Innovative Widgets Customer Service Plan
Innovative Widgets customer service plan
Vision
• This is a statement of how you envision customer services being delivered in the future
In five years’ time, Innovative Widgets will be the leader in customer service satisfaction, providing timely, responsive service with integrity, simplicity and a passion for excellence, while meeting or exceeding the customer’s expectations.
Mission statement
• This defines what a company will do to achieve its vision. It may include the company’s functions, goals and philosophies
The mission of Innovative Widgets is to always convey a passion for the customer and to consistently deliver the best service experience. Innovative Widgets defines customer service as any activity provided by an Innovative Widget employee that enhances the ability of a customer to realize the full potential value of an Innovative Widget product or service before and after the sale is made, thereby leading to Customer Satisfaction and repurchase.
Product standards
• Provide a clear description of the product standards or specifications (page 27).
• Use the information provided in the case study.
• If the information for one aspect of the product is not available in the case study, use your own judgement to outline a reasonable standard.
Product (widget) aspect Product standard or specification
Dimensions Mean widget size = 10mm
Tolerances +/- 3% variance (0.03) = all widgets including tolerances = 9.7mm – 10.3mm
Pricing Competitive pricing which is determined by the size and materials
Material Metal and plastic
Delivery 3 day guarantee delivery via courier or pick up 24 hours after order taken
Customer information and market research policy and procedure
• Outline policies and procedures for gathering customer information and conducting market research to identify customer needs using the RATER model
Policy
Customer information and market research policy and procedure
Purpose
To remain
Vision
• This is a statement of how you envision customer services being delivered in the future
In five years’ time, Innovative Widgets will be the leader in customer service satisfaction, providing timely, responsive service with integrity, simplicity and a passion for excellence, while meeting or exceeding the customer’s expectations.
Mission statement
• This defines what a company will do to achieve its vision. It may include the company’s functions, goals and philosophies
The mission of Innovative Widgets is to always convey a passion for the customer and to consistently deliver the best service experience. Innovative Widgets defines customer service as any activity provided by an Innovative Widget employee that enhances the ability of a customer to realize the full potential value of an Innovative Widget product or service before and after the sale is made, thereby leading to Customer Satisfaction and repurchase.
Product standards
• Provide a clear description of the product standards or specifications (page 27).
• Use the information provided in the case study.
• If the information for one aspect of the product is not available in the case study, use your own judgement to outline a reasonable standard.
Product (widget) aspect Product standard or specification
Dimensions Mean widget size = 10mm
Tolerances +/- 3% variance (0.03) = all widgets including tolerances = 9.7mm – 10.3mm
Pricing Competitive pricing which is determined by the size and materials
Material Metal and plastic
Delivery 3 day guarantee delivery via courier or pick up 24 hours after order taken
Customer information and market research policy and procedure
• Outline policies and procedures for gathering customer information and conducting market research to identify customer needs using the RATER model
Policy
Customer information and market research policy and procedure
Purpose
To remain