion for excellence while meeting or exceeding the customer’s expectations b. Product standards |Size |Dimensions (mm) |Tolerances (%) |Pricing ($) |material |Delivery (hrs.) | |5 |30x5 |0.5% |1 |Stainless |48 | |6 |30x6 |0.5% |2 |Stainless |48 | |7 |30x7 |0.5% |3 |Stainless |48 | |8 |30x8 |0.5% |4 |Stainless |48 | |9 |30x9 |0.5% |5 |Stainless |48 | |10 |30x10 |0.5% |6 |Stainless |48 | c. The policies and procedures...
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...INNOVATIVE WIDGETS CUSTOMER SERVICE PLANS A vision and mission that refers to internal and external customers: Vision Innovative Widgets wanted to be known worldwide as the highest quality widget producer and in five years time, Innovative Widgets will be considered a market leader in customer service. Internally it will keep employees focused, providing various motivational programs and training with extra beneficiary services. Externally, they will be publishing the business activity as the statement tells your clients what they can expect from the company. Just knowing that provides them a sense of stability and security. Mission Innovative Widgets aims to provide our customer's with the best quality products and competitive prices. We aim to provide our staff with advanced training to ensure that you get the best possible service from our company. We have very organized IT departments to do its best to help costumers achieve customer satisfaction. Externally our company aims to create closer linkages and better communication with customers giving them most reliable widget technology with unparalleled customer service. Product standards For the best revolutionary company we can provide the best products. Consumers are guarantees for products, if you buy a product (such as widgets): • Dimensions: The dimensions of our Innovative Widgets will vary from each other; it will all depend on the customer preference. But what we assure is that the widgets will...
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...Assessment Coversheet ------------------------------------------------- Last name: Jayswal ------------------------------------------------- First name: Manush ------------------------------------------------- WIN ID: 150007 Student contact phone number: 0412535700 ------------------------------------------------- Student email: Jayswalmanush@gmail.com ------------------------------------------------- Unit of study code: BSBCUS501C ------------------------------------------------- Unit of study name: Manage quality customer service ------------------------------------------------- Unit of Study Trainer: Deyaco ------------------------------------------------- Assessment title and Number: Task1 ------------------------------------------------- Due date: XX/XX/XXXX – OR – ------------------------------------------------- I have been granted an extension/Special Consideration until XX/XX/XXXX ------------------------------------------------- Time & date submitted: HR:MIN AM / PM XX/XX/XXXX ------------------------------------------------- Academic Honesty All forms of plagiarism and unauthorised collusion are regarded as academic dishonesty by WIN, resulting in penalties including failure of the unit of study and possible disciplinary action. In submitting this assessment, I acknowledge the following: * I have read and understood WIN's Plagiarism Policy 2014 on page 21 at (http://www.win.edu.au/image...
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...Task2 a. Vision and Mission statements Mission Statement The mission of Innovative Widgets’s Customer Service function is to always convey a passion for the customer and to consistently deliver the best service experience. Vision Statement Delivering Customer Satisfaction is about providing timely, responsive service with integrity, simplicity and a passion for excellence while meeting or exceeding the customer’s expectations b. Product standards |Size |Dimensions (mm) |Tolerances (%) |Pricing ($) |material |Delivery (hrs.) | |5 |30x5 |0.5% |1 |Stainless |48 | |6 |30x6 |0.5% |2 |Stainless |48 | |7 |30x7 |0.5% |3 |Stainless |48 | |8 |30x8 |0.5% |4 |Stainless |48 | |9 |30x9 |0.5% |5 |Stainless |48 | |10 |30x10 |0.5% |6 |Stainless |48 | c. The policies and procedures...
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...CUSTOM SERVICE PLAN FOR INNOVATIVE WIDGETS 1. MISSION * Innovative Widgets aims to deliver friendly, professional, innovative and quality service to all customers. We are living in a modern era, which is changing rapidly. We must have a far vision for a continuous business. Vision plays an important role for a long-term destination of our business. It provides pathway to our goal. * Our pathway is initialized with mission. In a result to declaration of our company’s purpose relative to our choices and innovates. Its objectives are to provide some varieties to the costumers, to create value and to make difference. 2. VISION: In future, Innovative Widgets will be considered a market leader in customer service. Our vision acts as wireframe for our business Our vision serves as the framework for our Roadmap and guides every aspect of our business by describing what we need to accomplish in order to continue achieving sustainable, quality growth. (a) People: Be a great place to work where people are inspired to be the best they can be. (b) Portfolio: Bring to the world a portfolio of quality product that anticipate and satisfy people's desires and needs. (c) Partners: Nurture a winning network of customers and suppliers, together we create mutual, enduring value. (d) Planet: Be...
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...( ) Student Workbook BSBCUS501C Manage quality customer service 1st Edition 2011 Part of a suite of support materials for the 8S807 Business Services Training Package -_._-_._ . Copyright and Trade Mark Statement @ 20i1lnnovation and Business Industry Skills Council Ltd All rights reserved. Apart from any use permitted under the Copyright Act 1968, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, In any form or by any means, electronic, mechanical, photocopying, or otherwise, without written permission from the publisher, Innovation and Business Industry Skills Council Ltd ('IBSA'). Use of this work for purposes other than those Indicated above, requires the prior written permission of IBSA. Requests should be addressed to Product Development Manager, IBSA, Level 11, 176 Wellington Pde, East Melbourne VIC 3002 or email sa/es@lbsa.org.au. 'Innovation and Business Skills Australia', 'IBSA' and the IBSA logo are trade marks of IBSA. Disclaimer - Care has been taken in the preparation of the material In this document. 'but; to the extent permitted by_law, IBSA and the original developer do not warrant that any IIcerislng or registration requirements specified in this- document are either complete or up-to-date for your State or Territory or that the information contained in this docum-ent is error-free or fit for any particular purpose. To the extent...
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...1st Edition Student Workbook BSBCUS501C Manage quality customer service 1st Edition 2011 Part of a suite of support materials for the BSB07 Business Services Training Package Copyright and Trade Mark Statement © 2011 Innovation and Business Industry Skills Council Ltd All rights reserved. Apart from any use permitted under the Copyright Act 1968, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, or otherwise, without written permission from the publisher, Innovation and Business Industry Skills Council Ltd (‘IBSA’). Use of this work for purposes other than those indicated above, requires the prior written permission of IBSA. Requests should be addressed to Product Development Manager, IBSA, Level 11, 176 Wellington Pde, East Melbourne VIC 3002 or email sales@ibsa.org.au. ‘Innovation and Business Skills Australia’, ‘IBSA’ and the IBSA logo are trade marks of IBSA. Disclaimer Care has been taken in the preparation of the material in this document, but, to the extent permitted by law, IBSA and the original developer do not warrant that any licensing or registration requirements specified in this document are either complete or up-to-date for your State or Territory or that the information contained in this document is error-free or fit for any particular purpose. To the extent permitted by law, IBSA and the original developer do not accept any liability...
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...Customer Service Plan HQCS – Assessment 1 Debora Boszczovski 1. Introduction The following project aims to develop a Customer Service Plan that demonstrates a thorough understanding of the policies and procedures that need to be established in order to provide quality customer service. Customer service is an important factor in developing a wide and loyal customer base. A customer service plan examines customers' perceptions and expectations of a company, and guides the company through the process of bringing its customer service activities in line with customers' needs. A strong a customer service plan can help an organization to offer a competitive customer experience. 2. The company “Innovative Widgets” 3. Justification Why is it important to have a customer service plan? A business can benefit from a strong customer plan for many reasons, as: • Minimize stress — A company can reduce it with a systematic way of dealing with your customers. • Higher efficiencies — An effective customer service program provides a game plan for working on those areas most important to your customers, while reducing distractions that can derail your progress. • Increased morale and satisfaction — A plan that’s designed to delight customers, can rally employees more easily and inject more meaning and gratification into their jobs. • Survival — You need effective customer service to turn your high-growth business into a viable long-term competitor. 4. Steps to Create a Customer...
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...HQCS: Manage Quality Customer Service Student Guide BSBCUS501A: Manage Quality Customer Service Elements of competence Plan to meet internal and external customer requirements Ensure delivery of quality products and/or services Monitor, adjust and review customer service 1 BSB51107 Diploma of Management _____________________________________________________________________________________________ Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement. Learning outcomes Students will, upon successful completion of this unit understand the needs of both internal and external customers using processes such as research and motivational programs to ensure a quality delivery is achieved. Teaching program The program is of forty (40) hours duration, comprising eight (8) hours per week for one teaching block of five (5) weeks. The program will consist of four hours of lectures and four hours of tutorials per week Course requirements To be assessed as competent for this unit of competency you must be able to do the following: (1) (2) Demonstrate understanding of all learning outcomes Successfully complete and submit all tasks as requested Through consultation with industry, the following assessment methods have been deemed appropriate for this unit. Role-play assessments are considered essential to demonstrate...
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