Manage Quality Customer Service: A Comprehensive Guide

Manage Quality customer Service
1

Contents
Assessment task 1- Developing a customer service plan.............................................................................3
1. Customer service plan......................................................................................................................3
2. Innovative widgets...........................................................................................................................6
3. Reflection of the development and design of the customer service plan:.........................................9
Assessment task 2 – manage and develop the team...................................................................................10
1. Submit a customer service report...................................................................................................10
2. Submit an Email to resolve a customer complaint.........................................................................12
3. Submit coaching documentation....................................................................................................13
Assessment task 3 – monitor and Improve customer service.....................................................................14
1. A set of KPI for Customer service team members and a plan or procedure for monitoring team
members Performance...........................................................................................................................14
2. Plan or procedure for measuring team member’s performance:.........................................................16
3. A questionnaire to gather customer feedback:...............................................................................17
4. A report containing recommendations for improvement of customer services:.............................20
References:................................................................................................................................................21
2

Assessment task 1- Developing a customer service plan
1. Customer service plan.
Innovative widgets customer service charter
Welcome to innovative widgets
Our vision:
To maintain all Australian business running without problems using safe, quality
widgets”, Innovative widgets have a compromise in making life easier.
Our Mission:
 To provide internal and external customer services with superior quality.
 Developing fresh ways of manufacturing and testing the widgets.
 Budding most excellent safety record of any widget corporation.
 Keeping the Australian market buying the Australian widgets with the assistance of the
quality products and the second to none customer services.
Who are our customers?
Our internal customers are:
 Human resource department
 Production department
 Marketing department
 Sales department
 Management
Our external customers are:
Our internal customers require:
 To pursue the policies and the
procedures
 To go with the course of
communication
3

 Mining companies
 Individuals
 Technology companies
 Medium and large scale companies
 Sole traders
Our external customers require:
 Specification of the products
 Timely delivery of the products
 Timely resolution of queries
 Fulfillment of quality demands
We’ll give you what you need … and more!
We promise to deliver a widget that’s right for your needs:
 Delivering the clear descriptions of the products, their features and the stipulation they
possess.
 Testing all the products and making sure that each of the single widgets follows the
standards of the quality.
 Giving quality products and services guarantee even if the products are re-used.
We promise to support you:
 Delivering the quality products within the required time and making sure customers
receive the products on time and are satisfied with the quality of the products.
 Keeping the projects within the budget and selling the widgets at a decent price.
 If any concern rises after the purchase of products then it will be the duty of the company
to ensure that the customers are satisfied and their problems are solved so that they could
ensure a satisfied product (Alkuwaiti, et. Al, 2018).
 Exchange of products if not within the quality and developing a customer satisfaction
feedback.
We’ve supported our people to support you!
Innovative Widgets’ policies and procedures that support customer service include:
4

 Customer complaints policies and procedures.
 Customer support policies and procedures.
 Recordkeeping policies and procedures.
 Customer data and market research policies and procedures.
 Customer feedback policies and procedures (Bahall, 2018).
 Solving the concerns of customers and looking after their feedbacks.
5

2. Innovative widgets.
Customer support policy and procedure - collecting market research.
Purpose: Implementing the decent practices for assisting the clients with concerns and
resolution of the concerns regarding any of the product or services.
Scope: Applying to the inquiries of the clients regarding any of the services or the products that
are to be handled by the team members of the company (de Mingo and Cerrillo-i-Martínez,
2018).
Resources: Certain procedures for the enforcement of the various policies that have been made
available on the company’s intranet.
Relevant legislation etc: Occupational health and safety Act 2004 (VIC), Anti-discrimination
legislation, Competition and Consumer Act 2010, Equal opportunity Act 2010 and privacy Act
1998.
Updated/Authorised: 10/2011 – John Doe CFO.
Customer support process/es
1. Greeting the customers with good sense and providing a friendly introduction to yourself.
1. Asking them how could they be helped?
2. Listening and understanding the requirements and concerns of the customers and gather
all the data they have by asking them certain questions.
3. Providing them with the support system for assisting with all the details and help as much
as possible.
4. Providing corrective data to the clients and if they are not satisfied with the data asking
them about their concerns and gently assist them with the concerns.
5. Asking the customers about their requirements and fulfill their wants.
6. After determining the resolutions filling the customer support form for sending it to the
service manager.
7.
6