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Task 2.1 Plan To Meet Internal and External Customer Requirements

- Acknowledges and takes responsibility for the complaint from Yore Mine Co regarding subpar widgets and delayed delivery - Explains that a mistake was made in production that caused the quality issues - Apologizes

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Pahn Panrutai
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736 views6 pages

Task 2.1 Plan To Meet Internal and External Customer Requirements

- Acknowledges and takes responsibility for the complaint from Yore Mine Co regarding subpar widgets and delayed delivery - Explains that a mistake was made in production that caused the quality issues - Apologizes

Uploaded by

Pahn Panrutai
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Task 2.

1 Plan to meet internal and external customer requirements

a) Attend the focus group session in week 2 of class (see assessment procedures).
If you are absent from class, it is your responsibility to make alternative arrangements with
the trainer and assessor to perform the Role-Play.

Standards, Budget and Timelines


Record below the agreed 5 customer service standards, the agreed timelines to implement
the customer service plan and the agreed budget.

Standards 1. Availability
2. Courtesy
3. Consistency
4. Responsiveness
5. Efficiency
Budget $85.000
Timelines 6 weeks

b) Take notes about the focus group session and select three ideas that you find most
effective to develop a quality customer service plan according to the agreed
standards, timelines and budget.
List the ideas that you liked the most and develop a short reflection on your selection
(justifications). (50-100 words)

According to our customer service plan and the agreed standards above are the three
principal and most effectives

1. Seek Customer Feedback To provide excellent customer service, we first need


understand their needs, experiences, and pain points.
For these, we need to ensure that we provide to our customers multiple ways to share
their feedback.
Connecting with the customers to gather feedback also has another important
benefit, it makes them feel that you value them, and are willing to resolve their issues.
2. Strengthen our Customer Service Team We are going to organize training sessions
for them to improve their skills
3. Implement CRM Platform These systems help to ensure that everyone is on the
same page, which is important in establishing high customer service standards.
Template 1 -Customer Service Charter and Plan
Innovative Widgets Customer Service Charter
Welcome to Innovative Widgets!
Our vision: To perform consistently and deliver value-added services to our customers
with the highest level of quality.

Service excellence is our mission, the critical element for maintaining life-long, valuable
relationships with our customers. We strive to not only meet our commitments and client
expectations but to exceed them on every level and deliver exceptional value.

Our mission: To be an outstanding global Widgets company and create a healthy and
prosperous ecosystem comprised of happy customers, employees and partners.

Our internal customers are: Our internal customers require:


 All Employees  Physical and digital tools
 Contractors  Policies and procedures
 Suppliers  Support from management
 OH&S standards

Our external customers are: Our external customers require:


 Buyers  Good quality of products
 Technology companies  Excellent customers service
 Sole traders  Prompt replies
 Medium and small business.

We’ll give you what you need … and more!


We promise to deliver a widget that’s right for your needs:
 Providing a clear description of the product features and specifications.
 Tested products ensuring that every single widget follow the quality standards.
 Under guaranteed quality even after the product being used.
 Pricing is determined by the size, materials and labour costs.

We promise to support you:


 Delivering our products within the time required, ensuring that you will receive
them.
 To sell the widgets with a fair price to keep your projects within your budget.
 Whatever problems you have after receiving your purchase, we want to help you
ensuring you are happy and well looked after.
Innovative Widgets Customer Service Charter
We support our people to support you!
Innovative Widgets’ policies and procedures that support customer service include:
 Customer support policy and procedure
 Customer complaints policy and procedure
 Recordkeeping policy and procedure
 Customer information and market research policy and procedure
 Customer feedback policy and procedure

Customer service staff -Training needs


 Customer service skills
 Handling difficult people and situations.
 Retain customers.
 Customer satisfaction.

Budget
Develop a budget (4-6 items to implement the customer service charter and plan). Note, the total budget must not exceed
the agreed budget for implementation.

Item Estimated Cost


$
$
$
$
$
$
Total $85.000

Template 2 -Customer Support policy and procedures

Customer support policy and procedure – collecting market research


Purpose The purpose of this policy is to set up best practices for helping
customers with their inquiries regarding to our service or products.
Scope It ensures that each person within the organization understands
the importance of serving the customers consistently with the
same high quality of service.

Customer support process/es


1. Greet and introduce yourself courteously.
2. Ask customer how you can assist them.
3. Listen and record the customer’s issue/s or question/s.
4. Be empathetic to the customer.
5. Answer the question or advise how you will resolve their issue and fix.
6. Confirm the issue has been resolved and the customer is satisfied.
7. Escalate the issue if unable to resolve.
8. Ask customer to complete a feedback survey and enrol for any updates or
subscriptions.

Template 3 -Record keeping policy and procedures

Purpose Innovative Widgets will handle information in a way that meets its
legislative obligations and minimises potential risks relating to
privacy, data security, confidentiality and records management.
Handling information in a way that protects privacy and
confidentiality is part of the commitment to being responsible.
Scope All management, staff, contractors, suppliers must be responsible
for their recordkeeping

Recordkeeping process/es
1. Innovative Widgets records are meaningful, accurate, reliable and useable records
and information is available whenever required.
2. They provide stakeholders with transparency and accountability.
3. Records are to be kept confidential and in accordance to the Privacy Act 1988 and
Personal Information Protection Act 1998.
4. Records and information are managed across all operating environments, systems
and kept up to date.
5. Records and information are kept for as long as they are needed for business, legal
and accountability requirements.

c) In week 3 of class, ask two of your classmates to peer-review the charter and plan
(including the policies and procedures) to ensure that it achieves quality, time and
cost specifications agreed with the CEO and the customers attending the focus group
session in week 2.

Template 4 -Peer Review

Peer Review
Student 1
Name and Signature

Student 2
Name and Signature

Does the charter meet Student 1:


the customer service
standards agreed during
the focus group session? Student 2: The chart is in line to the service standards agreed
Why? during the focus group session because are according with all
What could be de policies and procedures
improved?
Would the customer Student 1:
service charter and plan
be implemented
according to timelines? Student 2:
Why?
What could be
improved?
Do the customer service Student 1:
charter and plan meet
budgetary requirements? Student 2:
If not, what should be
changed?

Task 2.2 Ensure delivery of quality products and services


Email Report to the board:

a) Address the complaint from Yore Mine Co.

Email to Yore Mine Co:

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