BSBCUS501: Innovative Widgets Customer Service Report

Desklib provides past papers and solved assignments. This report analyzes Innovative Widgets' customer service.

BSBCUS501
1

Contents
Introduction......................................................................................................................................5
Assessment 1...................................................................................................................................6
2. Development of customer plan................................................................................................6
3. Reflection on the developed plan............................................................................................9
4. Documents required...............................................................................................................10
Assessment 2.................................................................................................................................12
1. Review the information about innovative widgets that you are gathered in assessment task
1. 2
2. Review the customer service call data in appendix2 and analysis data to identify possible
causes of customer service shortfalls.........................................................................................12
3. Write a Briefreport (No more than 1 page) to the board of innovative widgets to:..............13
a) Summarize customer service team performance...................................................................13
b) Identify possible causes of customer service shortfalls.........................................................13
c) Identify option to address the problems................................................................................13
5) Follow the customers’ complaints policy and procedures provided in appendix3 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 service provided is consistent with
principles of customer service set out in the innovative widgets business plan and customer
service plan you develop in assessment task1...........................................................................14
Part B.............................................................................................................................................15
2

1. Prepare to participate in a role –play with Mary (your assessor) to address her
performance issues. You need to prepare..................................................................................15
a) Run structured coaching session.........................................................................................15
b) Ask question to understand and clarify Mary’s perspective.................................................16
c) Describe the policy and procedures for handling customer complaints................................16
d) Outline techniques for dealing with different types of customers according to their needs
(eg. Dealing with small customers compared to dealing with significant customers such as
Yore Mine Co.)..........................................................................................................................17
e) Explain techniques for solving customer complaints............................................................17
f) Document the coaching session and it and its outcomes in accordance with the
recordkeeping policy and procedures developed in Assessment task 1....................................18
2) Arrange a time with the assessor to complete the coaching role play and complete the role
play............................................................................................................................................18
3) Submit the required documents for assessment as per the specifications below. Be sure to
keep a copy for your records.....................................................................................................19
Assessment 3.................................................................................................................................20
2. Develop a set of KPIs for Innovative Widgets customer service representatives. KPIs should
address the areas of customer and business requirements.........................................................20
3. Develop a plan or procedure for monitoring team members’ performance against KPIs.....21
4. Questionnaire.........................................................................................................................22
5. Arranging of meeting with manager......................................................................................22
6. Issues and solutions...............................................................................................................23
3

7. Analyze performance data and feedbacks of the customers to identify systematic customer
service issues and trends............................................................................................................23
8. Preparation of the report........................................................................................................24
a) 3-4 recommendations............................................................................................................24
b) A rationale for recommendations:.........................................................................................24
9. Documentation.......................................................................................................................25
Conclusion.....................................................................................................................................26
References:....................................................................................................................................27
4

Introduction
Innovative Widget is a small firm which provides widgets to customers. In this report, the
customer service provided by the Innovative Widgets will be discussed. The report will consist
of the development of a customer service plan, managing, and development of the team, and
monitoring and improving the customer service. The report will include various policies and
procedures followed by the Innovative Widgets in order to provide the best quality products to
the customers and solve all their queries. It will include the policies through which customer are
giver proper support and their complaints are being recorded.
5

Assessment 1
2. Development of customer plan
a) Vision and mission statements
Innovative Widgets Customer Service Charter
Welcome to Innovative Widgets!
Our vision and mission:
Vision: The vision statement of Innovative Widget includes how the company provides services
to its customers in the future. In five years, Innovative Widgets aim to be the leader in providing
satisfaction to the customers.
Mission: It includes what measures company take to accomplish its vision. The mission of the
company is to provide the best experience to the customers.
b) Internal and external customers
Who are customers?
Our internal customers are:
Representatives of customer service.
Our external customers are:
Buyers of the products.
Our internal customers require:
Options of the advanced and best customer.
services.
Safe and secure working environment.
Our external customers require:
Providing best customer service.
Products of higher quality.
Immediate response to the issues, queries.
c) Product standards
6

We’ll give you what you need… and more!
We promise to deliver a widget that’s right for your needs:
Dimension of the Widget = 10mm
Tolerances +/- 3% (0.03) variance = all the widgets inclusive of the tolerances = 10.3mm –
9.7mm
Competitive pricing strategy will be used and can be determined by the widget’s material and
size.
The material of the widget is metal and plastic
Delivery is guaranteed by the Innovative Widget either through courier or picks up after 24
hours after ordering.
We promise to support you:
The Innovative Widget promises to deliver the products within 3 days if delivered through
courier. In case of pick up facility, the customer can pick after 24 hours of ordering.
d) Policies and procedures
We've supported our people to support you!
Innovative Widget’s policies and procedures that support customer service include:
1) Complaints policy and procedures
2) Market research and customer information policy and procedures
3) Managing data and records policy and procedures
i. Customer service policy and procedure
Innovative Widgets
Customer support policy and procedure- collecting market research
Purpose- The purpose of customer support policy is to provide the best customer support to its
customers and gain a competitive advantage. The purpose is to become the leading distributor
and manufacturer of the customer needs.
Scope- The scope is to provide customer support by the employees of the Innovative Widget
Resources- Hangouts, support, technical tools, internet, etc.
Relevant legislation, etc.- Australia’s Spam Act, 2003, Privacy Act, 1998, Competition and
7

Consumers Act, 2010.
Updated/ authorized: The policy was updated by CEO in 2014.
Customer Support process/es
Step 1: The customers are to be contacted either through emails or telephone in order to
determine the expectations, needs, and experiences of the customers.
Step 2: Employees of the Innovative Widget should use their communication skills and listening
skills in order to provide correct response and updated information to the customers.
Step 3: The RATER model of a survey is to be used to determine the experiences of the
customers. RATER model specifies the reliability, assurance, tangibleness, empathy, and
response (Brody, 2018).
ii. Responding to customer complaints
Innovative Widgets
Customer complaints policy and procedure
Purpose: The purpose of customer complaint policy and the procedure is to ensure that the
Innovative Widget's management carries the complaints fairly, consistently, and by maintaining
transparency and according to the requirements of the organization.
Scope: Department of customer service
Resources: Notepads to note the complaints, computers, laptops, internet servers, etc.
Relevant legislation, etc: Equal Opportunity Act, 2010, Occupational Health and Safety Act,
2004, Privacy Act, 1998, Competition and Consumer Act, 2010.
Updated/ authorized: The policy was updated by the CFO of Innovative Widgets in 2011.
Customer complaints resolution process/es
Step 1: The customers should be greeted properly and employees must introduce themselves.
Step 2: The complaints of the customers should be noted and understood properly.
Step 3: Ask the customers relevant and required questions so as to clear the doubts, if any.
Step 4: Do not engage in the arguments with the customers.
Step 5: Confirm from the customers about what resolution they want from the company in the
particular problem.
8

iii. Managing records and data
Innovative Widgets
Recordkeeping policy and procedure
Purpose: The purpose of the recordkeeping policy and procedure is the establishment of the
framework so as to implement and maintain the data and information for the management. The
purpose is to meet the needs of the business of Innovative Widgets and of the accountability and
legal requirements.
Scope: The scope of record keeping policy and the procedure is followed by the management
team of the Innovative Widgets.
Resources: Registers, computers, internet connectivity, pen drives, etc.
Relevant legislation, etc: Anti-discrimination legislation, Industry codes of practice, Privacy
Act, 1988, Do Not Call Register Act, 2006.
Updated/ authorized: The policy of record keeping was updated by the CEO of the Innovative
Widgets in the year 2014.
Record keeping process/es
Step 1: The data provided should be transparent and clear, and must maintain accuracy.
Step 2: The data and information should be understood and easily accessible by the accessory.
Step 3: The data and information of the customers should be kept confidential and privacy shall
be maintained according to the Privacy Act, 1988.
Step 4: The customers should be allowed to have access to their information which the company
possesses.
Step 5: In the case of incorrect or wrong information is provided; it should be destroyed or
charged.
3. Reflection on the developed plan
The Innovative Widget is operating its business quite well and aim to provide satisfaction its
customers. I believe that by using RATER model, employees of the Innovative Widgets can
provide effective customer service and delivers the product in time and gains trust and
9

confidence of the customers. According to me, the customer service plan as developed will be
helpful for the company in attracting more customers and reduced number of customer issues. It
will also help in providing higher quality of products.
4. Documents required
1) Plan proposed
2) Template of customer service plan
3) Emails and letters for implementation of the plan to higher authorities.
10

11

Assessment 2
Part A
1. Review the information about innovative widgets that you are gathered in
assessment task 1.
Manager reviews the innovative widgets and gather the company internal as well as external
customers’ needs, and complete it, deliver product quality, give the facility of customers
guarantee included time, cost, and services. Company support to their customers by
customers policies and procedure and listen carefully to their problems and solve quickly.
2. Review the customer service call data in appendix2 and analysis data to identify
possible causes of customer service shortfalls.
When review the customer services data in appendix 2 it shows numbers of calls is increasing,
changes in numbers of calls according to the last year is also increasing. But the customer service
staff is disturbed and shows fluctuations, complexity is arising in their schedule and
management. As a manager of this firm analysis, some causes of customer service shortfalls and
evaluate that. The company doesn’t obtain to manage time and efforts in the recruitment process
and choose the correct employees. But on the other hand Mia and jones customer service
officers’ continually work to the firm. So its shows lack of the interest of employees towards the
there company, some other causes are lack of kindness towards employees, lack of esteems for
customers, lack of trust of a product and the company, sometimes lack of guidance to train the
employees is also another issue for shortfalls. Appendix-2 customer service data also shows
some new joining of the employees in middle year, so this shows not hire the right persons to the
company, company perform is decrease and they don’t perform well in customer service.
12