Sunday, April 7, 2019
Customer Service Plan Essay Example for Free
Customer Service Plan EssayCustomer service and commitment to our guests has been the driving stuff behind our brand. Widget strive to get it right first time, everytime.Incases where things dont come break through right we believe our professional workers lead strive to correct the problem and our customers have the right to receive what level of service they can expect from us either the time even in these times when we fall short of the very high standards we have set ourselves. Through our Vision and mission literary argument we make a commitment to our customers both internal and external. Mission StatementPassionate about majestic the livery of our customers service expectations by providing the very best in professional, value engineered widgets through our ever exploitation nationwide team of professional, caring staff.Vision StatementTo be Australias number one depicted object provider of quality widgets by empowering our staff to deliver our customers with t he very best in quality, value and service.Our intersection point standardsOur w be is manufactured in strict accordance with the Australian quality standards and also taking into business relationship the use of which our customers will subject our product. Our internal policies and quality standards support the high quality standards set in our vision and mission statement.Our product specifications ar clearly presented in all our packaging materials and tested during the return process to ensure all tolerance limits ar adhered to. Our main product is 12 mm unforgivingened hole plugs which atomic number 18 made of plastic to cover ,conseal and decorate 12 mm diameter holes in cabinets,furniture,window frames,vinyl fences and elsewhere.Fits some(prenominal) 12mm diameter holes. These hole cover widgets practically work anywhere indoors and out .These are made from our factory with high impact injection moldedplastic. These can come from different sizings as requested by our customers. All our products have a small tolelance limit of +1% or -1%.Specifications.Our product range will have the following features.Colorit will come in the range of black ,white or greyFits hole size 12mm or as requested by customer diam12 mmLength 6mmTop diameter15 mmMaterialPolypropylene.Tolelance limit positively charged or minus 1%Widgets outlines its description of its product in the policy and communicated to the customer to allow the customer to make any queries or complaints incase the product received its off specification.PricingWidget ensures that its products are properly outlayd so that customers are able to afford the goods as well as profitability is maintained to allow the company invest in the quality and standards initiatives of the products. Widgets pricing is well thought as we do in other sectors of the business like marketing and branding, the price the customer sees on display is the price customers pay. There are no hidden costs. Our standard prod uct 12 mm fits hole size will cost 12AUD /dozen and customers are requested to enquire from the customer service team for prices of any changes requested to the standard product. preservation of goodsWidgets aim to deliver all pitch of magnitudes made either online or brass to face within three days of the order being made.We aim to have a speech process whichensures a reliable, secure and efficient service. If delays occur during deliveries and extra time may be required, customers will be conform toed urgently to alert them of the next sales talk times or else they can call our freight department directly on 1300 880 370. One day prior to your delivery we will SMS all of the weighty delivery information about your order to your mobile. If all the information is correct you will only if exact to text back OK. If at that place are any details that are not correct or you wish to change your delivery date please ring us on 1300 880 370. In order to offer our customers a bett er delivery service these terms and conditions replace any delivery and pick-me-up conditions stated on your order form.TERMS CONDITIONS1. It is important that someone is at the receaving end to receive delivery of your purchase on the designated day. No specific time of delivery can be provided. A foursome hour time frame will be advised but cannot be guaranteed.2. A token(prenominal) delivery fee of $75 (outside the Metropolitan area) is payable separately to the Carrier in cash or bank tab. Delivery is free inside the Metropolitan area3. Cash or bank cheque must be used to pay any balance of monies owing at time of delivery. ain/Company cheques will NOT be accepted. For your convenience we can accept credit cards in store 48 hours prior to delivery, surcharges may apply.4. at once arrangement for a delivery day is confirmed, there will be a minimum re-delivery charge of $75 if no person is at the delivery address on the day of delivery or the delivery is turned by the cus tomer on day of delivery.5. When receiving goods, please inspect thoroughly before signing Received in good order as any claims for scratches, marks, dents or other damages will not be accepted at one time signed.6. Failure to collect or take delivery of the goods beyond 21 days from the date of contact by our despatch department will result in the sales order being cancelled and all monies paid will be forfeited. 7. All original packing wrapping will be left at the premises (delivery address).CUSTOMER PICK UPSCustomer collection of goods purchased from Widgets stores can also becollected by the customer in any of our distribution centres.. The customer must contact the Delivery department prior to pick up on 1300 880 370 to make an appointment. Same day pickup is not available.Pickup times at Distribution CentersCustomersMonday to Thursday 1000am 1230pm 130pm 300pmCarriersFriday solitary(prenominal)Other Policies and ProceduresCustomer askWidget believes that it is important that customers needs are regularly reviewd to ensure that its products are inline with the changing times. Therefore time and again Widget carries out interrogation to identify these needs and tool changes identified. Widget uses the RATER model to identify its customers needs since customers when assessing what they want will consider the reliability, assurance, tangibles, empathy and responsiveness as they are being assisted. Using the RATER guide Widget will use the following techniques to gather customer needsInformal face to face discussions for its key customersTelephone interviewsEmail surveysSuggestion boxesInternet surveys.All information gathered for customers is protected by the Privacy act 1988 including how the information is collected,used and disclosed,its accuracy and how securely it is kept and popular rights to access that information. Widget has a dedicated Customer service research officer who is responsible for ensuring that all customer data collected is se curely kept and used forits intended purpose only.Complaints and feedbackIf you have a complaint or if there is anything we can help you with, please let us know.Widget values feedback and jimmy the opportunity to follow up. Widget deals with all people from diversi background and does not discriminate anyone on the land of age ,race,disability or sex. Our policy take into account the Age discrimination act 2004,Australian Human Rights fit Act 1986,Disability Discrimination ACT 1992,Racial discrimination Act 1975 and Sex Discrimination Act 1984.There are a number of ways you can contact us to lodge your complain and includes ourEmail at Widget123.gmail.com or phone at 08100300 or mail at Widget Australia,3/77 Manning street ,Bentley ,6102.Or you can also connect with us via Twitter or facebookComplain resolution process and timeframesOnce we receive your complaints, we may ask you to provide supporting or documentation to aid us in investigations. This may include proof of identi ty, statutory declaration, receipts and so on. We aim to resolve complaints within 5 working days, however please note that some complaints may take longer to investigate specially matters to do with international orders.Managing records and data.Widgets collects alot of data of customers including physical addresses, names,date of birth and many more information. The Customer service research officer is responsible for keeping the data securely and is sorted by our secure information engineering science section. The Privacy Act 1988(the Act)governs the agreements and responsibilities of companies in relation to the management of official records. Under this Act, each company has an obligation to maintain official records in its custody in good order and condition. This obligation applies not only to the capture, storage, maintenance and disposal of physical records, but also to records in electronic format. Widget policy is governed by this act and all measures necessary are tak en to ensure that compliance is maintained.