Customer service plan template

Vision

BizOps' vision is to offer the highest quality of value and loyalty to our clients.

Overview

The customer service plan is being created in order to enhance the service that BizOps
provides to all of its clients. This proposal was developed in response to a consumer
concern about a particularly negative experience the customer had at the main store in
Kingston.

Objectives

S - create a customer service plan that prioritizes customer service, in a way that is
respectful and equal.

M - Collect feedbacks from customers, through the company's evaluations on the website,
or through surveys.

A - Improve the selection of people when hiring and investing in constant training,
especially in communication and customer service.

A - In order to retain the customer and achieve success in sales, it is necessary to create
this customer service plan.

T – 01/06/2021

Customer definition

As a store that sells technology items, our target audience involves all people. However,
the main focus is between the ages of 20 and 40. We want to change this concept and
improve customer service for the elderly.

Customer feedback

There are several ways that customers can give feedback on our products and services:

© Aspire Training & Consulting

Document date: April 2015
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Customer service plan template
website, phone, email, survey.

Gap analysis

After analyzing what happened to the customer disappointed with the service, some gaps
need to be corrected in the company:

- Improvement in communication and customer service;

- Lack of professionalism, since employees know the company's policies and were not
following them;

- Laughing at the customer's need would not meet the company's standards, because there
is a lack of respect for the client.

- Use of cell phones during work hours, hindering the service to be provided to the
customer.

Improvement strategies
The strategies to be addressed to improve customer service will be:

- Investment in customer service training;

- Investment in communication courses, product and service specifications;

- Investment in software to organize products and services to facilitate the work of

staff;

- Review and improvements in the company's policies and procedures.

© Aspire Training & Consulting

Document date: April 2015
Page 2 of 4

[unit code and title] .....................................................................................................................................

[student name] ....................................................... [id] .................................. [date].................

Customer service plan template

Communication processes
- It will happen mainly through meetings with the work team;

- Communication via professional email;

- Team participation in customer feedback.

Time lines

23/05: Creating the Customer Service Plan.

01/06: Approval of the plan by the company's directors.

04/06: Training of all employees (all stores).

05/06: Courses about Customer Service

06/06: Presentation of new company policies and procedures

Budget

ITEM PRICE

Training all employees $500

Courses about Customer Service $1500

New policie and procedures -

© Aspire Training & Consulting

Document date: April 2015
Page 3 of 4

[unit code and title] .....................................................................................................................................

[student name] ....................................................... [id] .................................. [date].................

Customer service plan template

Summary

It is extremely important that this plan is put into practice as soon as possible, as the
company can no longer admit losing more customers and falling in sales. Team spirit
must be present in the work team so that everyone cooperates in achieving the
company's goal.

© Aspire Training & Consulting

Document date: April 2015
Page 4 of 4

[unit code and title] .....................................................................................................................................

[student name] ....................................................... [id] .................................. [date].................