GST Estimation and Accounting Principles for Business Operations
Added on 2019-11-08
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Assessment Task 1Developing a Customer Service PlanCustomer service planInnovative Widget Customer Service CharterOur VisionTo be a leader in providing customer satisfaction through responsive and timely services.Our MissionInnovative widget seeks to deliver professional, quality, innovative and friendly serves to all its customers.Who are our CustomersInternal Customers are:Employees in the customer care department;Mary, John, Mia, Nitin and JonasOur external Customers are;Yore Mine Co.Internal customers’ needs;MotivationSkillsCompensationResources to work with Our external customers require;Timely responseFriendly assistanceQuality servicesWe will give you what you need....and more!We promise to deliver a widget that is right for your needs;Requested measurementsHigh qualityFree from any defectsWe promise to support you;With friendly servicesTimely responseProfessional servicesReflection
The following write-up is my reflection on design and development of a customer service plan. The customer service plan is designed to outline the important aspects in delivering quality service to customers in an organization. It starts by outlining the vision and mission that create what the department desires to be in the future and the purpose of existence. The purpose sets theactivities that are to be undertaken in the department. The customer service plan then defines the customers that the organization has to work for. These include the internal and external customers. The customer service plan also develops the promises that set standards in the department in terms of quality and supportive services. In conclusion, customer service plan enables an organization to have a focus on what it is doing and the desired or predetermined stateto meet it objectives. Assessment Task 2Managing and developing a teamPart B Innovative Widget Case Study ReportThe following report analyzes Innovative Widget Customer Service department performance, possible causes of shortfalls and options to address the problems experienced. The Customer service department has six staffs. They include John, Jonas, Mia, Nitin, Taya and Mary. Taya and Mary were recruited in October after Nitin quitting her job and John having two months leave. The performance of the customer service department of innovative Widget improved fromJanuary to December. November had the highest number of calls of 1560 while February had theleast number of calls received of 1150. The performance of the department from the previous year increased constantly from June to November with 4% to 12% respectively. The shortfalls experienced in Customer Service department were ruddiness, delayed response, and misunderstanding of the customers’ claims. One of the staff (Mary) was rude to customers inseveral occasions and did not offer friendly services. Mary was also delayed picking the calls from customers and failed to be responsive to telephone calls. Mary on another account misunderstood customer’s message that lead to her giving the wrong response to the client. She argued with the customers and accused him which was not right. Lastly, Mary was not able to
resolve problems arising from the customers’ claims. She was not familiar with the company’s policies and procedures for resolving complex claims.From the analysis of the Innovative Widget incase study, the problems experienced in the Customer Service departments can be addressed by providing a manual script of policies and procedures and training staffs. Proving a manual script will give staffs place of reference when handling claims in the department. The problems can also be handled by training staffs when being absorbed in the department. This will equip them with skill required in the department to offer friendly, responsive, and professional services to customers.In conclusion, the problems in the Customer Service department were caused by a new employeeand can be solved by equipping employees with professional skills and providing them with manual scripts for reference. Email to Yore Mine Co.Hello our esteemed customerI apologize on behalf of Innovative Widget for the delay and product issues we have caused yourcompany. I have forwarded your reordered for 1000*7mm Widget that will be delivered to your premises within the next 3days. I am also going to upgrade the system to ensure responsive and timely services are offers to meet our client’s expectations. Kindly let me know if there is anything else you would which to be done to meet your expectations.Thank youYours SincerelyManager, Customer ServiceInnovative WidgetsRole play with Mary Coaching Plan
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