Customer Service and Innovative Widgets - 1289 Words

BSBCUS501C Manage quality customer service Presented to: Darren Creed Assessment 3 Name: Jacinta Butterworth Date: 20 March 2015 Procedure: 1. Develop a set of Key Performance Indicators for your Innovative Widgets customer service representatives. KPIs should address all the areas of customer and business requirements identified 2. Develop a plan or procedure for monitoring team members’ performance again KPIs 3. Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover identifiable gaps between services provided (including the quality of service) and customer expectations. 4. Must get at least 10 customers to complete the questionnaires to receive performance data and feedback from these customers†¦show more content†¦Some examples of performance measures include; ï‚ · ï‚ · ï‚ · ï‚ · Key performance indicators (KPIs): Are used as a measurable value to establish how competent the company is achieving key business objectives. Innovative widgets uses KPIs at multiple levels to evaluate their success at reaching targets. Mystery shopper: A mystery shopper plays the role of a buying customer. The employees may be unaware of who the mystery shopper is. Using a mystery shopper is a great way for Innovative Widgets to gain direct observation to monitor the level of customer service performance. To avoid ethical issues, informed consent for these monitoring practices should be put into place Customer feedback: While often not applying to individuals may be taken into consideration when determining performance on a team level. Balanced score cards: Balanced scorecards are used to record individual KPIs and are provided to employees at the commencement of the performance period to explain what they must achieve and what is expected of the individual. The balanced score card will consist of how it will be measured. Scorecards are a useful tool for both managers and employees, as they can be referred to throughout the performance period to ensure that efforts are focused in the areas that have been identified as delivering the most benefit to the organisation. Questionnaire Customer questionnaire are the mostShow MoreRelatedInnovative Widgets Customer Service Plan1059 Words   |  5 Pagesï » ¿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’sRead MoreInnovative Widgets Customer Service Plan1104 Words   |  5 PagesInnovative 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’sRead MoreInnovative Widget Customer Service Plan5878 Words   |  24 Pagesthe commitment to capacity development in water use and management. Table 1: Cap-Net Objectives and Outcomes DEVELOPMENT OBJECTIVE Sustainable management and development of water resources and improved access to basic water supply and sanitation services are benefiting the poor and contributing to improvement of livelihoods, environmental sustainability and reduced vulnerability to climate change IMMEDIATE OBJECTIVES To build capacity of institutions and individuals to manage, develop and useRead MoreEssay about Innovative Widgets- Customer Service Plan939 Words   |  4 PagesAbout Innovative Widgets. At Innovative Widgets we are the number leading widgets producer in Australia. Established in 1952, widgets are used as components for a wide variety of machinery, including domestic and industrial machinery. All our widgets are functional, well designed and manufactured to the his highest quality standards. Customers across Australia look to us to provide high quality products at competitive prices. This is a family owned company with the sons and daughters of the founderRead MoreCustomer service plan1735 Words   |  7 Pages†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.†¦Ã¢â‚¬ ¦..†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.3 Customer Complaints †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..†¦Ã¢â‚¬ ¦.4 Managing Records and Data †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.5 One Page Reflection .†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦6 CUSTOMER SERVICE PLAN INTRODUCTION Innovative Widgets is a large firm of about four hundred staff, and is the largest producer of widgets in Australia. Established in 1952, its widgets are used as components in a broad range of televisions. At Innovative Widgets we are dedicated to providingRead MoreAssessment Task 21269 Words   |  6 Pagesquality service through handling customer complaints, monitoring team performance, and intervening to develop team abilities to overcome difficulties in providing quality customer service. Assessment description You will perform two role-plays in the context of the Innovative Widgets simulated business. In the first role-play, you will follow procedures to handle customer complaints. In the second role-play, you will recognise areas in which you can improve the performance of a customer service teamRead MoreBSBCUS501C Innovative Widgets Assessmen1412 Words   |  6 Pagesï » ¿Customer Service Plan Vision Innovative Widgets to be considered a leader in superior quality products and customer service. Mission Innovative Widgets will provide customers a positive experience in customer service throughout all aspects of our business. Product Standards Standards Description 1 Dimensions Widgets are manufactured in sizes: 5mm, 6mm, 10mm, 15mm and 18mm 2 Tolerances We guarantee our Widgets to +/- 3% of size indicated. Widgets which do not meet this quality may be returned forRead MoreCustomer Service Plan for Widgets1706 Words   |  7 Pagesï » ¿Widget Innovation Customer Service Plan Customer service and commitment to our customers has been the driving force behind our brand. Widget strive to get it right first time, everytime.Incases where things don’t come out right we believe our professional workers will strive to correct the problem and our customers have the right to know what level of service they can expect from us all the time even in these times when we fall short of the very high standards we have set ourselves. Through ourRead MoreInnovative Widgets manage and develop team3933 Words   |  16 Pagesyears’ 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 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 provided by an Innovative Widget employee thatRead MoreInnovative Widgets2136 Words   |  9 PagesInnovative Widgets Innovative Widgets is small firm with about 50 employees. The firm provides widgets, which serve as components for machinery used by companies across industries. Innovative Widgets is a very customer centric company. Since it is small company with a specific focus on providing components, it needs to pay attention to the requirements of its customers. Their business model relies heavily in loyal customers, which lead repeat purchases over time. To achieve this, the company has