Improving Customer Satisfaction at Innovative Widgets: A Case Study Analysis

Running head: CSAT AT INNOVATIVE WIDGETS
CSAT at Innovative Widgets
Name of the Student:
Name of the University:
Author Note:
Assessment 1.

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Answer 1.
Innovative Widgets was a widget manufacturing company which manufactured high quality widgets which found usages in
machines which were in turn used in different industries. It is very clear from the analysis of the case study that Innovative Widgets
had a very strong market position but was losing it due to faulty customer management. The members of the customer services team
like Mary often conducted themselves very rudely with customers and did not receive calls on time. The case study also showed that
there existed lack of coordination between the marketing department and production department. The case study clearly mentions that
the company delivered the widgets after the deadline set by the client which caused resentment among the customers. The company
escalated the matter by further dispatching widgets of wrong particulars. This lack of coordination between departments led to lack of
customer satisfaction which ultimately led to erosion of revenue. Finally the review can be ended by mentioning the level of customer
issues often led to certain customers threatening to initiate legal actions against the company.
Answer 2.
Appendix 1: Customer service plan template
Innovative Widgets Customer Service Charter
Welcome to Innovative Widgets!
Our vision and mission

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The mission of Innovative Widgets should be manufacturing of widgets of superior quality as per specifications of
clients. The company would market the widgets at its own outlets, third party retailers and wholesalers and on
ecommerce portals to ensure maximum access of customers to its products. The products would be avaialble at
legitimate prices which would enable small size clients acquiire the widgets as well. The comany would also
provide the clients round the clock customer services on email, telephone also at the outlets.
Who are our customers
Our internal customers Our internal customers require:
Management, employees
Management-Higher profits, Higher market
position
Employees-Appraisal, salary hikes,
professional growth, work life balance,
secure workplace
Our external customers are Our External customers require:
Business clients(distributors, wholesalers and retailers)
Superior quality widgets of appropriate
particulars delivered within deadline at
legitimate prices
We'll give what you need
We promise to deliver a widget that's right for your needs:
1. Superior quality materials
2. Can withstand wear and tear
3. user friendly
4. Durable
5. Safe to use.
6. of appropriate dimesions.
7. Toletant towards heat and moisture
8. Delivery on time
We promise to support you
1. Full time support to buyers
2. Reimbursement in proportion to defective products

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We've support our people to support you!
Innovative Widget's policies and procedures that support customer
service include
1. Round the clock customer support on telephone and email
2. Compliance with relevant consumer protection laws.
3. In case of legal dispute, the legal representatives of the company would appear in the court in the jurisdiction of
the client.
4. Round the clock gathering of customer information and conducting market research to cater to customer needs
and expectations.
5. Compliance to the RATER model.
Answer 3.
I can point out upon reflection that on the new customer service plan of Innovative Widgets would enable the company to
provide high quality customer services and legal compliance. It can be pointed out that the new customer service plan would enable
the company conduct continuous market research which would enable it to gain information about the changing expectations of the
customers. Thus, the company would be able to restructure the production method to produce goods as per expectations of customers.
I can further point out upon reflection that the new customer management policies would enable the marketing department of the
company gain feedbacks from customers regarding their expectations from the new products which they would communicate to the
manufacturing department. The manufacturing department would as a result be able to manufacture products as per the specifications
of customers, thus ensuring higher levels of customer services. This would enable the company to ensure higher level of customer
satisfaction. It can also be pointed out that the marketing department of the company would have dedicated team of well-trained
customer care employees who would attend the calls of customers and provide solutions to queries of customers to the feasible extent.

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The customer care staff members should also be able to transfer the calls of clients to appropriate departments to ensure timely
solution of the customer problems. This would results in reduction in customer issues which would in turn enable the company to
ensure customer satisfaction and reduction in legal actions from customers as mentioned in the case study. The new customer service
policies would encourage the company to bring about innovations in the customer services which as per my learning would enhance
customer satisfaction.

Company gains information from customers through feedbacksCompany conducts market research
Marketing department collects information and communicates to manufacturing dept.
Manufacturing of customer
specific products
Customer
satisfied
Generation of high revenue Growth of
businessMinimum legal
problems
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