Customer Service Plan for Desklib

This customer service plan outlines Desklib's vision and mission, and how we serve our customers. It also includes policies and procedures for handling customer complaints, monitoring performance with KPIs, and improving customer service organization-wide. The plan emphasizes the importance of training the customer service team, increasing the number of supervisors, and improving record-keeping. The plan also includes a questionnaire for customers to provide feedback.

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CUSTOMER SERVICE PLAN TEMPLATE
Student name
Professor name
Course
Institution
Date

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CUSTOMER SERVICE PLAN TEMPLATE
Innovative Widgets Customer Service Charter
Welcome to Innovative Widgets
Our vision
To be the best in delivering the services that satisfy our customers, to provide our services within the
right time and to respond to our customers with simplicity, integrity, and excellence.
Our mission
To serve our customers with a passion and to deliver the best service to our customers at all times.
Who are our customers?

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Our internal customers are:
Shareholders
Stakeholders
Employees
Our internal customers require:
To serve the company with loyalty and produce much profit for the organization
Our external customers are:
Buyers
Our external customers require:
Correct products
To be served with care
Quick delivery of the products they order
We’ll give you what you need and more!
We promise to deliver a widget that’s right for your needs:
Products in the right portion, quality, and quantity
We promise to support you:
By delivering our products within three days after the ordering date
By delivering goods of a high standard
By being reliable and delivering that which we promise

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By assuring you to be confident that we will deliver what we promise
By using a cautious language to our customers and being attentive to them
We’ve supported our people to support you!
Employees
Supervisors
Customer service officer

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Innovative Widgets
Customer support policy and procedure – collecting market research
Purpose The purpose of this strategy is to ensure that the customers are offered
great support when making a purchase and ordering for delivery
Scope The scope of this plan is to offer administration to the customer by the
contractors and employees of the Innovative Widgets
Resources Specific measures for the application of this rule are accessible on the
corporate intranet.
Relevant
legislation etc.
● Privacy Act 1988 (Commonwealth)
● Competition and Consumer Act 2010 (Commonwealth).
Updated/
authorized
10/2011 –Chie Financial Officer
Customer support process/es
1. great the customer in a kindly manner and at least ask for their name
2. ask the customer how you can be of help to them
3. listen attentively to their requests and think of how you can be of help to them
4. assure her the best services

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Innovative Widgets
Customer complaints policy and procedure
Purpose The main purpose of this strategy is to ensure that there is the
act of fairness, consistency, and transparency when managing
the complaint
Scope The scope of this plan is to cover the management of the
customer complaints obtainable by the servicers and
workforces of the Innovative Widgets
Resources Specific measures for the application of this rule are
accessible on the corporate intranet.
Relevant legislation etc. ● Privacy Act 1988 (Commonwealth)
● Competition and Consumer Act 2010
(Commonwealth).
Updated/
authorized
10/2011 –Chie Financial Officer
Customer complaints resolution processes
1. great the customer in a kindly manner and at least ask for their name
2. ask the customer how you can be of help to them
3.try understanding their points and avoid arguing with them

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4. in case there are issues, apologize and ask him or her to allow you to rectify the mess caused and be of
service to him or her once again
…
Innovative Widgets
Recordkeeping policy and procedure
Purpose The main aim of this policy is to record the orders of the customers to
ensure the right delivery to the client
Scope The scope of this plan is to ensure adequate record keeping of the
customer’s delivery offered by the company of the Innovative Widgets
Resources Specific measures for the application of this rule are accessible on the
corporate intranet.
Relevant legislation etc. ● Privacy Act 1988 (Commonwealth)
● Competition and Consumer Act 2010 (Commonwealth).
Updated/
authorized
10/2011 –Chie Financial Officer
Recordkeeping process/es
1. great the customer in a kindly manner and at least ask for their name

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2. ask the customer how you can be of help to them
3.note their order with concern as they mention them
4. assure them of a safe and quick delivery
Develop a short (no more than one page) reflection on your plan and how the design of your plan will
work to achieve quality customer service and legal compliance and how your plan is consistent with best
practice models and voluntary standards and codes of practice. In your reflection, you also need to
summarise public relations and product promotion approaches that are appropriate for Innovative
Widgets.
The customer service plan designed above will be of great help to the company. It will enable the duties
carried out within the organization to be effective. It will also increase the manner in which our buyers
will be approached and treated by our given support. I the plan, there is the indication of our expectations
from the buyers as well as what the customers should expect from our company. How the customer
should be approached is also indicated to avoid the acts of the client clashing with our workforces. Once
all the stakeholder involved will adhere to the given plan, there will be great relation in the company.
Also, our products and services will, in turn, get high rates of promotions in a great manner. For instance,
we have indicated that our delivery will be made exactly three days after the date of the request. Also,
that the goods will be of good quality and exactly as the client requested them.the plan will make us keen
on making sure that we adhere to the promises made to our client We are therefore looking forward to a
great partnership which will come about as a result of this plan.

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Task 2
MANAGE AND DEVELOP THE TEAM
Part a
Write a brief report (no more than 1 page) to the board of Innovative Widgets to:
a. summarise customer service team performance
the customer service performance is supposed to act kind and willing to serve the customers
at all times. They should be highly prioritized and listened to at all times. In the case of ay
complains from the customer. The customer service provider should try its best to listen to
the customer’s grievance, apologize to the customer and work on correcting the issue and
preventing its occurrence in the future.
b. identify possible causes of customer service shortfalls
The first course of service shortfall can be a lack of supervision. It is because John is the
only supervisor of the team. That means that in case he goes on annual leave; the office is
left unattended. The other cause is letting a new employee on the desk and not monitoring
the manner in which they are handling the customers.
c. identify options to address the problem/s.
The company should consist of several supervisors. So that in case one is out on leave, there
is another one to monitor the moves of the other employees I the organization. Also, a new
employee should undergo training according to the written company plan before being
allowed to serve the customers.

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2. Follow the customer complaints policy and procedures provided in Appendix 3 of this task to draft an
email to Yore Mine Co. to clear up the misunderstanding and address their concerns. Ensure that your
support of the customer provided is consistent with principles of customer service set out in the
Innovative Widgets business plan and the customer service plan you develop in Assessment Task 1
Email
To: Yore Mine Co.
From: Innovative Widgets
Subject: Apologizing due to late delivery
Dear Mr/ Mrs,
Am writing this concerning the issue of failure to deliver the goods that were supposed to be
delivered to you. I apologize for the inconveniences that may have occurred matter your orders.
I would, therefore, like to request you to consider working with my organization once again. I
assure quick delivery of products that are of high quality as well as the exact ones that were
ordered. Kindly consider working with my company again.
Yours faithfully
Innovative Widgets

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Part b
Coaching session plan
There are steps to be considered when establishing a coaching session for the person intended to feel well
approached. First, the one conducting the coaching should begin with asking a question that is open-
ended and seems caring. The open-ended question enables the client to be able to express themselves
openly. The question should not be directed to the issue in concern. Secondly, there should an
engagement in a report that is in a way progressive. At this point, the person being coached should be
asked to give an update of the activities she engaged herself. After which, you should set the agenda of
the meeting making her feel secure and willing to open up to you. Then, you should be able to review the
available new action items present. It is quite easier to discuss them while the session is still in progress.
At this point, make her understand the steps which can make her prosper. Finally, you need to set the
steps to be followed as you schedule the meeting at some other time before you get to close the session.
describe the policy and procedures for handling customer complaints
Once a customer comes around [resenting a complaint. He or she should be listened to attentively. The
person present at the customer service desk should try gathering all the possible information of the
occurrence just as it being explained by the customer. In case the statement is not clear, ask questions so
that you get to understand the entire concept (Tucker, 2002 pg 45). Try not to argue with the customer
at any cost. After listening to the grievance, kindly apologize to the customer and ask them to still work
with your organization. Also, you can as well ask the customer how they would like the is presented
before them to be resolved. When it comes to dealing with the customers according to their needs, there
should be no dicrimination or in other words ways of treating different customers. they should all e

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treating equally so as to preventcases of inequality in offering services in The Innovative Widgets
company.
Monitor to improve customer service
Task 3
KPIs (key performance indicator)
The rate or even the amount of phone calls have reduced in the organization. To regain or even go beyond
the original rate, the customer service team should at all-time be on the watch out. Therefore, each
customer service desk should be assigned a telephone.
The customers should be treated with much care and their good be delivered in time. If possible, the
delivery time should at least be reduced by one day so that the good get to the owners quit earlier. Also,
there should be avoidance in delaying the customer's products.
The supervisors should on the lookout so that they get to monitor the activities occurring at the customer
service desk. They should also be on the watch out with the internal customers involved with the
customer service team.
The organization should at least increase the numbers of those playing the role of delivering the goods the
customers to get more customers and increase their sales.
When it comes to the complaint, the customer service desk should undergo training to ensure that they
will be able to handle the complaint without struggles. Also, the record keeping should at least be coached
several make sure that they play a safe role.

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A questionnaire
The Innovative Widgets is working on improving the qualities of its services. To make proper
improvements, we rely highly on your opinion as our customer. Therefore, we require you to provide us
with honest answers to the questions provided in this questionnaire. We really value your feedback as it
will help us serve you better.
 Do not indicate your name
Personal details (select only one)
Gender:
o Male
o Female
Marital status
o Single
o Married
Age (kindly indicate)
Organizational information
1. How often do you suggest the phone calls should be handled with the customer service
team? Give a reason for your answer

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2. How can you describe the customer service team of Innovative Widgets?
3. Have you ever approached our team with any emergency case? If yes, explain how the
case presented was handled
4. What would you like the company to improve ?
Prepare a 1– 2-page report for the management at Innovative Widgets containing
recommendations for organization-wide customer service improvement. The report should contain:
A report on organization-wide customer service improvement
The Innovative Widgets should work on ways to increase the customers. The first step required to be
taken when trying to work upon increasing the number of customers, is the training the team of the
customer service office. They should be trained because they are the one who handle the customers upon
arrival. Failure to handle them with care, the customer might decide to go and nit to purchase from the
organisation again. Therefore, it is recommended that the team available at the customer service desk
should be taken to workshops and seminars where they will be trained (Wagner, 2015 pg. 108). The
company should also increase the number of those delivering the goods to the customers so that they

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speed up the rate of delivery. Also, the number of supervisors should be increased in order to ensure close
monitor at the work place.
The issue of managing the relationship between the customers and the customer service, requires the
company to work with the customer service department. They should make them understand the ways to
handle customers with different characters. In that way, there will be creatio of good relation within the
organiation. When it comes the issue of delivering quality products, the record keeping department should
be urged upon being carefull when listing the orders placed by the customers. Those in the delivery sector
should also be urged to handle the items with care when delivering them.
the company should create thecopany’s website. With the company’s websites, all the clients will be able
to see the updates provided at all times. Also, it will increase the demand of the company world wide
because new customers will be showing interest towards the company. this will also be away of the
company advrtising its offers.
References

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Wagner, R. (2015). Widgets: the 12 new rules for managing your employees as if they're real
people.
Tucker, R. B. (2002). Driving Growth Through Innovation: How Leading Firms Are
Transforming Their Futures.
http://sbiproxy.uqac.ca/login?url=http://international.scholarvox.com/book/10081311.