BSBCUS501 - Manage quality customer service

Task 2

Purpose This policy aims to remain the standard of customer service and
ensure that customer will be treated fairness and respectfully. And
also ensure that the company responding customers’ needs

Scope This policy will apply to sales representative which directly contact
with the customers and also customer service department.

Resources -

Relevant - Competitors and Consumers Act 2010

legislation etc. - Privacy Act 1998

Updated/ Approved by Innovative Widgets CEO in 2018

authorised

Innovative Widgets
Customer support policy and procedure – collecting market research

Customer support process/es

Refer to the RATER model of quality service, we will make sure that:

1. Product will be delivered on timely standard with the consistency size and
quality.

2. Our staff member will provide service to the customer with honestly and
courteously. And also provide any information about the product to customer
with their well product knowledge.

3. Any purchase or activities occurred between the customer and our

organization will be recorded in form of written or emailed with clear
information.

4. Our team member needs to provide the best customer service skill to show
that we care of the customer.

5. Any request from customer needs to be responded within our standard

timeframe.
Innovative Widgets
Customer complaints policy and procedure

Purpose This policy to ensure that all the complain will be managed in a
proper manner with fairness and consistently.

Scope This policy will apply to customer service department

Resources -

Relevant - Equal opportunity Act 2010

legislation etc. - Work Health and Safety Act 2011
- Privacy Act 1998
- Competition and Consumer Act 2010

Updated/ Approved by Innovative Widgets CEO in 2017

authorised

Customer complaints resolution process/es

1. When the customer complains, you need to take the matter seriously and
deal with it appropriately. Listen carefully to the person making the complaint.
If they are emotional at the time of the complaint, some of the facts may be
difficult to ascertain correctly and objectively. You need to ensure that they
give you all the correct information. All the information needs to be record in
the complaint form.

2. It may be better to take the matter to the supervisor, especially if the

compliant is about a staff member. Details need to be accurate. All
information about the complaint should be documented to ensure that the
information remains consistent.

3. Depending on the type of complaint it may be sufficient that the supervisor

listens and deals with the issue with the customer. For quality assurance the
documentation of the complaint will be noted and records kept of the action
taken.

4. Where the issue cannot be dealt with at the supervisor level the manager
may be involved in the issue. They may discuss the matter with customer ant
the staff member either separately or together, to try to resolve the issue.
Again, the meeting is documented and records kept on file for quality
assurance records.

5. Where a number of complaints about the same issue are received, the
quality assurance section may implement an action plan to investigate and
improve an area.

6. Evaluation on the issue is undertaken at a predetermined date to ensure

that improvement has occurred.
 Innovative Widgets
Recordkeeping policy and procedure

Purpose This policy aims to manage all the data and record in any form and
store in an appropriate form. And also provide guidance to all
employer and employee on storing each form of data.

Scope This policy applies to all employees and employer

Resources -

Relevant - NSW State Records Act 1998

legislation etc. - Privacy Act 1988

Updated/ Approved by Innovative Widgets CEO in 2018

authorised

Recordkeeping process/es
Any records and data will be in the different form.

- Email – any emails created and sent by/to the organization need to be kept
in the internal system that can be checked and authorized by anyone who
responsible for records and data management. Any important information
need to used pin to access that data.

- Hard Copy – any data in a form of hard copy such as paperwork or report
must be kept in the shelves provided and need to be filed in the different
places depend on their main subject.

- Phone Call – need to be record in a form of written by filling the form that we
provide. And fill all the information needed and kept in the file.

- Access the data - need to be recorded and authorized by your supervisor

- Transfer the data – need to ask for any authorized by your supervisor before
transfer that data

3. Review the customer service call data in Appendix 2 and analyse data to identify
possible causes of customer service shortfalls.
Appendix 2: Customer Service Data

4. Write a brief report (no more than 1 page) to the board of Innovative Widgets to: a.
summarise customer service team performance b. identify possible causes of
customer service shortfalls c. identify options to address the problem/s.

a. Summaries customer service team performance

Innovative Widget has received feedback from customer about the decrease
of customer service standard over the last few months. Some of the staff
show inappropriate behavior to customers, this is shows that staff failed on
following company policies and procedures. The dissatisfaction of the
customers is influencing their loyalty and they are facing problems in
maintaining relations with the company. According to the customers, the
service of the company has been delayed and not prompt. This provides the
problem to the company in remaining on the policy of being prompt on the
services. The several misunderstandings with the customers are also noticed
in the last few months which is affecting the relations with the customers. So,
to avoid the decrease of customer, we need to solve all the problems as soon
as possible.

b. Identify possible causes of customer service shortfalls

- Staff being rude to the customer
- Staff not following company customer service policies and procedures
- Misunderstanding between staff and customer
- Late delivery and provided wrong products to customer
- Staff argues with customer

c. Identify options to address the problems

To avoid those problems from reoccurring, we might need to:
 - Provide training to new staff and make sure they clearly understand and
follow the policies and procedures.
- Record all the problems occur and how to solve it. This is helping to avoid
the similar problem in the future and use it to manage the possible problems.
- Create the central system that link all the data together, so staff can track
the information they need very easy. This is also helping on missing any order
from customer as well.
- Staff who make the order from customers must following with customer until
they receive the products.

5. Follow the customer complaints policy and procedures provided in Appendix 3 of

this task to draft an email to Yore Mine Co. to clear up the misunderstanding and
address their concerns. Ensure that your support of the customer provided is
consistent with principles of customer service set out in the Innovative Widgets
business plan and the customer service plan you develop in Assessment Task 1.

Email

To: Yore Mine Co.

From: customerservice@innovativewidget.com

Subject: Apology on any inconveniences

Dear Yore Mine Co.,

We are truly apologized on any inconvenience that occur to you. There are some
misunderstandings on the conversation with our customer service support team. We
apologize on the delayed and wrong delivery. We guaranteed that the products that
you ordered with us will be delivered within the next 24 hours.

To avoid the problems, we are creating the system that we can track all the orders
through the system that we will send you that information soon. If you have any
problem or any issue, please feel free to contact us back which available 24 hours.

We always keep in mind that customer happiness and satisfaction is our priority. We
hope that you will continue be our loyalty and valuable customer.

Best Regards,

(Customer service maneger)

Innovative Widget Team