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BSBCUS501-Customer Service Plan Of Innovative Widgets

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  • Course Code: BSBCUS501
  • University: Victoria University
  • Country: Australia

Question:

You will develop a customer service plan for the simulated business ‘Innovative Widgets’. You will gather the background information on the simulated business from your Student Workbook and any information about Innovative Widgets that you may have created in the course of completing learning activities in the Student Workbook
 
 

Answer:

Vision and Mission

Vision

The vision of Innovative Widgets is to render the best quality and reliable widgets for different machines at reasonable prices to its customers and also to meet customer servicing needs in an effective fashion.

Mission

The mission of Innovative Widgets is to render innovative product solutions to the customers and also to provide the right quality of customer services both for its internal and external customer groups. The management focuses on enhancing customer satisfaction and encouraging customers to carry out repeat purchases.

Internal and External Customers

Internal Customers

The internal customers of Innovative Widgets encompass employees, staffs, supplier/vendor firms and also the management body of the firm. It also includes the trade union bodies.

Requirement of Internal Customers

The internal customers require effective flow of information regarding changes in operational, employment and business policies of the firm. The internal customers also require an environment based on mutual trust and partnership within the firm and also generation of payment within the stated payment cycle (Toporek 2015). 

 

External Customers

The external customer groups essentially consist of business-to-business customer groups that focus on purchasing of widgets for different machines needed for manufacturing and other operations.

Requirement of External Customers

The external customers require widgets that are high safe, quality proven and are technologically equipped for meeting their emerging and challenging needs in the day-to-day manufacturing environment. The external customers also require that the right types of products are marketed to them for meeting their diverse demands (Toporek 2015).

Product Quality Specifications

Minimum Safety Requirements

The widgets manufactured are required to be stateless such that they are required to be free from storage of any data concerning customer/user requests. In that they are required to be stateless, the attributes of the widgets are only required to be incorporated during the time of installation.

Dimensions

The height and width of the widgets would be measured in terms of the cells that are placed both in a horizontal and vertical fashion. In case of incorporation of 20 cells, the available size in terms of dp would be estimated as 70x20-30 or 1370dp (Aft 2018).

Tolerances

Manufacturing tolerances of the widgets are associated with the acceptability of the size of the widget, the number of widgets produced within an effective period and also whether the same meets the budgetary expectations.

Pricing

The widgets are priced at AUD 10 per piece and on purchases of 7500 units of such widgets; Innovative Widgets tends to offer a discount of 10 percent to the purchaser.

Material

Recyclable materials are used for the manufacturing of the widgets such that they contribute in addressing the cost parameters (Wagner 2015).

Delivery

Widgets can be effectively marketed and delivered to the customers through the use of the digital platform. Both electronic and mobile commerce applications can be rightly incorporated for helping customers to view, sort and order the products which are then reached through use of logistic support.

Customer Service Guarantees 

Innovative Widgets offers money back guarantee for its widget products. Customers that are not satisfied with the purchase of the widgets are thereby requested to contact the company within 60 days of purchase of the product. The management operates based on a no-question policy and arranges for the return of the widget and in refunding the customer (Lawson 2014). 

 

Customer Services Policies and Procedures

The customer services policies are based on the incorporation of the RATER Model.

Reliability (R): The firm takes special focus regarding delivering the right merchandise that had been ordered by customers.

Assurance (A): The firm continually informs the customer regarding the movement of ordered products. This enhances assurance of the customers.

Tangibles (T): Innovative Widgets focuses on sustaining high product standards.

Empathy (E): The customer representatives are trained to effectively hear the queries and complaints of the customers and thereby take needed decisions.

Response (R): To take needed response regarding servicing internal and external customers (Webber & Webber 2016).

Customer Services Procedures

Communication Procedures: Innovative Widgets focuses on sustaining a two-way communication model through which it communicates customers regarding product specifications, sales and delivery information and also gains needed feedback and queries from customers. Further, a survey form is used for gaining responses from the customers.

Complaints and Emergency Procedures: Complaints from customers are received based on telephonic communication and also through use of electronic mails. The complaints are addressed with needed urgency by the technical team (Taylor 2016).

Customer Support Policy and Procedure-Collecting Market Research 

Purpose

The Privacy Policy is drafted for protecting the personal information of the customers that are captured by the firm for business purposes.

Scope

This policy applies on customers that have purchased widgets and have shared their personal information with the company.

Resources

Use of information technology resources are made for capturing and storing data. 

 

Relevant Legislation

The Privacy Act of 1988 acts as the relevant legislation that protects the personal information of customers (Collins 2016).

Updated/Authorised

The Privacy Policy is updated on 27th July 2017 (Collins 2016).

Customer Support Processes

-To ask only for information needed for processing orders.

-To treat the information with needed confidentiality.

-Allowing limited access to personal information stored in systems

Customer Complaints Policy and Procedure

Purpose

The purpose of the complaint handling policy is to help generate needed reassurance to customers regarding treatment of their concern in a fair and reasonable fashion and within an effective period.

Scope

The policy applies to customers that have faced problems concerning use of widgets purchased and interested in complaining to the company.

Resources

Different types of resources both printed and digital are used for gaining of needed complaints from the customers (Baer 2016).

Relevant Legislation

-Australian Consumer Law of 2011

-Competition and Consumer Act of 2010 (Baer 2016).

Updated/Authorised 

The Australian Consumer Law is updated as on 28th February 2018.

Customer Complaints Resolution Processes

-Customer support listens to the problem

-Records details concerning the problem

-Discusses options with customer for resolving the problem

-After agreeing on a solution responds quickly for resolving such (Cortés 2017).

Recordkeeping Policy and Procedure 

Purpose

Records Management Policy focuses on the identification, classification and also the storage of essential records associated to different stakeholders. 

 

Scope

The scope of the policy encompasses the different stakeholders of the firm like suppliers, vendors, employees and management.

Resources

Information technology resources and also different log books are used for recordkeeping purposes.

Relevant Legislation

State Records Act of 1998 acts as the relevant legislation in this respect (Smallwood 2013).

Updated/Authorised 

The legislation was last updated on 29th June 2018 (Smallwood 2013).

Recordkeeping Processes

-Identification of the records to be recorded and also the task owners for such

-Identification of the inventory and resources for storage of records

-Decide on the documents needed for gaining support

-Organising and rechecking of records (Lawson 2014).

Reflection

The Customer Service Plan for Innovative Widgets effectively underlines the different policies required for meeting needs regarding customer support, addressing of customer complaints and also for recordkeeping activities. It also underlies the different process related steps required to be met along the stated categories for addressing the different legislations like Privacy Act, Australian Consumer Law and also the State Record Act. The social media networks like Facebook and Twitter can be effectively employed by Innovative Widgets for sustaining effective relations with the customers and also in promoting the widgets with offers and discounts. 

 

References 

Aft, LS 2018, Fundamentals of Industrial Quality Control, CRC Press, United Kingdom.

Baer, J 2016, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, Penguin, United Kingdom.

Collins, D 2016, Nursing Policies and Procedures for Long Term Care: Nursing Home Policy and Procedure Manual, LTCS Books, United Kingdom.

Cortés, P 2017, The Law of Consumer Redress in an Evolving Digital Market, Cambridge University Press, United Kingdom.

Lawson, H 2014, Practical Record Keeping: Development and Resource Material for Staff Working with Pupils with Special Educational Needs, Routledge, New York.

Smallwood, RF 2013, Managing Electronic Records: Methods, Best Practices, and Technologies, John Wiley & Sons, United Kingdom.

Taylor, WC 2016, Simply Brilliant: How Great Organizations Do Ordinary Things In Extraordinary Ways, Penguin UK, United Kingdom.

Toporek, A 2015, Be Your Customer's Hero: Real-World Tips and Techniques for the Service Front Lines, AMACOM, United States.

Wagner, R 2015, Widgets: The 12 New Rules for Managing Your Employees as if They're Real People, McGraw Hill Professional, United Kingdom.

Webber, M & Webber, L 2016, It Governance: Policies and Procedures, 2017 Edition, Wolters Kluwer Law & Business, United Kingdom.

OR

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