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BSBCUS501    
Manage Quality Customer Service – Summative Assessment
Assessment 1 – Project
Customer Service Plan
    Innovative Widgets – Charter for Customer Service
    Welcome to Innovative Widgets
Vision & Mission-
Th overall vision held by the company lies in offering superior form of customer service in the manner of higher-quality and higher-value delivery of services in addition to providing the services that are beyond the expectation for all the customers and at all times.
The overall mission pursued by the company lies in integrating innovation as well as quality emphasised practices for meeting and addressing the customer expectations
    Who are the customers?
    Internal customers include the following-
· Widget’s design team
· Team undertaking business operations activities and processes
· Representatives from the sales and marketing function
· Representatives from the customer services function
    Internal customers of the company require the following-
· Widget’s design team shall need clear and specific inputs requirements, other affiliated requirements / specifications, etc. authorized and communicated by relevant senior managers in charge of designing as well as the development of the pertinent widgets
· The team undertaking business operations activities and processes shall need suitable and relevant set of inputs by way of team in charge of the widget designing process in order to producing required set of widgets as well as undertaking the overall management concerning the business operations in an effective manner
· representatives from the sales and marketing function shall need an effective product / service which essentially meets the design level specifications for purposes of making sure a successful form of marketing as well as the sales outcomes pertaining to the products
· Representatives from the customer services function shall need successful form of marketing as well as the sales outcomes pertaining to the products for the purposes of making sure that the customers can get high-quality and above expectation service deliveries.
    the external customers of the company include the following-
· Customers who shall utilize innovative widgets in alignment to their specific needs and requirements
    the external customers of the company shall need the following-
· final products which shall meet the specific set of requirements set by the customers in the manner that is effective
· customer services in a prompt and effective manner prior to, whilst underway, as well as post the purchasing of the said product
    We will deliver you what is needed by you as well as more!
The company promises in delivering the widget which is right and suitable fit for needs of the customers-
· Clearly, unambiguously, and in a specific manner meeting the overall capabilities, specifications, as well as the value delivery standards which are committed from the entity
· The end product meeting all of the quality standards as well as delivered with none of issues like breakdown or else service related disruptions
· Overall superior as well as consistent and also above expectation standard of services being offered with respect to any of the issues in addition to pro-active service related efforts initiated by the company as well as the affiliated engagement
    The company makes promise and commitment in the following manner-
· Superior forms of services post the sales with respect to any of the issues in addition to pro-active service related efforts initiated by the company as well as the affiliated engagement
· Superior, customer friendly, and higher quality form of shopping experiences
    We support our personnel for supporting you!
The policies as well as procedures of Innovative Widget which supports the customer service shall entail the following –
· Customer services delivery and management policies
· Procedure for Management of Customer Purchasing Experience procedure
· Service Policy for service delivery post sales
· Policy for Product Return
· Customer Engagement Services Policy
· Consumer Protection & Legal Compliances Policy
Customer Support: Policy / Procedure to Collect Market Research
    Purpose
    Undertaking market research with respect to customer services in alignment to the organization level standards as well as adherence with the business objectives
    Scope
    The same shall be effectively applicable solely over market research related activities that are undertaken for as well as by way of customer support related functions
    Resources
    The same is Policy & Procedure documentation
    Relevant legislation etc.
    Not Applicable
    Updated/
authorised
    Approved from Vice President – Customer Service
1. Review as well as understanding needs of market research
2. Identifying as well as documenting key set of objectives pertaining to research
3. Determining the overall needs concerning internal / external teams to undertake the market research
4.On the basis of approvals, issuing the requisite mandates with respect to market research
Customer Complaints: Policy & Procedure
    Purpose
    Undertaking the resolution of customer complaint in alignment with organization standards as well as in alignment with the objectives
    Scope
    The same shall be effectively applicable solely with respect to management of customer complaint as well as affiliated activities as undertaken from the team providing customer support services
    Resources
    The same is Policy & Procedure documentation
    Relevant legislation etc.
    Not Applicable
    Updated/
authorised
    Approved from Vice President – Customer Service
Customer Complaint Resolution process
1. Once the complaint has been set in place, documentation of the complaint needs to be done immediately.
2. After the documentation step is completed duly, escalation of complaint with the concerned people shall be undertaken
3. Thorough and end to end investigation need to be then undertaken
4.Overall outcomes from this investigation shall then be discussed and submitted with process head for customer support in taking additional actions
Recordkeeping policy and procedure
    Purpose
    Undertaking the tasks for record keeping in alignment to the organization level standards as well as alignment with the relevant objectives
    Scope
    The same shall be effectively applicable solely with respect to the activities of record keeping that are undertaken by personnel in charge of delivering customer support services
    Resources
    The same is policy / procedure documentation
    Relevant legislation etc.
    NA
    Updated/
authorised
    Approved from Vice President – Customer Service
Recordkeeping process
1. Determining the overall needs concerning the recording as well as storage of the specific document
2. Determining the suitable levels of access as well as security related measures with respect to the same
3. Documentation of all information that are identified
4. On basis of the...