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BSB51107 Diploma of Management Solved

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Introduction

This study deals with solving the complaints of the customers related to innovative widgets. Action plan is made that needs to be followed by the team members who are responsible to take the calls of the customers. It is important to maintain the quality of the service as well as to solve the complaint in a faster manner so that the customer remains satisfied. Handling the calls of the customers by the service team should be polite in nature and should listen to their problem patiently and provide with the remedy (Setia, Venkatesh and Joglekar, 2013). As the enquiry is related to innovative widgets, its repair or delivery time problems, so these issues should be handled carefully by the service team members. If these issues get more complicated, then calls need to be transferred to customer service manager because they can manage the issues in effective manner. In the case study, Mary was one of the team members who acted rudely with the customer, and the customer provides business to the company. Rather solving the issue, Mary started to argue with the customer that was not correct manner to handle complaint. While handling the complaint, one need to listen to the issues and then ask any questions if required, and then come up with solution that will help the customers in a desired manner (Arunachalam, 2014).

Part A

Develop customer service plan

1. Innovative widgets

Innovative widgets are considered to be the leader in production of widgets based in Australia. This was established in the year 1952 and the products include variety of machines, starting from domestic to industrial machinery. The main aim of this company is to provide the widgets at highest quality standards and that are functional as well as well designed. This company is known by the company because they provide the best quality products at the competitive prices. This company is basically a family owned that includes the sons as well as daughters to be the board of directors. More than 50 staff members are employed under innovative widgets. This company has a diverse range of customers and has a turnover of over $1600000.

This study deals with customer service that helps the customers to solve their complaints related to innovative widgets. As a customer service manager, it is necessary that the team members should effectively meet the need of the customers in the most effective manner (Rummler and Brache, 2012). The problem arose with a team member in the customer service who was unable to solve the problems of the customers and behave rudely that gave a negative feedback to the overall management. One of the complaints was placed by a person who was the largest supplier of mining equipment. His complaint was that he provides business to the innovative widgets but the company failed to deliver the order as promised (Tjoa et al. 2014). Within the five years down the line, innovative widgets have to be become the leader in order to satisfy the customer’s needs as well as expectations.

2. Customer service plan for innovative widgets

A. Vision and mission statement that will refer to internal as well as external customers

 Innovative widgets believe in providing its customer base with best quality at the most affordable prices. Training is conducted for the staff members so that they can render the best service possible.  The vision statement of this customer service team is to provide solutions to the internal as well as external customers to get recognition globally (Wright, 2014). The main aim of this company is to handle the calls and maintain telephonic conversation with its customer base. The company deals with innovative widgets and all the problems related to that will be asked by the customers. External customers call in this service centre to get their problems solved so that their delivery issues get solved up as soon as possible.

B. Product standard:

i. Dimensions-The innovative widgets should be delivered as promised by the company so that no customer cans complaint about the product. They maintain a plan that includes serving the needs of its customer base (Cermak, File and Prince, 2011). The problems are also not getting solved by the members of the customer service team. It is because of Mary who reacts rudely in handling the complaints that disappoint the customer to great extent.

ii. Pricing- The pricing is based upon competitive that is purely depends upon the size as well as materials. The pricing of the innovative widgets depends upon the quantity of products delivered

Solutions

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