Essay on 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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Relevant legislation
• Privacy Act 1998 (Commonwealth)
• Equal Opportunity Act 2010 (Vic)
• Competition and Consumer Act 2010 (Commonwealth)
• Occupational Health and Safety Act 2004 (Vic)
Procedures
• Greet the customer courteously and give them your name
• Listen fully to what the customer is saying. Try to gather all the facts about the complaint and jot them down. Ask questions and summaries what they are saying
• Never argue with the customer
• 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.
• When you have all the details about the complaint, ask the customer how they would like it to be resolved

Updated (date) 10/2011 John Doe CFO

Managing records and data policy and procedure

• Outline policies and procedures for managing records and data

Policy
Managing records and data policy and procedure
Purpose
The purpose of this document is to establish a framework for the implementation and maintenance of an appropriate records management system. Innovative Widget is committed to maintaining a records management system that meets its business needs as well as its legal and accountability requirements.
Relevant legislation
• Privacy Act 1988
• Anti-discrimination legislation
• Do Not Call Register Act 2006
• Industry codes of practice


Procedures


• Innovative Widgets records and data are accurate, up-to-date…

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