Customer Service Requirements 1

BSBCUS501

Name – Surinder Singh

Student ID – GEN1118
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ASSESMENT 1 Customer Service Plan for Innovation Widgets

Contents
Task 1 Information about Innovative Widgets Simulated Business .............................................................. 3
Task 2 Customer Service Plan ....................................................................................................................... 4
Task 3 Reflection on Customer Service Plan ................................................................................................ 8
References...................................................................................................................................................... 9
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Task 1 Information about Innovative Widgets Simulated Business

Innovative Widgets is the biggest producer in Australia for the widgets used in the industrial

machinery and domestic machines. The widgets produced by the company are functional, high

quality, and well-designed for meeting the standard service requirements of the customers. This

is an innovative customer service plan for effective customer services by meeting the customer
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service requirements. The quality customer service delivery is central to the customer service

plan that will provide a framework for the business organization to attract the customers, satisfy

their needs, and maintain customer loyalty. The simulated business innovative widgets are

something about representing a customer service plan to include the mission and vision

statements, and product standards (pricing, safety requirements, materials quality, service

delivery, and tolerance (Bansal and Taylor, 2015).

This project plan is prepared for the Innovative Widgets Company who currently faces problems

in the customer service delivery while operating on the Australian landscape. The main problem

is that the customers’ service requirements are not met properly and there is no complaint

handling process to handle the complaints. This customer service plan will guide about the

policies and procedures for managing the customer service records and data presentation and

gathering customer information and conducting the market research, and an effective handling

procedure to address the complaints and solving the customers’ problems. This project plan also

guides to maintain the product quality, their standard requirements, and solving the problems by

handling complaints and working on them fastly for customer satisfaction (Meesala and Paul,

2018).

Task 2 Customer Service Plan

a. Vision- The vision statement keeps a long eye for customer services in the future. The vision

of the company is following as:-

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”To become a leader in the customer service delivery through offering the innovative Widgets

for responding to the customers’ problems timely and with integrity and great passion for the

customer service excellence by addressing all areas of customers’ concerns for meeting their

expectations in the time period of next Five years”.

Mission Statement- this defines the goals, milestones, policies, and philosophies that the

company is required to achieve its vision. The mission statement is as following:-

“The mission of Innovative widgets is conveying a passion for leading the customer service

delivery efficiently and consistently delivering the best customer service experience for

achieving loyalty from the customer satisfaction” (Dhar, 2015).

b. Lists of Internal and External Customers and their Needs

Internal Customers- customer service representatives

Needs and Requirements-

• Adequate resources and facilities for effective customer service operations

• Good Working Environment

• The advanced customer service options

External Customers- buyers/ customers who buy the product

Needs and Requirements-

• Good quality of Widgets

• Excellent customer services

• Prompt Replies (Sierra, Iglesias, Markovic, and Singh, 2017)

C. Product Standards-
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i. Minimum Safety Requirements- The widgets will be delivered with the maximum

safety standard requirements and quality standards by following the ISO 9001

requirements to meet the customers’ needs and requirements.

ii. Pricing- The standardization pricing policy, like economic pricing strategy, will be used

for presenting the standard products for suiting the affordability to different categories of

the customers. This pricing strategy will assist to offer the products at the standard prices

or competitive market prices for the suitability to the customers.

iii. Dimensions- The Innovative widgets will meet the product dimensions, like safety,

quality, usefulness, standardization, size, and weight. The standards and good quality of

widget products prepared from the quality metals for serving the customers effectively by

meeting their quality preferences (Dhar, 2018).

iv. Materials- the raw materials, like metals and other materials by using the standardized

procurement process will be used for procuring the materials to be used in the widgets

production.

v. Tolerances- The products will be delivered by ensuring the tolerability and acceptability

of the customers for the proposed products. There should be a minimum variance in the

customer service expectations and product quality (e.g. the difference up to 0.5 cm in

size) (Yuen and Thai, 2015).

vi. Delivery- Effective customer service delivery via retail stores by the sales personnel and

the online service delivery by the customer service preventatives for meeting the

customer service expectations and requirements.

D. Policies and Procedures-

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RATER Model- this model will be used to identify the customers’ needs and requirements for

meeting the demand preferences and expectations.

Reliability- Delivering the right kind of and superior quality products timely at the cost-effective

prices for reliable customer service operations.

Assurance- Ensuring that the customers have a good trust in the product knowledge and

confidence in the abilities to serve the customers effectively (Dhar, 2015).

Tangibles- Representing the innovative budgets for improved customer service operations.

Empathy- being more attentive to the customers by using the active listening skills to listen to

them properly and empathize by using the courteous language effectively.

Response- Responding to the customer complaints or problems timely and making good

interaction for the long-term customer relationship with them.

Responding to Customer Complaints- The customer service representatives or employees will

contact the clients by phone calls or emails. The feedback of the customers will be followed for

inquiry for addressing their complaint/ problems. An effective customer handling procedure will

be followed by the customer service representatives to register the customers’ complaint and

addressing the complaint by finding the root cause for the complaints (Su, Swanson, and Chen,

2016).

Managing Records and Storing Data- The data related to the customer service information will

be collected be recorded for the further use, conduct inquiry, and references. The data will be

stored in the files related to the customer service folder. The customer service employees will use

active listening skills to ensure that all information is correct/ write and up-to-date that is

collected in the correct formats for further references.

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Task 3 Reflection on Customer Service Plan

The customer service plan is prepared better by including the vision, mission statement,

prospective customers’ list, product standards, and policies and procedures for customer service

information, managing records, and handling the customers’ problems/ complaints. This plan

will work best to meet the quality service requirements of the customers by ensuring legal

compliance, like adhering to the customer protection law and customer service standards.

It is reflected the innovative widgets are well-performing as expected for responding the

customer service complaints effectively and fastly for providing a rich customer service

experience for their satisfaction and loyalty. This plan is looking to fulfill its aim to convey

passion for the effective and right kind of customer service delivery and providing the consistent

quality customer services for the best service experience with the customers in the direction of

their high retention to purchase the company’s products consistently. The use of RATER model

proved its usefulness in the reliability with the customers, assurance for having good trust and

loyalty of the customers, tangibles for representing high standard widget, empathy for the active

customer listening to solve their problems and using courteous language, and response for the

effective customer interactions (Bansal and Taylor, 2015).

There are several problems found in the customer service from the last 2-3 years, like not

offering the customer service as expected, not handling their complaints fast, and not addressing

the comments/ feedback of the customer properly because of the lack of experienced staffs, some

of the employees are not taking their job roles and responsibilities carefully in an effective

customer. The customer service department/ teams are not performing as some of the customers

are complaining about the behaviors of some employees of the stores as well as fraudulent

practices by some of the corrupted staffs. The customer services are not satisfactory as well as
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inefficient service delivery to the customers. The customer dissatisfaction affects the loyalty with

them as well as problems in maintaining good relations with them that creates complications in

retaining the existing customers back for the repeat purchases (Sweeney, Danaher, and McColl-

Kennedy, 2015). The misunderstanding between the employees and customers, fraudulent

practices, delivery of wrong products/ items, not following the procedures and policies to be

friendly and courteous with the customers, and delayed customer service delivery are some

major concerns of the customer service.

All legal aspects of the legislative framework, like Privacy Act, 1998, Customer

Protection Law, Equal Opportunity Law, 2010, Competition and Consumers Act, 2010,

Occupational Health and Safety Law, 2004, Anti-discrimination Legislation Policy, Don not Call

Register Act, 2006, Australia’s Spam Act, and Industry Code of Practices. This plan can also

consider the customer service charters to explain the customer service problems and developing

effective policies for dealing with the customers’ complaints (Sierra, Markovic, Iglesias,

Markovic, and Singh, 2017).

References

Bansal, H.S. and Taylor, S.F. (2015) ‘Beyond service quality and customer satisfaction:

investigating additional antecedents of service provider switching intentions’, In Proceedings of

the 1999 Academy of Marketing Science (AMS) Annual Conference (pp. 75-82). Springer, Cham.
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Dhar, R.L. (2015) ‘Service quality and the training of employees: The mediating role of

organizational commitment’, Tourism Management, 46, pp.419-430.

Meesala, A. and Paul, J. (2018) ‘Service quality, consumer satisfaction and loyalty in hospitals:

Thinking for the future’, Journal of Retailing and Consumer Services, 40, pp.261-269.

Sierra, V., Iglesias, O., Markovic, S. and Singh, J.J. (2017) ‘Does ethical image build equity in

corporate services brands? The influence of customer perceived ethicality on affect, perceived

quality, and equity’, Journal of Business Ethics, 144(3), pp.661-676.

Su, L., Swanson, S.R. and Chen, X. (2016) ‘The effects of perceived service quality on

repurchase intentions and subjective well-being of Chinese tourists: The mediating role of

relationship quality’, Tourism Management, 52, pp.82-95.

Sweeney, J.C., Danaher, T.S. and McColl-Kennedy, J.R. (2015) ‘Customer effort in value

creation activities: improving quality of life and behavioral intentions of health care

customers’, Journal of Service Research, 18(3), pp.318-335.

Yuen, K.F. and Thai, V.V. (2015). Service quality and customer satisfaction in liner

shipping. International Journal of Quality and Service Sciences, 7(2/3), pp.170-183.

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