Assignment: Developing a Customer Service Plan for Innovative Widgets

This assignment requires the development of a comprehensive customer service plan for the simulated business, Innovative Widgets. The plan must include vision and mission statements, a detailed list of internal and external customer types and their respective needs, specific product standards (including safety, pricing, dimensions, materials, tolerances, and delivery), and well-defined policies and procedures for crucial aspects such as gathering customer information, conducting market research using the RATER model, responding to customer complaints effectively, and managing records and data efficiently. The assignment also necessitates a concise reflection (maximum one page) on how the plan's design contributes to achieving high-quality customer service, ensuring legal compliance, and aligning with best practices, voluntary standards, and codes of practice. Furthermore, the reflection should summarize appropriate public relations and product promotion strategies suitable for Innovative Widgets. The plan is designed to demonstrate the candidate's ability to meet customer requirements and apply organizational needs to document production, with a focus on customer service legislation, service standards, and best practice models.

BSBCUS501 Manage quality customer service
Learner Instructions 1
(Develop customer service plan)
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.
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Performance objective
The candidate will demonstrate the ability to plan to meet customer requirements
through the development of a customer service plan.
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BSBCUS501 Manage quality customer service
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.
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Procedure
1. Over the duration of the course, gather information on the Innovative Widgets
simulated business from course materials.
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:
a. vision and mission statements that refer to Innovative Widgets’ provision
of customer service
b. a list of internal and external customer types and their needs
c. product standards that include:
c.i. minimum safety
requirements
c.ii. dimensions
c.iii. tolerances
c.iv. pricing
c.v. material
c.vi. delivery
d. policies and procedures for:
d.i. gathering customer information and conducting market research to
identify customer needs using the RATER model
d.ii. responding to customer complaints
d.iii. managing records and data.
3. Develop a short (no more than one page) 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.
4. Submit the required documents for assessment as per the specifications below.
Be sure to keep a copy for your records.
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Specifications
You must provide:
● a customer service plan.
● a short (no more than one page) reflection on your development and design of
a customer service plan.
Your assessor will be looking for:
● reading skills to gather and interpret organisational (Innovative Widgets)
information
● writing skills to match your style of writing to the documents’ purpose and
audience
● work skills to apply Innovative Widgets’ organisational needs to document
production
● technology skills to prepare and present documents
● knowledge of legislation and regulation relevant to customer service
● knowledge of service standards and best practice models.
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: ____/_____/_____
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Appendix 1: Customer service plan template
Innovative Widgets Customer Service
Charter
Innovative Widget is an Australian
company which offer machinery
components to all the companies
across the industry.
Welcome to Innovative Widgets!
Our vision and mission:
Create a vision and mission statement
that includes reference to customer
services
Vision of Innovative Widget
Company is to offer better quality
widgets so that all the Australian
companies can fulfill needs of its
customers.
Mission of Innovative Widget
company is to offer innovative &
modern widgets to attract its
customers and to provide quality
services to the customers to
enhance customers base & market
share.
Who are our customers? All the companies of Australia who
needs components of machinery.
Our internal customers are:
List Innovative Widgets’ internal
customers
 Shareholders
 Stakeholder
 Staff Members
Our internal customers require:
List these customers’ needs
 Internal customers ofr the
company want sufficient pay for
their work.
 Internal customers want healthy
& appropriate work environment.
Our external customers are:
List Innovative Widgets’ external
customers
 Clients
 Companies
Our external customers require:
List these customers’ needs
 External customers of the
company needed high quality and
innovative widget.
 External customers want detailed
information and support services.
 External customers of the
company also wants that their
complaints are addressed.
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We’ll give you what you need … and
more!
We promise to deliver a widget that’s right
for your needs:
List relevant product quality specifications
Innovative Widget offers stainless
steel widgets in five sizes such as
5mm, 6mm, 7mm, 8mm, 9mm and
10mm. Company offers high quality
& specific size of widgets.
We promise to support you:
List relevant customer service
guarantees, e.g. related to time, cost and
after-sales support
Innovative Widget company offers
high quality customers services by
answering calls of the customers,
by providing variety of widgets at
an affordable price and offering
after sale services such as
addressing complaints of customers
and company also provides
repairing facility to its customers
after sale.
We’ve support our people to support you!
Innovative Widgets’ policies and
procedures that support customer service
include:
List relevant policies and procedures
 Customer Information &
Market Research Policies &
Procedures
 Complaints Policies &
Procedures
 Managing Record & Data
Policies & Procedures
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BSBCUS501 Manage quality customer service
Innovative Widgets
Customer support policy and procedure – collecting market research
Purpose Briefly explain the purpose of this policy
Scope Briefly explain which people or departments of Innovative Widgets
this policy applies to
Resources Note whether there are procedures associated with this policy
Relevant
legislation etc.
List any legislation relevant to the application of this policy
Updated/
authorised
Write the year this policy was approved, and who approved it
Customer support process/es
Write any processes that support this policy. Write processes in steps where
possible, e.g. step 1: greet the customer; step 2: ask the customer what you can help
them with, etc.
1.
2.
3.
4.
…
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BSBCUS501 Manage quality customer service
Innovative Widgets
Customer complaints policy and procedure
Purpose Briefly explain the purpose of this policy
Scope Briefly explain which people or departments of Innovative Widgets
this policy applies to
Resources Note whether there are procedures associated with this policy
Relevant
legislation etc.
List any legislation relevant to the application of this policy
Updated/
authorised
Write the year this policy was approved, and who approved it
Customer complaints resolution process/es
Write any processes that support this policy. Write processes in steps where
possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help
them with, etc.
1.
2.
3.
4.
…
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Innovative Widgets
Recordkeeping policy and procedure
Purpose Briefly explain the purpose of this policy
Scope Briefly explain which people or departments of Innovative Widgets
this policy applies to
Resources Note whether there are procedures associated with this policy
Relevant
legislation etc.
List any legislation relevant to the application of this policy
Updated/
authorised
Write the year this policy was approved, and who approved it
Recordkeeping process/es
Write any processes that support this policy. Write processes in steps where
possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help
them with, etc.
1.
2.
3.
4.
…
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