Innovative Widgets Customer Service Plan

1096 Words Jun 12th, 2014 5 Pages
Innovative Widgets customer service plan

Vision

• This is a statement of how you envision customer services being delivered in the future

In five years’ time, Innovative Widgets will be the leader in customer service satisfaction, providing timely, responsive service with integrity, simplicity and a passion for excellence, while meeting or exceeding the customer’s expectations.

Mission statement

• This defines what a company will do to achieve its vision. It may include the company’s functions, goals and philosophies

The mission of Innovative Widgets is to always convey a passion for the customer and to consistently deliver the best service experience. Innovative Widgets defines customer service as any activity
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• Customer service employees will obtain information of all customers using the RATER survey which will focus on the following criteria;

Reliability: Deliver what we promise in service and product
Assurance: Ensuring our customer have trust in our knowledge and confidence in our ability to deliver
Tangibles: Always representing Innovative Widgets at a high standard
Empathy: Being attentive to our customers using active listening and courteous language
Response: Always going above and beyond in all customer interactions as well as internal customers.

• Customer service Managers will analyse the survey results to determine customer needs

Updated (date) CEO Innovative Widgets 2014


Customer complaints policy and procedure

• Outline policies and procedures for responding to customer complaints

Policy
Complaints policy and procedure
Purpose
The purpose of this policy is to ensure the management of…

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