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Manage Quality Customer Service

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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) •Australia’s Spam Act 2003 •Competition and Consumers Act 2010

Procedures 1) Using the RATER model Innovative Widgets will identify customer needs •Customer service employees are to contact clients by email or telephone to understand their experiences and expectations •Customer service employees will use active listening skills to ensure all information is correct and

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