Innovative Widgets

Running Head: Innovative Widgets- CSM 1
Assessment I
Innovative Widgets History & Background:
Innovative Widgets is one of the leading brands of domestic and industrial machinery in
Australia. It was established in 1952 and today it has developed a brand name. It produces best
quality machinery and maintains the highest customer satisfaction level. Another reason for
domination on the industry is its prices which are much cheaper than most of its competitors.
Innovative Widgets makes it sure that they retain their customers by providing them the best
quality of products and best after sales services. They keep on conducting surveys and get
feedback from their customers and always look to bring improvement in their performance.
Appendix 1:
Customer Charter for Innovative Widgets
Vision: Innovative Widgets envisions leading the market
by providing the best customer services and by
providing timely response to customer complaints
to win their satisfaction and trust.
Mission Mission of Innovative Widgets is be providing the
best after sales services and develop a passion to
serve customers among their workers.
Who are customers of Innovative Widget?
Internal Customers External Customers
Tradewill Ltd Altaroste S.R.O.

A C E Technical Services L.L.C Tulio Ruiz
T2B Group LLC Avraco Holding Inc.
Innovative Widgets- Customer Service Management 2
Customers` Requirements:
Pricing: Both, internal and external customers of Innovative Widget demand from them lowest
market prices. Customers take no time to switch to another brand if they find lower prices.
Delivery: Once a delivery date is committed, it should not be missed in any case. Rule that
Innovative Widget applies here is that they normally ask customers for more time than the
actual expected delivery time.
Minimum Safety Requirement: Innovative Widgets ensures safety and security of the
resource personnel who use their made machinery. They make it sure that machinery is made in
such a way that those who use it remain safe
Material: External as well as internal customers demand the best quality products at the
cheapest market rates. Innovative Widgets uses the best raw material to make machinery and
other similar tools.
Tolerance: Customers always demand from the supplier to be patient with them and listen to
their complaints. Innovative Widgets has a pre-defined tolerance policy that even the customer
is wrong, he should not be argued with.
Customer Service Policy with focus on Internal & External Customers
Innovative Widgets has a pre-defined customer services policy which is dully approved by the
management and share with the staff in writing. They respond to every query quickly and take
actions on spot. They believe that providing brilliant customer services is the key to retain
previous customers and explore new streams of income. Innovative Widget’s mission and
vision consist of rigorous focus on providing best customer services to retain their internal and
external customers.
Appendix 2
Customer Support Policy & Procedure
Customer Service Plan In order to become market leader, every organization must know
who their competitors are, who their customers are and what their
customers need. Getting deadly accurate information about
customers needs and wants is the life blood for survival which can
only be obtained through market research and customer`s feedback.
Market research also enables you to look into more opportunities
and develop a better service structure for your firm. Market research
minimizes the risk of loss in case of new experiments. Following are
the key rules designed for Innovative Widgets to help provide
customer services to their level best.
Understand the Job First rule for any customer services officer is to know what his job is
all about. He is not hired for arguing with customers or defending
company`s point of view. His job is to listen to the customer and
make him feel that he is important for the company and everything
will be done to resolve the issue he is facing. It is not the time to
think if he is right or wrong, it is time to calm him down.
Identify the Problem Identify the core problem by asking him questions and understand at
exactly the customer wants. Think about all possible solutions to
offer him the service he wants. If he is facing a technical problem,
understand the problem well before suggesting him the solution.
Compare Your Keep in mind that he is talking to a top level company of the country
Organization: and he expects highest ethical and professional standards from you.
Even if he says something which is ethically or morally
inappropriate, bear with it.
Suggest Solution: Suggest a solution which is in accordance with company`s policy
because making a promise that your company does not fulfill will
have even worse result. You can take time to discuss the technical
issue with the technical team and call him back for the solution.
How the plan will work?:
The above mentioned rules for customer services will work as confidence booster for the
workers and give them more freedom to work. The guidelines suggested will enable us to look
deeper into the issue concerning our customers and help us serve our customers better. Keeping
the staff motivated is the key to success for any business. I have noticed that our staff is de-
motivated due to continued work stress therefore I have recommended motivation lectures and
training sessions for the staff. I proper monitoring mechanism is not in place which is causing
delays in resolving problems. I have given a detailed view of how can we best monitor our
workers.
Know Customers` Needs using the RATER Model
Knowing customers` needs and wants is considered to be the roadmap for organization as it
gives them a direction, RATER is a famous model of indentifying customer`s A customer
services policy based on the RATER model is designed for Innovative Widgets
Reliability: Custom should have a reliability level with the firm that whatever he needs will be
delivered and he will be satisfied to the maximum level.

Assurance: Customer`s confidence level be developed in such a way that he starts to promote
firm among his circle of friends.
Tangibles: Company must maintain a professional level of understanding with customers. It
must develop a relation with all customers enabling them to feel comfortable and happy
communicating everything that they think should be communicated.
Empathy: Company`s team must understand customer`s issues and be able to resolve them
technically. Non-technical officials may not be given the responsibility to directly communicate
to customers.
Responsiveness: Does your team addresses queries within the expected time frame? A pre-
designed time frame must be communicated across the organization and customer services
representatives must be directed to close every complaint within that specified time.
Appendix 2:
Complaints Policy and Procedures Innovative Widgets
Purpose The purpose of this policy is to ensure the management of complaints is carried
out consistently, fairly and transparently and in accordance with organizational
requirements.
Scope The scope of this policy covers the management of customer complaints by
employees and contractors of Innovative Widgets.
Resources Specific procedures for the implementation of this policy are available below
and on the company intranet.
Responsibility Responsibility for the implementation of this policy rests with employees and
management of Innovative Widgets with responsibility for managing
customer complaints.
Relevant Privacy Act 1998 (Cwlth)
legislation etc. Equal Opportunity Act 2010 (Vic)
Competition and Consumer Act 2010 (Cwlth)
Occupational Health and Safety Act 2004 (Vic)
Updated/authorised10/2011 – John Doe CFO
Customer Support Process:
The customer support process for Innovative Widgets contains the following features, which
must be kept in mind while listening to a customer`s complaint.
Stay Calm: While listening to a customer, the best way is to keep your head calm and make him
speak. Listen to him professionally and allowing him to say all he has to say. It needs to be
remembered that our job is not to confront or argue with customers; rather we are here to assist
them and help them resolve their problems. One who keeps his temperament in control
eventually wins.
Listen Professionally: Allow your customer to speak out everything he has in mind. Only give
him the response that he is being listened to. Do not speak or interrupt him while he is speaking.
This will allow him to calm down.
Acknowledge: You must acknowledge that the customer is right, regardless of whatever the
situation is. Give him the assurance that you have understood the problem and he is right in
complaining.
Ask Questions: Once he is done with registering his issues, ask him in a polite what about the
questions you have in your mind. Anything that you think can help you understand the problem
better and will ultimately help you suggest solution to the problem.
Ask for solution: Ask your customer how he wants his complaint to be dealt. If he has a
problem how he wants that problem to be catered. Discuss the idea you have in your mind
regarding the solution of problem and refer the problem to the concerned department
immediately after the call.
Follow-up with Technical Department: Customer services representative who registered the
complaint and forwarded it to the technical department will be responsible for following up with
the department till the issue is resolved and customer has been convey.
Feedback: Once the problem has been resolved, a courtesy call must be made to the customer, to
get his feedback. If he is still not satisfied, the complaint must be re-lodged but if he is satisfied,
he must be apologized on behalf of the firm for facing a problem.
Assessment 2
Guidelines for Customer Care Representatives:
1. Greet every customer in a courteous way and tell them your name.
2. Listen carefully to what the customer is saying. Try to gather all the facts about the
complaint and note them down. Ask questions and summarize what they are saying.
3. Never argue with the customer.
4. Apologies for any product fault or poor service. Be sympathetic. Ask if the customer will
allow us to send the faulty item to our quality department for testing.
5. When you have all the details about the complaint, ask the customer how they would like
it to be resolved.
6. All staff members can use their professional judgment and refund an additional 10%
of the value of the faulty product up to a maximum value of $25.

7. Complaints involving damage to other property are covered by our insurance. Help the
customer to complete the Claims Form and ask if the customer can obtain quotes for
repairs.
8. All complaints involving injury must be referred to the Customer Service
Manager. Agree a suitable time for the Customer Service Manager to call the customer.
9. Any complaint that is not covered in the above procedures must be directed to the
Customer Service Manager. Agree a time for the Customer Service Manager to call the
customer.
Part A: Assessment Instructions |Monitoring Team Performance:
Line Manager Mark Phillips had a meeting with the customer services team and he came to
know the following facts; He conveyed the points to the top management through an email.
E-mail dated: March 14, 2018,
From: Mark Phillips,
To: Customer Services Team,
CC: CEO, HR Head, Head Admin,
Subject: Summary of the Customer Services Team Meeting
Dear Team Members!
I have had a very good session with you guys last Friday. It was productive and useful in many
ways and will enable us to serve our customers better in the future. I have noticed the following
points which will be discussed in future meetings too. First and the most important is that most
of the team members are over burdened with work. They have multiple tasks to do such as
responding to customers` calls, explaining company`s policies to them, corresponding with the
technical departments for resolving issues and keeping follow-up of the previous complaints. My
suggestion would be to get more human resource hired to share the load with the existing staff.
Second point that I have noticed is that employees are not give training on regular basis. They
are given only one training at time of their hiring which is certainly not enough. A regular
training session need to be started for all CS staff members. I assure the top management that we
will work as team to overcome the shortcomings and that the problems will be sorted out.
Best Regards
Mark Phillips - Line Manager
Customer Support Service-Innovative Widgets
Part B: Assessment 2:
Subject: Customer Services Representative Mary`s discussion with her line manager Mark
Phillips regarding her complaint from customer.
Purpose of the session: Purpose of the session was to get Mary`s point of view and make her
understand the policy of the firm regarding Customer Services.
Summary of the session:
A session was held with Mary regarding her complaint from one of the leading customers of the
firm. She was given chance to explain her stance about the incident and asked various questions
regarding that. In the end, she understood the organization`s point of view and admitted that she
misunderstood the complaint. She also assured that no such incident will take place again. She
was also briefed about the policies of the firm regarding customer complaint handling.
Questions (Mark Phillips- Line Manager) Mary`s Answers
Q. Do you agree with the customer on the A. No sir, I wasn’t rude to him. I only argued
point that you were rude with him? that delivery time is three to four working days
which he was not getting.

Q. Does our company`s customer services A. No Sir, the document is too big to study
policy allow us to argue with customers? thoroughly. I have only studied its summary.
Q. Do you think you need a training A. Yes, it will clarify many of my questions
session on customer dealing in addition to and enable me to serve customers better.
what you had at your joining?
Q. I have received a complaint that you A. I don’t habitually do it. It was just one
often do not pick phone or put the incident where I was busy doing some work so
customer on hold? Do you agree with I didn’t pick the phone.
this? Please share your view point.
1. Summary of the Policy & Techniques Share with Mary:
2. 1) Keep your temperament calm while listening to customers, regardless of whatever they speak.
3. 2) Once they complete, ask them question if you have some in your mind. It needs to be done
politely so that the customer doesn’t get offended.
4. 3) Acknowledge the problem and admit that it is on the firm`s side and assure them that the firm
will the best it can to resolve the issue.
5. 4) Ask them how they want the issue to be resolved.
6. 5) Forward complaint to the relevant department immediately and keep follow-up with the
department until it gets resolved
7. 6) Once the issue is resolved, call the customer for his feedback and ask him if he is satisfied.
8. 7) If the customer is satisfied with the resolution of the issue, politely ask him to continue to do
business with us.
Conclusion of the Session:
Miss Mary! Please note that we have a defined customer services policy. Please go through that
and I`ll also recommend you for a training on the subject. I believe the unpleasant incident was
due a misunderstanding. I further hope that you will take positives out of the incident and make
sure that you live up to the standards of the firm.
Strategy to Monitor Progress and Obtain Feedback
E-mail dated: June 22, 2018,
To: Customer Services Team:
Subject: Strategy to Monitor Progress and Obtain Feedback
Dear Team Members!
Customer`s feedback is the backbone for organizations to improve as it lets them know about the
weaknesses and gives them a chance to improve. A four point strategy has been designed for
Innovative Widgets which will be immediately followed to get customers feedback.
1. Once a customer`s problem is solved, it is the duty of the staff member who received the first
call from the customer about a particular problem to get the customer`s feedback. Feedback
call is mandatory in which customer services officer will ask various questions about the
quality of service.
2. The feedback questionnaire is also available for staff which could be sent to customers via
email and get their feedback recorded. This is also the duty of the staff member dealing with
the problem.
3. If customer is not satisfied with the service quality, line manage must be informed and a
meeting with the customer be arranged
4. A regular feedback call to every customer must be done to get their feedback about service
quality. This can be done on yearly basis.

Best Regards
Innovative Widgets Recordkeeping Policy & Procedure.
Purpose Purpose of the recordkeeping policy is to make sure that the
customer support team knows about a customer’s history of
complaints and that every interaction with customers is recorded for
learning and improvement.
Scope It ensures that once a problem is resolved it does not occur again
with the same or different customer.
Resources Specific procedures for the implementation of this policy are
available below and on the company intranet.
Responsibility Responsibility for the implementation of this policy rests with
employees and management of Innovative Widgets with
responsibility for managing customer complaints.
Relevant legislation etc. Privacy Act 1998 (Cwlth)
Equal Opportunity Act 2010 (Vic)
Competition and Consumer Act 2010 (Cwlth)
Occupational Health and Safety Act 2004 (Vic)
Updated/authorised10/2011 – John Doe CFO
Managing Record and Data:
A database be maintained by the Customer Services department in which copies of customer`s

complaints, e-mails, letter must be retained in customer services files. These complaints will
enable us to avoid similar issues happening again. Also a history will be kept which will allow us
to indentify the customer requirements on case to case basis. It is the responsibility of the line
manager to ensure that customer`s data is confidential and does not get passed on to anyone
outside the organization.
Assessment 3:
Develop a set of KPIs for the firm:
Every successful business has a set of indicators defining performance of its workers. Following
are the key performance indicators designed for Innovative Widgets to see judge their
performance for themselves.
Overall Satisfaction:
Regular surveys enable an organization to get the accurate feedback about its performance,
goods, services and staff. If the customer is overall satisfied are assets of the firm because they
not only keep doing business with the firm but also refer the firm to their friends who need
similar services.
Satisfaction Improvement:
Customers do not have similar level of satisfaction with an organization. It keeps changing
because of organization`s good or poor performance. A regular check enables the organization to
know if the customer satisfaction level has gone done, steps must be taken to improve the level.
Customer Loyalty:
It is one of the most important indicators that reflect that customer is satisfied and satisfied with
product and services. If an old customers stops coming, it indicates some kind of problem in your
services. He may be contacted to get the feedback to improve your service.

Net Promoter Score:
Another very important indicator is when customers recommend your services to their friend`s
circle. This level is attained by delivering the highest quality services and this has be the target of
the firm from every customer.
Conversion Rate:
After making a sales call, how many of the customers actually buy your goods and services. This
is called the conversion rate and it best indicates your performance.
Active & Resolved Issues:
Issue pending at your end for solution as well as list of issues resolved give you a very clear
picture of your performance.
Employee Retention:
If you are unable to retain your staff for long, it suggests that you need to re-look at your policies
toward employees. It is important from customer services point of view to have a good retention
rate because turnover is seen negatively by customers.
Questionnaire for Customers Feedback:
Innovative Widgets
Questionnaire
Name______________________ Designation_____________________
Company___________________ Contact Detail___________________
Please rate the following from the satisfaction point of you from 1 to 5. Encircle 1 if you are least
satisfied and 5 if you are fully satisfied.
Q1. Our Staff responds to you calls timely? 1 2 3 4 5
Q2. Does our staff understand the issue well? 1 2 3 4 5

Q3. Does our staff talks to you decently and politely? 1 2 3 4 5
Q4. Your complaints get resolved in the quickest possible time? 1 2 3 4 5
Q5. Do you get regular follow-up calls? 1 2 3 4 5
Q6.Do you think you will continue business with us for five years? 1 2 3 4 5
Q7. Will you recommend our services to any of your friends? 1 2 3 4 5
Please give suggestions to improve our service quality (If any)
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Please return this questionnaire with your contact number to let us serve you better
E-mail to Management for Recommendations:
E-mail dated: June 14, 2018,
To: CEO
Subject: Recommendations for Management
Dear Sir!
With reference to the subject, following are the suggestions for the management to improve
customer service quality.
Technical Knowledge:
A proper problem identification mechanism needs to be developed and adopted to serve the
customers’ needs. It has been observed that in most cases representatives dealing with
customer`s complaints are unable to identify the problem because of lack of technical
knowledge.
Rewards & Bonuses:
To keep the motivation level of the staff up to the mark, a performance bonus system needs to be
introduced. Some of the team members seem de-motivated because It feels as if some of the
workers are de-motivated and over burdened.
Opportunity to Sale:
Every crisis has an opportunity hidden in it. Every organizational issue has an opportunity to
improve services. Solving customer`s problems to their satisfaction level gives an chance for the
representative to request him for additional sales. If the customer is satisfied, he will surely
increase his business with the firm.
Training & Development:
Regular training and motivation session for employees must be conducted. Keeping the staff`s
motivation level up is as important as doing the business itself. A load management policy is also
advised to be adopted by the management which will enable the management to know if any of
the staff members is over burdened.
Best Regards

Innovative Widgets

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Running Head: Innovative Widgets- CSM 1

Innovative Widgets History & Background:

Customer Charter for Innovative Widgets

Vision: Innovative Widgets envisions leading the market

by providing the best customer services and by

providing timely response to customer complaints

to win their satisfaction and trust.

Mission Mission of Innovative Widgets is be providing the

best after sales services and develop a passion to

serve customers among their workers.

Who are customers of Innovative Widget?

Internal Customers External Customers

Tradewill Ltd Altaroste S.R.O.

actual expected delivery time.

such a way that those who use it remain safe

other similar tools.

is wrong, he should not be argued with.

Customer Service Policy with focus on Internal & External Customers

Customer Support Policy & Procedure

customers need. Getting deadly accurate information about

only be obtained through market research and customer`s feedback.

Market research also enables you to look into more opportunities

minimizes the risk of loss in case of new experiments. Following are

the key rules designed for Innovative Widgets to help provide

customer services to their level best.

all about. He is not hired for arguing with customers or defending

company`s point of view. His job is to listen to the customer and

will be done to resolve the issue he is facing. It is not the time to

think if he is right or wrong, it is time to calm him down.

exactly the customer wants. Think about all possible solutions to

offer him the service he wants. If he is facing a technical problem,

understand the problem well before suggesting him the solution.

Even if he says something which is ethically or morally

inappropriate, bear with it.

Suggest Solution: Suggest a solution which is in accordance with company`s policy

How the plan will work?:

Know Customers` Needs using the RATER Model

gives them a direction, RATER is a famous model of indentifying customer`s A customer

delivered and he will be satisfied to the maximum level.

firm among his circle of friends.

Tangibles: Company must maintain a professional level of understanding with customers. It

communicating everything that they think should be communicated.

Complaints Policy and Procedures Innovative Widgets

out consistently, fairly and transparently and in accordance with organizational

employees and contractors of Innovative Widgets.

and on the company intranet.

management of Innovative Widgets with responsibility for managing

Relevant Privacy Act 1998 (Cwlth)

legislation etc. Equal Opportunity Act 2010 (Vic)

Competition and Consumer Act 2010 (Cwlth)

Occupational Health and Safety Act 2004 (Vic)

Updated/authorised10/2011 – John Doe CFO

Customer Support Process:

must be kept in mind while listening to a customer`s complaint.

This will allow him to calm down.

immediately after the call.

he must be apologized on behalf of the firm for facing a problem.

Guidelines for Customer Care Representatives:

3. Never argue with the customer.