...Department Logo] Customer Service Plan [Insert Date] This template includes directions and examples. Please remove all text in italics and replace with content for your Department’s customer service plan. Please note that the total length of your plan should be approximately ten pages. | Executive Summary The Executive Summary should be 1-1.5 pages. In this section, provide an overview of the purpose of the document, that it was required by Executive Order 13571, and overall goals for the department’s customer service efforts. The table below provides summaries of your department’s signature initiative and the 3-5 key services that will be the focus of the subsequent sections of the plan. Signature Initiative | Overview: [Brief description of the signature initiative that uses technology to improve customer service]Timing: [High-level timeframe for implementation and/or key milestones of the signature initiative] | Service 1: [Insert Service Name] [Insert name of implementing agency/division/program, if appropriate] | Overview: [Brief description of the Service]Key Customer Groups: [Describe the Department’s target customer groups for this service, e.g., long-term unemployed; low-income veterans; tech-savvy customers; small business; state governments]Challenges: [Describe the key challenges the Department faces in serving these customers, e.g., long processing times; high call volume; low awareness of service; high error rates in providing service] Featured Actions:...
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...Instructions Assessment Task 1 – Develop customer service plan Required documents and equipment * Marking Guide * Assessment Task 1. Instructions for assessor This task requires candidates to demonstrate the ability to plan to meet customer requirements through the development of a customer service plan. The candidate will develop a customer service plan for the simulated business ‘Innovative Widgets’. The candidate will gather the background information on the simulated business needed to produce the plan from their Student Workbook, from documentation provided throughout the course, and any supplementary information on the simulated business that you provide. You may want to provide supplementary information to aid learners in completing this assessment covering the following: * product standards that include: * dimensions * tolerances * pricing * material * delivery * policies and procedures for: * identifying customer needs that conform to the RATER model * responding to customer complaints * managing records and data. Planning the assessment * Recommended date for assessment: After Session 2. * Time required for assessment: 3 hours. * The candidate should submit: * a customer service plan; the plan must be submitted on A4 paper or in Word format if submitted electronically. * a one page reflection on design of customer service pla | Adjusting assessment for distance...
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...Innovative Widgets customer service plan Vision • This is a statement of how you envision customer services being delivered in the future 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 statement • This defines what a company will do to achieve its vision. It may include the company’s functions, goals and philosophies 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. Product standards • Provide a clear description of the product standards or specifications (page 27). • Use the information provided in the case study. • If the information for one aspect of the product is not available in the case study, use your own judgement to outline a reasonable standard. Product (widget) aspect Product standard or specification Dimensions Mean widget size = 10mm Tolerances +/- 3% variance (0.03) = all widgets including tolerances = 9.7mm – 10.3mm Pricing Competitive...
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...Jetstar Customer Service Plan - United States We are Australia's leading low fare airline dedicated to offering you everyday low fares to enable more people to fly more places more often. We also aim to meet your expectations every time you fly and so we continue to invest in our business and will always strive to provide you with an exceptional level of service. With this Customer Service Plan, we want you to know what you can expect when you choose to fly with us from the United States. Below we set out our commitment to you and provide links to our website where more detailed information is available. 1. Lowest fare availability For the lowest fare currently available directly from Jetstar for your chosen itinerary, book on our website at Jetstar.com. All flight bookings made via our telephone reservations service or at an airport ticket counter will incur service fees in addition to the fare. 2. Keeping you informed We can’t control all the elements. Bad weather, technical problems, operational and other issues can sometimes cause flight delays or even cancellation or diversion of the flight plan. If this happens, while we’re doing all we can to fix the problem we will keep you informed of developments as information becomes available and we will tell you the choices that are available to you. This will include providing timely updates in the boarding gate area as soon as it is staffed, at airport display boards where we can control them, on board the aircraft...
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...SUMMARIES: National income figures are used to compare the standard of living between countries and usually income expressed in dollars, however, these figures can be misleading and useless because the exchange rate is set to artificial level. Many people believed that the camera never lies, however, this is not always the case because making hard to question the evidence before our eyes, is the main property of photography, although snaps bring a feeling of sentimental, a good source of keeping best memories alive. The idea of plagiarism is undefined in some cultures and periods, therefore, it is hard to consider the Shakespeare’ poetry as a plagiarised, nevertheless, this term becomes more common in academic writings nowadays because of a huge amount of material which is available online and has an easy access to pupils. ESSAY Some people prefer to spend their holidays in resorts where everything is organized for them and they take little interest in the country they are visiting. Others prefer to travel around the country and to see how the people live, to get to know their customs and traditions and cuisine. Write an essay on which type of foreign travel you think is best for both the tourist and the local community. Response: The advancement in the public transport sector has given the opportunity to people to fly anywhere over the world. These days, people are exploring more countries than ever before. From my perspectives, I personally adhere to the fact that...
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...Omnitel’s advantage when the service was launched in 1995? Omnitel offered a personalized customer service experience, the operator was polite (rather than saying “This is operator 54839,” Omnitel operators said something similar to “Hi, this is (NAME) from Omnitel, How can I help you today.” Secondly, the wait times were a lot less than TIM’s (up to 85% less). Finally, Omnitel had a very low churn rate of 10-15% a year. A market research conducted 6 months after Omnitel’s launch confirmed that Omnitel consumers were very happy with the customer service. 2. Why did the launch not perform to expectations? Omnitel’s mission was to make the cellular phone personal and indispensable, much likes the wristwatch, and they failed to accommodate the symbolic status of a cell phone in the Italian market. Secondly, Omnitel had a monthly fee that costumers perceived as a tax for weather the use their phone or not, consumers wanted to be charged when the used the service. Finally, Omnitel was a new entrant, before Omnitel; TIM had a monopoly, although the awareness of cellular phones increased as Omnitel entered the market, so did the competition among the two companies. A Market survey conducted concluded that a large share of prospects were reluctant to change brands unless Omnitel introduced new plans. In May 1996, Omnitel only signed up 180,000 customers, although Omnitel’s customer service was seen favorably, market research concluded that customer service wasn’t as important as the...
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...Churned customer research Report Submitted to SUBMITTED BY Ms.nistha kapoor ISHA SINGH Assistant manager RITESH AHIR AIRTEL VOICE OF CUSTOMER 1. Yearly plan is migrated to monthly plan without prior permission of customer, negligent attitude of customer care and employees who attended him. 2. Requirement of constant speed of 1 mbps which is available with reliance. 3. Customer required cheap plan like spidigo (paid 4000 yearly 12+2) 4. Speed should be more , connectivity must be better 5. Bill was received late and thus for no reason had to pay late payment which authentically he should not, executives used to take bill but later his absence disappointed him , no response from customer care and employees. 6. Constantly persuaded for different plan but nobody paid attention to his request, lack of responsibility of employees dealing with customer, lag in time to respond. 7. No availability of static IP Plan even if plan exists nobody informed him about the plan. 8. Bill not on time, no response from customer care, felt there is no communication between inter departments. Everybody asks each different time different questions. Faulty billing issues 9. Once the connection...
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...Rogers Wireless Marketing Plan Ryan Barrett Brandon Boehling Marko Stanojevic April 18th 2011 MCS*3500 Professor Islam Executive Summary As Rogers is one of the most successful organizations this country has to offer, it has displayed a large amount of fortitude. The smartphone sector of Rogers Communications Incorporated is one of the newest sections; it is also one of the most successful. As smartphones are a recent trend across the nation, Rogers made sure that they were able to reach the pinnacle of the category, being the most successful smartphone provider in Canada. Although Rogers does not manufacture their own brand of smartphone, they purchase phones from companies such as RIM and Sony in order to sell them to customers of their wireless services, often providing discounts on phones in order to lock customers into contracted plans. These plans are where Rogers makes the most profit, so massive discounts on phones (discounts can be over five hundred dollars in total) are used in order to create profit through phone contracts. Large discounts on smartphones are just one of the many strengths that Rogers is able to boast as an organization. They also promise to stay up to date with the most recent and advanced smartphone software, falling behind in innovation would not be acceptable and would lose Rogers a ton of business to their competitors. Customers can expect the best from Rogers and know that the most advanced smartphones that Rogers has to offer are...
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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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...KEY NOTES: 1. Instructions are included throughout this document in red italics. Please delete all instructions before printing out your final plan. 2. This document includes the textual portion of your business plan. Many of you will also want to create your financial projections (created with the Microsoft Excel file we gave you) and integrate them into this document. Directions to do this are included throughout this document. To update this document at any time to reflect changes made to your Microsoft Excel file, simply save and close both files. When you reopen this file (after you create the links per the instructions in this document), you will see a prompt asking if you want to update this document with the data from the linked files. Simply select “Yes” to this question. [Company Logo] (if applicable) [Company Name] BUSINESS PLAN [Current Month], [Year] [Name] [Title] [Company Name] [Address 1] [Address 2] [City, State Zip] Tel: [ ] Fax: [ ] Email: [ ] CONFIDENTIAL No offering is made or intended by this document. Any offering of interests in [Company Name] will be made only in compliance with Federal and State securities laws. This document includes confidential and proprietary information of and regarding [Company Name]. This document is provided for informational purposes only. You may not use this document except for informational purposes, and you may not reproduce this document in whole or in part...
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...RUNNING HEAD: THE SHOP THAT CARES The Shop That Cares: A Marketing Plan for ATR Enterprises Western Governor’s University QRT: Task 1 October 31, 2012 I. Executive Summary 6 II. The Challenge 6 III. Situation Analysis 6 a. Company Analysis 6 b. Customer Analysis 7 c. Competitor Analysis 8 i. Competitor’s Chart App. A d. Collaborators 9 e. Climate 9 i. PEST Analysis App. B ii. SWOT Analysis App. C IV. Market Segmentation 9 a. Segment 1 9 b. Segment 2 9 c. Segment 3 10 d. Segment 4 10 V. Alternative Marketing Strategies 10 VI. Online Marketing Strategy 10 a. Search Engine Optimization 10 b. Web Analytics Plan 11 c. Social Media 11 d. Maintaining Online Customer Satisfaction 12 e. E-Commerce Solutions 13 f. Sitemap App. D g. Website Mock-ups App. E h. Web Development and Maintenance Budget 13 VII. International Consideration 15 VIII. Marketing...
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...Employees: 12.7 million — one of the largest private-sector employers • Restaurant-industry share of the food dollar: 49% • $1.6 billion: Restaurant-industry sales on a typical day. • $2,698: Average household expenditure for food away from home in 2008. • 73 percent of adults say they try to eat healthier now at restaurants than they did two years ago. • Etc. • Industry Sales ($): • Industry Sales (units): • Other Key Statistics: • • • • Market trend 1 (e.g., growth/decline): • Market trend 2 (e.g., changing customer needs): Relevant Market Size Our relevant market size is the annual revenue that our company could attain if we owned 100% market share. Our relevant market size is calculated as follows: 1. Number of customers who might be interested in purchasing our products and/or services each year? 2. Amount these customers might be willing to spend, on an annual basis, on our products and/or services? $ 3. Our relevant market size (#1 X #2): As the analysis shows, our relevant market is large enough for our company to enjoy considerable...
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...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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... 5 - 11 PART C Next Step 12 - 13 Appendices Identified Target Position (Job Advertisement) Cover Letter for CV Curriculum Vitae (CV) Job Application Form Career Plan and Self Analysis Career Anchor Inventory Psychometric Test Reports : Verbal Reasoning Skills : Numerical Reasoning Skills : Abstract Reasoning Skills : Type Dynamics Indicator Observer Feedback Forms : Assessment Centre Activity PART A Industry The industry I have chosen is the Customer Service/Management Industry and it is my passion to be able to interact with clients and customers and cater their needs because almost every industry these days is based on customers’ feedback. Organizations work endlessly to increase their client satisfaction levels which are because customer service is a central fragment of preserving continuing customer relationships that are crucial to unending revenue. Not only companies but most industries now focus on customer satisfaction hence creating huge graduate employment opportunities as well as graduate training programmes. Graduate Marketplace (in line with chosen industry) My chosen graduate marketplace is my home country, Malaysia. The reason I chose this is because it would be a more conducive for this is just my starting point in my career. I...
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...Alamo Group Strategic Plan Executive Summary Founded in 1969, the Alamo Group has been the leading company in the agricultural manufacturing industry. The mission is to satisfy the customer needs through expanding the market, development of new products and acquisition. The vision is to provide quality, strength, durability and stability to the industry through their products. Alamo is affected by numerous factors that include weather, competitors, and the government. Each of these factors must be taken into consideration when developing and acquiring new products. The best strategy to complete this task is to use a combination of a focus strategy and growth strategy. These two strategies together allow Alamo to focus on their specialty areas. The goal of the implementation plan is for improve customer service and retention, and increase sales goal. The goal for completion is projected for June 2012. The total cost for implementation is $365,000. The main focus will be in the 24 hour customer service center, well-rounded repair technicians, and programs that will aid in the retention of customers. Alamo has already developed strategies for these programs, it is time to improve those strategies and get everyone on-board to execute this plan. The success will be tracked over course of the implementation and improvements will be made as needed. Company Background The Alamo Group was founded in 1969. Many of the companies involved in the group have been in business...
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