Analysis of Customer Satisfaction at Innovative Widgets: A Report

This report analyzes the customer satisfaction (CSAT) issues at Innovative Widgets, a widget manufacturing company facing challenges due to poor customer service and internal communication breakdowns. The report highlights the unprofessional conduct of customer service representatives, lack of coordination between departments, and failure to meet deadlines, leading to customer dissatisfaction and potential legal issues. It includes a proposed customer service plan template focusing on superior quality, timely delivery, and round-the-clock support. The analysis also reflects on the benefits of the new customer service policies, including market research, customer-specific product manufacturing, and improved communication. The report further outlines customer support and complaint management policies, along with record-keeping procedures. Assessment 2 delves into the causes of customer dissatisfaction, including unprofessional staff and communication gaps. The report suggests solutions like staff training, email templates, and role-playing exercises to improve customer service and align manufacturing processes with customer requirements, ultimately aiming to enhance customer satisfaction and reduce legal issues. The report also includes a role-playing exercise to address unprofessional conduct and train staff on managing business clients professionally.

Running head: CSAT AT INNOVATIVE WIDGETS
CSAT at Innovative Widgets
Name of the Student:
Name of the University:
Author Note:
Assessment 1.

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CSAT AT INNOVATIVE WIDGETS
Answer 1.
Innovative Widgets was a widget manufacturing company which manufactured high quality widgets which found usages in
machines which were in turn used in different industries. It is very clear from the analysis of the case study that Innovative Widgets
had a very strong market position but was losing it due to faulty customer management. The members of the customer services team
like Mary often conducted themselves very rudely with customers and did not receive calls on time. The case study also showed that
there existed lack of coordination between the marketing department and production department. The case study clearly mentions that
the company delivered the widgets after the deadline set by the client which caused resentment among the customers. The company
escalated the matter by further dispatching widgets of wrong particulars. This lack of coordination between departments led to lack of
customer satisfaction which ultimately led to erosion of revenue. Finally the review can be ended by mentioning the level of customer
issues often led to certain customers threatening to initiate legal actions against the company.
Answer 2.
Appendix 1: Customer service plan template
Innovative Widgets Customer Service Charter
Welcome to Innovative Widgets!
Our vision and mission

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CSAT AT INNOVATIVE WIDGETS
The mission of Innovative Widgets should be manufacturing of widgets of superior quality as per specifications of clients. The company would
market the widgets at its own outlets, third party retailers and wholesalers and on ecommerce portals to ensure maximum access of
customers to its products. The products would be avaialble at legitimate prices which would enable small size clients acquiire the widgets as
well. The comany would also provide the clients round the clock customer services on email, telephone also at the outlets.
Who are our customers
Our internal customers Our internal customers require:
Management, employees
Management-Higher profits, Higher market position
Employees-Appraisal, salary hikes, professional growth,
work life balance, secure workplace
Our external customers are Our External customers require:
Business clients(distributors, wholesalers and retailers)
Superior quality widgets of appropriate particulars
delivered within deadline at legitimate prices
We'll give what you need
We promise to deliver a widget that's right for your needs:
1. Superior quality materials
2. Can withstand wear and tear
3. user friendly
4. Durable
5. Safe to use.
6. of appropriate dimesions.
7. Toletant towards heat and moisture
8. Delivery on time
We promise to support you
1. Full time support to buyers
2. Reimbursement in proportion to defective products
We've support our people to support you!
Innovative Widget's policies and procedures that support customer service include

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CSAT AT INNOVATIVE WIDGETS
1. Round the clock customer support on telephone and email
2. Compliance with relevant consumer protection laws.
3. In case of legal dispute, the legal representatives of the company would appear in the court in the jurisdiction of the client.
4. Round the clock gathering of customer information and conducting market research to cater to customer needs and expectations.
5. Compliance to the RATER model.
Answer 3.
I can point out upon reflection that on the new customer service plan of Innovative Widgets would enable the company to
provide high quality customer services and legal compliance. It can be pointed out that the new customer service plan would enable
the company conduct continuous market research which would enable it to gain information about the changing expectations of the
customers. Thus, the company would be able to restructure the production method to produce goods as per expectations of customers.
I can further point out upon reflection that the new customer management policies would enable the marketing department of the
company gain feedbacks from customers regarding their expectations from the new products which they would communicate to the
manufacturing department. The manufacturing department would as a result be able to manufacture products as per the specifications
of customers, thus ensuring higher levels of customer services. This would enable the company to ensure higher level of customer
satisfaction. It can also be pointed out that the marketing department of the company would have dedicated team of well-trained
customer care employees who would attend the calls of customers and provide solutions to queries of customers to the feasible extent.
The customer care staff members should also be able to transfer the calls of clients to appropriate departments to ensure timely
solution of the customer problems. This would results in reduction in customer issues which would in turn enable the company to

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CSAT AT INNOVATIVE WIDGETS
ensure customer satisfaction and reduction in legal actions from customers as mentioned in the case study. The new customer service
policies would encourage the company to bring about innovations in the customer services which as per my learning would enhance
customer satisfaction.

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CSAT AT INNOVATIVE WIDGETS
Company gains information from customers through feedbacks Company conducts market research
Marketing department collects information and communicates to manufacturing dept.
Manufacturing of customer specific
products
Customer satisfied
Generation of high revenue Growth of
businessMinimum legal
problems

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CSAT AT INNOVATIVE WIDGETS
Figure 1. Chart showing benefits of new customer service policy of Innovative Widgets and their outcomes
(Source: Author)

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CSAT AT INNOVATIVE WIDGETS
Implementation plan of
new customer service
policies at Innovative
Widgets
Marketing
department
conducts market
research
Gain customer data
and market
information
Submits reports to
management and
concerned
department like
manufacturing
department along
with newcustomer
service plan+budget
Manufacturing
department prepares
manufacturing plan
and budget
Manufacturing
department places
report and budget
before management
of Innovative Widgets
and all the
departmental heads
Apex management
approves the plan
and instructs finance
department to release
funds for
procurement of
resources and
implementation of
customer service
plan
Resources procured
Customer services
employees trained
Goods
manufactured
Marketing of
widgets
Monitoring and
results of results
Taking further
actions

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CSAT AT INNOVATIVE WIDGETS
Answer 4.
The plans pertaining to new customer service policies of Innovative Widgets would be submitted for assesement. Copies of the
documents would be retained for future references.
Customer support policy and procedure-collecting market research
Purpose
The purpose of the new customer management policies would aim to
maximise customer satisfaction
Scope
1. Manufacturing of widgets of appropriate sizes, specifications etc.
2. Delivering the same on time to customers
3. Reduction of customer complains and litigations
4. Generation of highest possible revenue
5. The scope of the project would expand into other departments like
manufacturing and procurements
Resources
1. Material resources,
2. Financial resources
3. Knowledge resources
4. Training room(training of customer care employees)
5. Training venue
6. Training room
Relevant legislations
etc
1. Consumer protection laws
2. Arbitration laws
3. Financial laws
Updated/authorised Authorised
1. Greeting customer over the phone
2. Enquiring about their needs
3. Providing them with appropriate solution.

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CSAT AT INNOVATIVE WIDGETS
4. Transfering calls to appropriate departments
5. Followup of customers for future orders.

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CSAT AT INNOVATIVE WIDGETS
Innovative Widghets
Customer Complaints policy and procedure
Purpose Management of existing complaints and meeting clients to reduce complaints in future
Scope
1. Meeting clients to know about complains, issues
2. Reducing litigations
3. Ensuring minimization of legal costs
4. Retaining clients
5. Regaining clients
Resources
1. Material resources,
2. Financial resources
3. Knowledge resources
4. Training room (training of training of marketing managers to deal with customer
complaints)
5. Training venue
6. Training room
Relevant
legislations etc
1. Consumer protection laws
2. Arbitration laws
3. Financial laws
Updated/
authorized Authorized
1. Meeting clients which are dissatisfied to know about issues
2. Providing them with feasible solutions
3. Providing them with new business offers
4. Meeting litigating clients to arrange for amicable settlements
5. Appearing before courts or any other legal infrastructure on hearing dates
Innovative Widghets

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CSAT AT INNOVATIVE WIDGETS
Recordkeeping policy and procedure
Purpose Keeping records of all customer complaints and litigations
Scope Keeping records of all customer complaints and litigations
Resources
1. Material resources,
2. Financial resources
3. Knowledge resources
4. Training room (training of training of marketing managers to deal with
customer complaints)
5. Training venue
6. Training room
Relevant legislations etc
1. Consumer protection laws
2. Arbitration laws
3. Financial laws
Updated/authorised Authorised
1. Meeting clients which are dissatisfied to know about issues
2. Providing them with feasible solutions
3. Providing them with new business offers
4. Meeting litigating clients to arrange for amicable settlements
5. Appearing before courts or any other legal infrastructure on hearing dates
6. Meeting customers
7. Conducting market
research
8. Collating customer details
9. Keeping records of all the above steps.