Innovative Widgets Customer Service Policy and Procedure

Manage quality customer service
1

Assessment 1
Innovative Widgets Customer complaints policy and procedure
Purpose: A customer service policy serves the same purpose that cans emphasis on the needs
and wants of the customer.
Scope: It covers the performance of sales department and department of customer service and
that deals with the complaints and issues by employee of innovative widgets.
Resources: Different plans and polices are framed and that can be implemented and can be
available to the company.
Relevant legislation etc.: Anti- discrimination Act.
Fair work Act
Updates /authorized: sales manager.
Customer Complaints resolution process
1. The foremost step is to direct the complaint that is grant the client the appropriate audience.
2. The customer should be listened and express their feelings to the company.
3. Questions of customers should be supported and it can be solved by the company.
4. Complaint of customer can be resolved in effective manner(Alkuwaiti, et. al., 2018).
2

Innovative Widgets Recordkeeping policy and procedure
Purpose: It provides the framework for the implementation and maintenance of the system of
record management.
Scope: It consist of the different departments such as the customer services and sales
departments. The sales department includes the different process that leads to the profit.
Resources: Different policies and plans are to be created and the organization has to follow
those resources to achieve the goal.
Relevant legislation etc.: Different legislations are too followed in the organization. Such as
Equality Act that depicts that no employees should be discriminated on the basis of sex. Fair
Act, All employees should be treated fairly in the organization.
Updated /authorized: Departments are to be updated according to the rules and policies.
Recordkeeping process/es: It is necessary for the organization to maintain the proper data and
record so that they can easily track the information of customers. This process can be adopted at
all the levels in organization.
In the report, it is necessary to analyses the innovative widgets which are based on the customer.
It focuses on the customers that lead to the increase in the sales. In order to achieve the services
of the customer it is necessary to plan, they have to adopt the better process of communication
skills that helps them to work easily in the organization. They also set the different plans and
procedures with different legislations so that they can perform their work in effective manner. To
achieve the services of customers, the organization has to adopt the ethics and codes to work in
better manner. They should maintain the relations with the other parties such a stakeholder,
contractor, suppliers if there is good connection between them then organization can leads to the
profit and achieve the goal. They has to promote the services and products via promotion method
that consist of advertisement. By all this there can be better services of customer.
3

Appendix 1: Customer Service plan template
Innovative Widgets Customer Service Charter
Our vision and mission:
It is the statement of the customer services that has to be delivered in the future. Innovative
widgets provide the satisfaction to the customers, services can be provided timely with
simplicity, integrity and passion.
To frame the vision it consists of goals, philosophies, and functions. The mission of innovative
widgets is to convey the passion for clients and to deliver the better services quality products.
Who are our customers
Our internal customers are: Our internal customers require:
The customers who are depended on the company. Services and detail information.
Good expectation
Our external customers are: Our external customers require:
Oversea customer Better services and products.
Traditional customer Good expectation.
We ‘ll give you what you need…… and more
We promise to deliver a widget that’s right for your needs:
The company promises to deliver the better services and good quality products and widgets that
provide the new ideas and innovation.
We promise to support you:
It promises to deliver the better quality products and widgets and make commitment also. Sell
the widgets at the cheaper price to maintain the projects within the budgets.
We ‘ve support our people to support you
In this organization they have to provide the standard quality products.
4