Innovative Widgets
Customer Service Plan
Who is Innovative Widgets
Innovative Widgets is the leading producer of widgets in Australia. Established in 1980, widgets are used as components for a wide variety of domestic and industrial machinery. We produce widgets that are functional, well designed and manufactured to the highest quality standards. Customers across Australia look to us to provide high quality products at competitive prices.
A family owned company; we operate from one main factory which include several different sections:
• Stores area for the raw materials used to make the widgets,
• Machine shop for producing the widgets,
• Warehousing,
• Dispatch and deliveries.
We have a diverse range of customer's with 60% …show more content…
of our total profits coming from major supermarket companies in Australia and 40% coming from direct internet sales and sales to small businesses.
Innovative Widgets employs over 25 staff. Pre-tax profit last year was $1,650,000 with a turn over of $8,700,000.
Mission Statement
At Innovative Widgets we aim to provide our customer's with the best quality products at competitive prices.
We provide our staff with regular training to ensure that our customers get the best possible service from our company.
Using regular surveys and suggestion boxes we are able to determine what our customer expect from us and where we need to improve our products and services.
Our customers are the most important aspect of our business, with our highly trained technicians and knowledgeable staff, we are sure to make feel our customers welcome.
Policy and Procedures
Identifying customer needs – in order to provide our customer's with the appropriate product, we do research their needs.
We do this by asking many questions. Using active listening as the best way to let the customer know that we are trying to give them the best of our products.
Analysis of the customer's needs is also a great way to offer them products to benefit them, e.g. suggestive selling, marketing strategies, competitive advantage, etc.
We use the RATER system as a great place to start.
RATER stands for:
Responsibility
Delivery on promises.
Assurance
Inspiring trust and confidence in our customer's.
Tangibles
Representing the product physically.
Empathy
Treating customer's as individuals.
Response
Being willing to help wherever possible.
Customer feedback – essential to our marketing is obtaining customer feedback. Keeping up to date with our customers, we are sure that we are meeting their expectations.
We send out surveys via emails and post. We also send out regular brochures updating our customers of any changes that may benefit or effect them. We call our major customer's in regular bases to see if there is anywhere we need to improve our products and services.
Handling complaints – The procedure for the handling customer’s complaints are as follows: Listen to the customer Help and Resolve Pass it along to management to better our product or service
Responsibility
To run efficiently Innovative Widgets have staff taking care of different parts of the business.
Different sectors have different responsibilities. Here is an example for who is responsible for what.
Board of Directors – Responsible for overseeing the activities of Innovative Widgets so that the company meets the expectations of our mission statement.
Purchasing – Responsible for acquiring raw materials needed to produce our widgets. They ensure quality at the best possible deal from reliable suppliers.
Sales – Responsible for the marketing of our products. They represent Innovative Widgets in the market place and exhibit our products to potential clients. They also ensure that our current clients are aware of upcoming changes to the present line of products and new improve and innovative new lines
Human Resources – Responsible for ensuring the needs of the staff and the customer's are met. They run regular focus groups and conduct regular …show more content…
surveys.
Accounts – Responsible for our financial needs. Maintaining records of assets, liabilities, profit and loss. Providing annual reports to the company directors and shareholders taking care of tax responsibilities.
Customer Service – Providing quality customer service to all our customer's.
They answer all calls immediately, handling customer complaints promptly and thoroughly. Providing excellent customer service ensures customer's return.
Maintenance – The maintenance team ensures that company’s equipment is compliant with the health and safety standards. Kipping daily logs of repairs and maintenance to machinery ensuring a low downtime ratio. They also advise in the latest technologies needed to archive maximum efficiency.
We need to utilise the different sectors in order to reach the company’s goal. Each sector have regular training updates and is provides reports to the board of directors to ensure everybody is aware of where we are at in the market place.
Our product standards
Our customers are the most important component of the company’s success. our products are also just as important but depend on customer’s acceptance and needs.
Our second priority is making sure our products meet the industry standards as well as the standards of our mission statement.
Some of our product standards are;
• Dimensions – we sell stainless steel widgets that come in the sizes 5mm, 6mm, 7mm, 8mm, 9mm and 10
mm.
• Tolerances – they are to be produce with a tolerance ratio of +/- 3% with no more then +/-5%.
• Pricing – our prices are to stay competitive to the other companies in order to keep our position as number one.
• Materials – our materials are of the highest quality from the best of suppliers.
• Delivery – we will ensure that our deliveries are prompt and on time. Our customer's rely on us to meet their expectations. back.
Customer Service Plan
Table of Content
Who is Innovative Widgets 1
Mission Statement 1
Policy and Procedures 2
Handling complaints 3
Our product standards 4
Who is Innovative Widgets
Innovative Widgets is the leading producer of widgets in Australia. Established in 1980, widgets are used as components for a wide variety of domestic and industrial machinery. We produce widgets that are functional, well designed and manufactured to the highest quality standards. Customers across Australia look to us to provide high quality products at competitive prices.
A family owned company; we operate from one main factory which include several different sections:
• Stores area for the raw materials used to make the widgets,
• Machine shop for producing the widgets,
• Warehousing,
• Dispatch and deliveries.
We have a diverse range of customer's with 60% …show more content…
of our total profits coming from major supermarket companies in Australia and 40% coming from direct internet sales and sales to small businesses.
Innovative Widgets employs over 25 staff. Pre-tax profit last year was $1,650,000 with a turn over of $8,700,000.
Mission Statement
At Innovative Widgets we aim to provide our customer's with the best quality products at competitive prices.
We provide our staff with regular training to ensure that our customers get the best possible service from our company.
Using regular surveys and suggestion boxes we are able to determine what our customer expect from us and where we need to improve our products and services.
Our customers are the most important aspect of our business, with our highly trained technicians and knowledgeable staff, we are sure to make feel our customers welcome.
Policy and Procedures
Identifying customer needs – in order to provide our customer's with the appropriate product, we do research their needs.
We do this by asking many questions. Using active listening as the best way to let the customer know that we are trying to give them the best of our products.
Analysis of the customer's needs is also a great way to offer them products to benefit them, e.g. suggestive selling, marketing strategies, competitive advantage, etc.
We use the RATER system as a great place to start.
RATER stands for:
Responsibility
Delivery on promises.
Assurance
Inspiring trust and confidence in our customer's.
Tangibles
Representing the product physically.
Empathy
Treating customer's as individuals.
Response
Being willing to help wherever possible.
Customer feedback – essential to our marketing is obtaining customer feedback. Keeping up to date with our customers, we are sure that we are meeting their expectations.
We send out surveys via emails and post. We also send out regular brochures updating our customers of any changes that may benefit or effect them. We call our major customer's in regular bases to see if there is anywhere we need to improve our products and services.
Handling complaints – The procedure for the handling customer’s complaints are as follows: Listen to the customer Help and Resolve Pass it along to management to better our product or service
Responsibility
To run efficiently Innovative Widgets have staff taking care of different parts of the business.
Different sectors have different responsibilities. Here is an example for who is responsible for what.
Board of Directors – Responsible for overseeing the activities of Innovative Widgets so that the company meets the expectations of our mission statement.
Purchasing – Responsible for acquiring raw materials needed to produce our widgets. They ensure quality at the best possible deal from reliable suppliers.
Sales – Responsible for the marketing of our products. They represent Innovative Widgets in the market place and exhibit our products to potential clients. They also ensure that our current clients are aware of upcoming changes to the present line of products and new improve and innovative new lines
Human Resources – Responsible for ensuring the needs of the staff and the customer's are met. They run regular focus groups and conduct regular …show more content…
surveys.
Accounts – Responsible for our financial needs. Maintaining records of assets, liabilities, profit and loss. Providing annual reports to the company directors and shareholders taking care of tax responsibilities.
Customer Service – Providing quality customer service to all our customer's.
They answer all calls immediately, handling customer complaints promptly and thoroughly. Providing excellent customer service ensures customer's return.
Maintenance – The maintenance team ensures that company’s equipment is compliant with the health and safety standards. Kipping daily logs of repairs and maintenance to machinery ensuring a low downtime ratio. They also advise in the latest technologies needed to archive maximum efficiency.
We need to utilise the different sectors in order to reach the company’s goal. Each sector have regular training updates and is provides reports to the board of directors to ensure everybody is aware of where we are at in the market place.
Our product standards
Our customers are the most important component of the company’s success. our products are also just as important but depend on customer’s acceptance and needs.
Our second priority is making sure our products meet the industry standards as well as the standards of our mission statement.
Some of our product standards are;
• Dimensions – we sell stainless steel widgets that come in the sizes 5mm, 6mm, 7mm, 8mm, 9mm and 10
mm.
• Tolerances – they are to be produce with a tolerance ratio of +/- 3% with no more then +/-5%.
• Pricing – our prices are to stay competitive to the other companies in order to keep our position as number one.
• Materials – our materials are of the highest quality from the best of suppliers.
• Delivery – we will ensure that our deliveries are prompt and on time. Our customer's rely on us to meet their expectations. back.
Customer Service Plan
Table of Content
Who is Innovative Widgets 1
Mission Statement 1
Policy and Procedures 2
Handling complaints 3
Our product standards 4