Access over 20 million homework & study documents

search

Revised ASSESSMENT 3 Customer service

Content type
User Generated
Rating
Showing Page:
1/8
Case study
1. Suggest a “customer service plan” for Peter’s department.
CUSTOMER SERVICE PLAN
Keeping in view the state of affairs of Peter’s company regarding customer services
and complaints, and upon the desires of the owner to improve the customer services,
the following customer service plan is suggested for Peter’s department in a step wise
order:
A. Customer Service Vision and Mission
A clearly defined mission and vision statement for the customer care
department shall be devised and announced as a first step. The mission
statement shall state the mission or objectives of the customer service
department while the vision statement shall depict the thought behind the
creation of the revamped customer service department and the ways and
means to fulfill the mission of the department i.e. quality customer care at all
costs.
B. Product/ Service standards
Quality standards shall be laid down for all the products as well as services of
the company in a quantifiable manner and enforced throughout all the
departments of the company including production and installation
departments.
C. Policy & procedures to identify customer needs
Clear cut policies and procedures shall be devised to identify the needs of the
customers through a background and retrospective research based on the
available records of the company. Areas of need shall be identified specifically
and such a system shall be devised which yields the required data to identify
the customer needs and expectations from the company.

Sign up to view the full document!

lock_open Sign Up
Showing Page:
2/8
D. Policy and procedures for customer feedback
Such policies and procedures shall be employed which ensure the seamless
flow of information regarding customer feedbacks to the customer service
department. These policies and procedures shall allow for the incorporation of
customer feedback into the operations of the company.
E. Policy and procedures for managing complaints
A well-defined policy regarding management of customer complaints shall be
devised which shall dictate an algorithm for complaint resolution through a
check list ensuring all the steps in rectification of customer complaints are
under taken and documented.
F. Policy and procedures for managing record keeping
Record keeping of the customer services department shall be ensured and such
policies and procedures shall be devised which instruct the modes and
methods of keeping record, dictate the time period for which records are kept
and their confidentiality and secrecy.
G. Continuous quality improvement
A plan for continuous quality improvement to be kept in place shall be made.
It shall ensure that such quality improvement methodologies and SOPs are
enforced which comply with the vision of continuous quality improvement.
H. Customer service charter
After following all these steps, a comprehensive customer service charter
prepared after consultation with all stake holders shall be laid down and
communicated to all the stake holders. It shall be a framework for creating
service delivery standards, declaring the rights of customers, and the way
customer complaints shall be resolved

Sign up to view the full document!

lock_open Sign Up
Showing Page:
3/8

Sign up to view the full document!

lock_open Sign Up
End of Preview - Want to read all 8 pages?
Access Now
Unformatted Attachment Preview
Case study 1. Suggest a “customer service plan” for Peter’s department. CUSTOMER SERVICE PLAN Keeping in view the state of affairs of Peter’s company regarding customer services and complaints, and upon the desires of the owner to improve the customer services, the following customer service plan is suggested for Peter’s department in a step wise order: A. Customer Service Vision and Mission A clearly defined mission and vision statement for the customer care department shall be devised and announced as a first step. The mission statement shall state the mission or objectives of the customer service department while the vision statement shall depict the thought behind the creation of the revamped customer service department and the ways and means to fulfill the mission of the department i.e. quality customer care at all costs. B. Product/ Service standards Quality standards shall be laid down for all the products as well as services of the company in a quantifiable manner and enforced throughout all the departments of the company including production and installation departments. C. Policy & procedures to identify customer needs Clear cut policies and procedures shall be devised to identify the needs of the customers through a background and retrospective research based on the available records of the company. Areas of need shall be identified specifically and such a system shall be devised which yields the required data to identify the customer needs and expectati ...
Purchase document to see full attachment
User generated content is uploaded by users for the purposes of learning and should be used following Studypool's honor code & terms of service.

Anonymous
Really great stuff, couldn't ask for more.

Studypool
4.7
Trustpilot
4.5
Sitejabber
4.4