BSBCUS501: Develop a Customer Service Plan for Innovative Widgets

This report presents a customer service plan developed for the simulated business, Innovative Widgets, an Australian widget producer. The plan addresses the company's current challenges, including poor customer feedback and a declining reputation. It includes a customer service charter outlining the company's vision, mission, customer segments (internal and external), and promises. The plan also details customer support, complaint, and record-keeping policies and procedures. It incorporates relevant legislation, such as the Consumer and Competitive Act 2010, and emphasizes the importance of training, communication, and efficient processes. The report reflects on the plan's design to achieve quality customer service, legal compliance, and alignment with best practices, including public relations and product promotion approaches. The plan aims to improve customer satisfaction and establish Innovative Widgets as a leading company in the Australian market. The report also contains details of customer support, complaint and record keeping policies.

GURDEEP SINGH SEKHON (12009291) ASSESSMENT 1
ASSESSMENT FEEDBACK COVER SHEET
STUDENT
NAME GURDEEP SINGH SEKHON STUDENT
ID 12009291
UNIT CODE
AND NAME BSBCUS501 – DEVELOP A CUSTOMER SERVICE PLAN
ASSESSMENTS SATISFACTORY NOT SATISFACTORY
1. Assessment 1 NOT SATISFACTORY
2.Assessment 2
3.Assessment 3
4.Assessment 4
FEEDBACK TO STUDENT
Please go through the feedback and make necessary changes to the assessment.
Thank you
Document Name: BSBCUS501_Assessment Task 1_Develop a Customer Service Plan RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
Version:1.2 Approved on:17-01-2017 Review Date:17-01-2018 Page 1 of 10

GURDEEP SINGH SEKHON (12009291) ASSESSMENT 1
TRAINER
SIGNATURE
DATE
13/10/2017
Document Name: BSBCUS501_Assessment Task 1_Develop a Customer Service Plan RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
Version:1.2 Approved on:17-01-2017 Review Date:17-01-2018 Page 2 of 10

GURDEEP SINGH SEKHON (12009291) ASSESSMENT 1
Develop a customer service plan
Submission details
Candidate’s
name GURDEEP SINGH SEKHON Phone
no. 469378869
Assessor’s
name JASLEEN BAJWA Phone
no.
Assessment
site
Assessment
date/s Time/s
The Assessment Task is due on the date specified by your assessor. Any
variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications
below for details.
Performance objective
The candidate will demonstrate the ability to plan to meet customer
requirements through the development of a customer service plan.
Assessment description
You will develop a customer service plan for the simulated business ‘Innovative
Widgets’. You will gather the background information on the simulated business
from your Student Workbook and any information about Innovative Widgets that
you may have created in the course of completing learning activities in the
Student Workbook.
Procedure
1. Over the duration of the course, gather information on the Innovative
Widgets simulated business from course materials.
Innovative widgets are producers of widgets in Australia. It was established
in 1952. These widgets for various numbers of components for example
Document Name: BSBCUS501_Assessment Task 1_Develop a Customer Service Plan RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
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GURDEEP SINGH SEKHON (12009291) ASSESSMENT 1
domestic and industrial machinery. The departments of this business
include sale, accounting, purchase etc. But recently company is not getting
good feedbacks. Which includes policies and procedures which include that
there nothing for customers, they do not even care about their customers.
These feedbacks show that company is losing its reputation and position in
the country.
2. Based on the information you gather, produce a customer service plan for
Innovative Widgets. Develop the customer service plan using the template
provided in Appendix 1. Your customer service plan should include:
Innovative Widgets Customer Service Charter
Welcome to Innovative Widgets!
Our vision and mission:
Vision: To keep every Australian business running smoothly using safe, quality widgets.
Mission:
 Innovate new ways of manufacturing and testing widgets
 Deliver consistently high-quality customer service internally and
externally
 Keep Australian businesses buying Australian widgets through quality
products and second-to-none customer service
 Have the best safety record of any widget company.
Who are our customers?
Customers could be anyone who wants to buy products from company.
Our internal customers are:
An internal customer refers to people
who give their contribution in the
production of the company for example:
people working in office, warehouses etc.
Our internal customers require:
Internal customer should be able to work
in a fast paced environment, should have
good communication skills, able to do
work in or as a team, requirements
related to customer service and
procedures.
Our external customers are:
An external customer refers to people
who buy company’s product etc. For
example: manufacturers, producers of
businesses and traders
Our external customers require:
External customers should pick their
products within the time provided by the
company, reasonable prices, processing
time should be fast,high quality of the
product.
Document Name: BSBCUS501_Assessment Task 1_Develop a Customer Service Plan RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
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GURDEEP SINGH SEKHON (12009291) ASSESSMENT 1
We’ll give you what you need … and more!
We promise to deliver a widget that’s right for your needs:
Company will provide all the important information related to the product for
example: the size of the widgets, free delivery of the product within the city, defaulted
piece will be replaced with new one.
We promise to support you:
Product will be delivering within five business days, customer service centre opens
24 hours, low prices and feedbacks will be taken after two weeks.
We’ve support our people to support you!
Innovative Widgets’ policies and procedures that support customer service include:
Training sessions are constructed for workers after every two months, enquiries
within 24 hours etc.
3. Develop a short (no more than onepage) reflection on your plan and how
the design of your plan will work to achieve quality customer service and
legal compliance and how your plan is consistent with best practice models
and voluntary standards and codes of practice. In your reflection, you also
need to summarise public relations and product promotion approaches that
are appropriate for Innovative Widgets.
Document Name: BSBCUS501_Assessment Task 1_Develop a Customer Service Plan RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
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GURDEEP SINGH SEKHON (12009291) ASSESSMENT 1
CUSTOMER SUPPORT POLICY AND PROCEDURE - COLLECTING MARKET
RESEARCH
Purpose The objective of the policy is to collect all the qualitative and
quantitative data, to know the needs and requirements of their
customers. Another purpose could be understanding related to
what type of product people want.
Scope Number of people working in this company but people who are
involved this is members of sales, customer service and
department of delivery.
Resources Resources include all the surveys, feedbacks etc. that are given by
the customers, for example: Company’s workers will contact with
regular customers directly, all other information that customers
want they can get from company’s website.
Relevant
legislation
etc.
Consumer and competitive act 2010, Anti-Discrimination and
consumer law.
Document Name: BSBCUS501_Assessment Task 1_Develop a Customer Service Plan RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
Version:1.2 Approved on:17-01-2017 Review Date:17-01-2018 Page 6 of 10

GURDEEP SINGH SEKHON (12009291) ASSESSMENT 1
Updated/
authorised
It was established or updatedon June of 2014 by Jeff Smith.
Customer support process includes few steps like,
1. Greet the customer nicely and friendly make a short
presentation of yourself.
2. Ask them how you could help them.
3. Listen to the customer needs and ask them questions to
gather all theinformation as possible.
4. Provide the information/support with the many details as
possible.
5. Only provide correct information. If you are not sure, ask
the customer to gentlywait until you check the information.
6. Ask the customer if he wants anything via email or even
printed information.
7. Ask customer is the support was helpful. Collect feedback.
8. After getting a solution fill the customer support form and
send it to the customer service manager.
Document Name: BSBCUS501_Assessment Task 1_Develop a Customer Service Plan RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
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GURDEEP SINGH SEKHON (12009291) ASSESSMENT 1
CUSTOMER COMPLAINT POLICY AND PROCEDURES
Purpose: The objective of this policy was to believe that all the results of
feedback and surveys are taken as professional. All the complaints must be
solved by workers very calmly and politely.
Scope: Scope includes all the customer related problems, and workers of
widget company.
Resources: For the customers company is like a resource to whom they
can ask questions or doubt about their order. There are specified workers
who do work that leader assigned to do for example: accountant is assigned
to do finance or accounting of the company, management assigned to check
all the work that related to paper work and customer service workers
assigned to do work related to complaints, feedbacks or surveys etc.
Relevant legislation etc.Privacy act in (cwlth)1998, consumer act and
consumer and competition act
Updated/authorised: The policy was updated by the CEO of the company
on 22nd August of 2016
1. Greet the customer courteously and give them your name.
2. Listen fully to what the customer is saying. Try to gather all the facts about
the complaint and jot them down. Ask questions and summarise what they
are saying.
3. Never argue with the customer.
4. Apologise for any product fault or poor service. Be sympathetic. Ask if the
customer will allow us to send the faulty item to our quality department for
testing.
5. When you have all the details about the complaint, ask the customer how
they would like it to be resolved.
6. No product replacements are within all staff members’ authority.
Document Name: BSBCUS501_Assessment Task 1_Develop a Customer Service Plan RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
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GURDEEP SINGH SEKHON (12009291) ASSESSMENT 1
7. All staff members can use their professional judgement and refund an
additional 10% of the value of the faulty product up to a maximum value of
$25.
RECORD KEEPING POLICY AND PROCEDURE
PURPOSE: The purpose of this policy is to record the information of the
customers and keep them authentic. The customers data is kept confidential
hence it ensures that the customers communicate freely with the company.
Scope: This policy is applied on all the customers of the company and on
their information.
Resources: The resources of this policy comprises of the information which
is shared by the customer willingly. It also includes the security checklists,
forms and handouts.
RELEVANT LEGISLATION: This policy includes Privacy Regulation Act 2013
and Archives Act 1983.1
UPDATED/AUTHORISED: This policy was updated by the CEO of the
company in 2014.
RECORD KEEPING PROCESSES:
1) Always make sure that customer filled an online form, if not then let us
know and form will fill by worker
2) Online forms will be sent to the management
3) For those who fill form as a hard copy then scan the paper (form) and
make a soft copy (online version)
4) All the personal information should not be shared with anyone else.
Customer Service Charter is defined as the document which includes all the
promises and delivery requirements that company has to do. As every company
want to be the Australia’s number one company as like innovative widgets wants
too by doing their work calmly and accurately. In order to do this company has to
follow the rules, regulations, policies and procedures etc.
Overall innovative widget’s customer plan is formed to make and take the
company to higher level with their best products and goals. In order to achieve
name in the field of the business innovative widget have to be extra careful
about all their work as it is done accurately or not. Also a RATHER is introduced
Document Name: BSBCUS501_Assessment Task 1_Develop a Customer Service Plan RTO : 51973 CRICOS Code : 03047E
Location:NovaCore CMS\DMS\Academic Drive\Faculty\Business / Management \BSB15\BSB50215 & BSB51915 Common UOC's\BSBCUS501 - Manage quality
customer service\Assessments\
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