BSBCUS501C Innovative Widgets Assessmen

1412 Words Jan 23rd, 2015 6 Pages
Customer Service Plan
Vision
Innovative Widgets to be considered a leader in superior quality products and customer service.
Mission
Innovative Widgets will provide customers a positive experience in customer service throughout all aspects of our business.
Product Standards
Standards
Description
1 Dimensions
Widgets are manufactured in sizes: 5mm, 6mm, 10mm, 15mm and 18mm
2 Tolerances
We guarantee our Widgets to +/- 3% of size indicated. Widgets which do not meet this quality may be returned for a full refund.
3 Pricing
Customers will be given 30days notice in the case of pricing changes.
A 10% discount is offered for orders placed online
4 Material
Laminates: are of a high quality Polyimide, thermoset with glass fibre
Components: Copper
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Procedure
1. Greet the customer courteously and given them your name.
2. Listen fully to what the customer is saying. Try to gather all the facts about the complaint and write them down. Ask questions and summarise what that 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.
7. All staff members can use their judgement and refund an additional 10% of the value of the faulty product up to a maximum value of $25.
In some instances customer service staff will not be able to resolve the complaint at this level, in which case the complaint will be escalated to the Manager.
Recording, Monitoring and Reporting on Complaints The following information will be recorded, as a minimum, for all complaints:
The nature of the complaint
How the complaint was received
Conduct, services or faults outlined in the complaint
Suggested improvement/resolution
Action Taken
The Manager will maintain a register of complaints and be responsible for quarterly review of this register
Response
All complaints should be responded to within 24hrs. Where this is not possible the Manager will advise the complainant of the

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