BSBCUS501: Development of Customer Service Plan for Innovative Widgets

This assignment is a customer service plan developed for the simulated business, 'Innovative Widgets.' The plan begins with a customer service charter that outlines the company's vision and mission to deliver quality products and services, ensuring customer satisfaction. It identifies both internal and external customers, detailing their specific needs and expectations. The plan emphasizes the company's commitment to providing innovative products, timely deliveries, and comprehensive support, including repairs and maintenance. Key components of the plan include policies and procedures for customer support, collecting market research, handling customer complaints, and maintaining detailed records. Each policy and procedure is clearly defined, specifying its purpose, scope, resources, and relevant legislation. The customer support process encompasses greeting customers and offering assistance, while the customer complaints process involves registering, assigning, and resolving complaints with defined timelines. The recordkeeping policy ensures proper maintenance of customer data. The assignment demonstrates a comprehensive approach to customer service management, covering various aspects of customer interaction and support.

BSBCUS501 Manage quality customer service
Learner Instructions 1
(Develop customer service plan)
Submission details
Student Name
Student ID
Group
Assessor’s Name
Assessment Date/s
Candidate: I declare that this work has been
completed by me honestly and with integrity
and that I have been assessed in a fair and
flexible manner. I understand that the
Institute’s Student Assessment, Reassessment
and Repeating Units of Competency
Guidelines apply to these assessment tasks.
Signature: --------------------------------------------
Date: -----/-----/-------
BSBCUS501 Learner Instructions 1
Version 1.0 Page 1 of 6

Appendix 1: Customer service plan template
Innovative Widgets Customer Service Charter
Welcome to Innovative Widgets!
Our vision and mission:
To deliver quality products to customers and services that provides customer satisfaction.
To design products with safety requirements and with best possible materials and tolerance.
Who are our customers
Our internal customers are:
Employees
Management
Our external customers are:
Industries
Small manufacturing units
Our internal customers require:
Product Safety features
Appropriate product materials
Our external customers require:
Quality based products
Right delivery times
We’ll give you what you need….and more!
We promise to deliver a widgets that’s right for your needs:
Designing products with innovative features that cater to proper dimensions, material, tolerance
and pricing mechanisms. The delivery of such products will be at right times to the customers.
We promise to support you:
In repairs, services and maintenance that will be deemed necessary for the products.
We’ve support our people to support you!
Innovative Widgets’ policies and procedures that support customer service include:
Fast, ready and appropriate customer services at minimum possible costs. Customer services will
be responsive and dynamic to cater to customer needs and demands.
BSBCUS501 Learner Instructions 1
Version 1.0 Page 2 of 6

Innovative Widgets
BSBCUS501 Learner Instructions 1
Version 1.0 Page 3 of 6

Customer support policy and procedures – collecting market research
Purpose To collect information related to customer wants and
demands. The aim of this data collection will be enhance
customer satisfaction through a unique service policy.
Scope The policy will be applicable to the customer services and
support department. The manufacturing and other
departments will be aware regarding this policy.
Resources A customer data information and collection tool will be
deployed, which will be used in collection of data.
Relevant legislation etc. An ethical guideline will be applicable in the collection of
data and information related to market research.
Updated/ authorized The policy was approved in the year June, 2019, current
year. It was approved by the senior manager of the
company.
Customer support process/es
1. Greet the customer
2. Ask customers whatever help and assistance they require
Innovative Widgets
BSBCUS501 Learner Instructions 1
Version 1.0 Page 4 of 6

Customer complaints policy and procedures
Purpose To register all complaints of customers. To attend to all possible
complaints and record them in varied headings for various
department.
Scope The customer complaint policy applies to the customer service
department.
Resources Procedures associated with this policy includes ability to handle
customer complaint with diligence and in a timely manner.
Relevant legislation etc. The legislation applicable to this policy and procedure includes
Consumer Protection Act.
Updated/ authorized The policy was approved by the head of the management
department and customer services.
Customer complaints resolution process/es
1. Registering customer complaint with a unique ID and case number.
2. Assigning case IDs to individual departments.
3. Providing a timeline for case resolution.
Innovative Widgets
BSBCUS501 Learner Instructions 1
Version 1.0 Page 5 of 6

Recordkeeping policy and procedures
Purpose The purpose of this policy and procedure is to keep and maintain
appropriate records of customer complaint with the
organisation.
Scope The department which will be involved in record keeping will be
the operations department.
Resources A standard record keeping procedure will be applied to the
organisation in collection and maintenance of data.
Relevant legislation etc. Not Applicable
Updated/ authorized It was updated in the recent year and signed by the head of
operations department.
Recordkeeping process/es
1. Maintain data in computers with individual data based heads and names
2. Keep data in separate files and folders with names
3. Protect individual data with passwords such that it cannot be accessed in an easy manner.
BSBCUS501 Learner Instructions 1
Version 1.0 Page 6 of 6