BSBCUS501: Developing a Comprehensive Customer Service Plan

This document presents a comprehensive customer service plan developed for Innovative Widgets. It includes a customer service charter with a vision and mission statement focused on international market expansion and customer satisfaction through prompt solutions. The plan identifies both internal (stakeholders, employees, investors) and external customers, detailing their specific needs and expectations. Key components of the plan are the customer support policy and procedure, outlining steps for greeting customers, addressing their needs, and transferring calls to experts, as well as a customer complaints policy and procedure designed to address grievances and prevent recurrence. Furthermore, the plan includes a record-keeping policy and procedure to maintain customer data securely, adhering to privacy regulations. The reflection section emphasizes the importance of systematic policy implementation, legal compliance, and online promotion for gaining customer trust. This plan aims to enhance customer loyalty and improve the overall customer service experience at Innovative Widgets.

Running head: DEVELOP A CUSTOMER SERVICE PLAN
Develop a customer service plan
Name of Student
Name of University
Author Note

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DEVELOP A CUSTOMER SERVICE PLAN
Table of Contents
2. Producing a service plan for Innovative Widgets..................................................................2
Customer support policy and procedure.................................................................................4
Customer support process.......................................................................................................5
Customer complaints policy and procedure...........................................................................5
Customer complaint resolution process..................................................................................6
Recordkeeping policy and procedure.....................................................................................6
Record keeping process..........................................................................................................7
3. Reflection about the plan.......................................................................................................7
Bibliography...............................................................................................................................8

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DEVELOP A CUSTOMER SERVICE PLAN
2. Producing a service plan for Innovative Widgets
Innovative Widgets Customer Service Charter
Welcome to Innovative Widgets!
Our vision and mission:
The vision of Innovative Widget is to expand the company in the international
market. The mission is to provide customer services and aim to satisfy the
customers by providing relevant and prompt solutions.
Who are our customers?
Our internal customers are:
The internal customers of a company
include people that are directly
connected with the company
(Eisingerich et al., 2016). In the case of
Innovative Widgets, the internal
customers include the stakeholders,
employees and the investors.
Our internal customers require:
These customers aim at the development
of the company. They provide feedback
that can help in improving the company
and the manner in which the business is
conducted.
Our external customers are:
These include the type of customers that
enter shops, purchase a product and
leave. These people may remain loyal to
a shop only if efforts are made to keep
them satisfied. In the case of Innovative
Our external customers require:
These customers look to be satisfied by
the type of service that is provided to
them. They require proper listening to
their grievances and appropriate
solutions so that they remain satisfied

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DEVELOP A CUSTOMER SERVICE PLAN
Widgets, the external customers include
the callers that required solution
with the services.
We’ll give you what you need … and more!
We promise to deliver a widget that’s right for your needs:
The quality of service that the company provides includes proper communication
with the customers. Innovative Widgets need to listen to the needs of the customers
and provide a proper solution. The services provided cannot be in a rude manner.
Gentle greetings of the customers need to be done in order to retain the loyalty of
the customers.
We promise to support you:
Innovative Widgets guarantees 24 hours of services to the clients. The cost of the
calls made to the company is toll-free and people are expected to get proper after
sales services. This can help the company to retain the loyalty of the customers and
provide support at the time of need.
We’ve support our people to support you!
Innovative Widgets’ policies and procedures that support customer service
include:
The policy of the company is to accept all calls and transfer the calls after following
certain protocols. This includes a systematic communication mode with the
customers regarding the type of service that they need. The transferring of phone
lines is done to the experts that pose knowledge about the problem faced by the
customers.

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Table 1: Customer service charter
(Source: Created by author)
Customer support policy and procedure
Purpose The purpose of the policy is to provide relevant support and
encouragement to the customers to solve the problems.
Scope The department that undertakes the calls of the people is
responsible for maintaining the policies.
Resources A systematic procedure is followed which ends with the customers
being able to speak with the concerned expert about the problem.
Relevant
legislation etc.
Privacy Act 1998 helps to keep the conversations of the customers
as private. The conversations can be recorded only for training
purposes for the interns.
Updated/
authorised
3/2016-Alan Cunningham-CEO
Table 2: Customer support policy and procedure
(Source: Created by author)
Customer support process
Step 1: Greet the customer
Step 2: Enquire about the help required by the customer
Step 3: Politely ask them to remain by the phone while the call is transferred
Step 4: Greet the customer again

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Step 5: Listen carefully to problem
Step 6: Provide relevant solution to the best of the ability
Step 7: Hang up politely.
Customer complaints policy and procedure
Purpose The purpose is to address the grievances of the customers and
ensure that the mistakes are not repeated.
Scope This applies to the department that deals with the grievances of the
grievances of the customers.
Resources The procedure includes receiving the complaint from the client and
based on the gravity of the problem the complaints are transferred
to the specific expert dealing with the scenario.
Relevant
legislation etc.
Equal Opportunity Act 2010 proclaims that all employees are heard
with the same level of intensity.
Consumer and Competition Act 2010 protects the rights of the
customers.
Updated/
authorised
5/2016-Alan Cunningham-CEO
Table 3: Customer complaints policy and procedure
(Source: Created by author)
Customer complaint resolution process
Step 1: Greet the customers

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Step 2: Patiently listen to the complaint
Step 3: Provide assurance of solving the problem
Step 4: Try to solve the problem faced on the facts provided
Step 5: Transfer call to experts
Step 6: In case of visiting the customer, ask for convenient time for visiting
Step 7: Politely hang up
Recordkeeping policy and procedure
Purpose The purpose of the policy is to maintain records of the conversation
as well as personal details of the customers.
Scope This needs to be done by the receptionist of the company
Resources The process associated with record keeping involves the systematic
arrangement of data and maintaining it in a safe database.
Relevant
legislation etc.
Provisions stated in the Privacy Act 1998 need to be maintained in
order to protect the personal records of the people.
Updated/
authorised
1/2017- Alan Cunningham-CEO
Table 4: Recordkeeping procedure
(Source: Created by author)
Record keeping process
Step 1: Analyse the important details of the customers

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DEVELOP A CUSTOMER SERVICE PLAN
Step 2: Document the details as per requirements
Step 3: Save the records in a proper folder
Step 4: Maintain firewalls to prevent leak of information
3. Reflection about the plan
The plan developed for ensuring proper customer service can help in improving the
company. In my opinion, the systematic manner in which every policy is approached is an
indication of the discipline that is maintained in Innovative Widgets. With the guidance
received from the legal rules, the company can ensure that no code of ethics will be violated.
The public relation and the promotional method that is relevant for Innovative Widget
includes social network interaction with the customers. New services that the company
provides can be promoted online to help in gaining more customers for the company. The
plan proposed by me is consistent in the market as most of the customer service organisations
follow such approach in order to gain the trust of the customers.

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DEVELOP A CUSTOMER SERVICE PLAN
Bibliography
Blut, M., Frennea, C.M., Mittal, V. & Mothersbaugh, D.L., (2015). How procedural, financial
and relational switching costs affect customer satisfaction, repurchase intentions, and
repurchase behavior: A meta-analysis. International Journal of Research in
Marketing, 32(2), 226-229.
Eisingerich, A., Merlo, O., Heide, J. & Tracey, P., (2016). Customer satisfaction and
purchase behavior: The role of customer input. In Looking forward, looking back:
Drawing on the past to shape the future of marketing (pp. 220-220). Springer, Cham.
N. Torres, E. & Kline, S., (2013). From customer satisfaction to customer delight: Creating a
new standard of service for the hotel industry. International Journal of Contemporary
Hospitality Management, 25(5), 642-659.
Orel, F.D. & Kara, A., (2014). Supermarket self-checkout service quality, customer
satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of
Retailing and Consumer Services, 21(2), 118-129.
Tynan, C., McKechnie, S. & Hartley, S., (2014). Interpreting value in the customer service
experience using customer-dominant logic. Journal of Marketing Management, 30(9-
10), 1058-1081.