Customer Service Plan for Widgets

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, overtime. Alliances 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 our Villous and mission statement we make a commitment to our customers both Internal and external. Mission Statement

Passionate about exceeding the delivery of our customers’ service expectations by providing the very best In professional, value engineered widgets through our ever growing nationwide team of professional, caring staff. Vision Statement To be Australia’s number one national provider of quality widgets by empowering our staff to deliver our customers with the very best in quality, value and service. Our Product standards Our product is manufactured in strict accordance with the Australian quality standards and also taking into account the use of which our customers will subject our product.

Our internal policies and quality standards support the high quality standards set in our vision and mission statement. Our product specifications are clearly presented in all our packaging materials and tested during the production process to ensure all tolerance limits are adhered to. Our main product is 12 mm black hole plugs which are made of plastic to cover ,conceal and decorate 12 mm diameter holes in cabinets,furniture,window frames,vinyl fences and elsewhere. Tats any mm diameter holes. These hole cover widgets practically work anywhere Indoors and out . These are made from our factory with high -impact injection lolled plastic.

These can come from different sizes as requested by our customers. All our products have a small tolerance limit of +1% or -1%. Specifications. Our product range will have the following features. Color:let will come In the range of black ,while or grey Fits hole size :mm or as requested by customer Diameter:1 2 mm Length: mm Material:polypropylene. Tolerance limit:plus or minus 1% Widgets outlines its description of its product in the policy and communicated to the customer to allow the customer to make any queries or complaints incase the product received its off specification. Pricing

Widget ensures that its products are properly priced so that customers are able to afford the goods as well as profitability is maintained to allow the company invest in the quality and standards initiatives of the products. Widgets pricing is well thought as we do in other sectors of the business like marketing and branding, the price the customer sees on display is the price customers pay. There are no hidden costs. Our standard product 12 mm fits hole size will cost ADD ‘dozen and customers are requested to enquire from the customer service team for prices of any changes requested to the standard product.

Delivery of goods Widgets aim to deliver all orders made either online or face to face within three days of the order being made. We aim to have a delivery process which ensures a reliable, secure and efficient service. If delays occur during deliveries and extra time may be required, customers will be contacted urgently to alert them of the next delivery times or else they can call our Dispatch department directly on 1300 880 370. One day prior to your delivery we will SMS all of the important delivery information about your order to your mobile.

If all the information is correct you will only need to text back K. If there are any details that are not correct or you wish to change your delivery date please ring us on 1300 880 370. In order to offer our customers a better delivery service these terms and conditions replace any delivery and pickup conditions stated on your order form. TERMS & CONDITIONS: 1. It is important that someone is at the receiving end to receive delivery of your purchase on the designated day. No specific time of delivery can be provided.

A four hour time frame will be advised but cannot be guaranteed. 2. A minimum delivery fee of $75 (outside the Metropolitan area) is payable separately to the Carrier in cash r bank queue. Delivery is free inside the Metropolitan area 3. Cash or bank queue must be used to pay any balance of monies owing at time of delivery. Personal/Company cheeses will NOT be accepted. For your convenience we can accept credit cards in store 48 hours prior to delivery, surcharges may apply. 4.

Once arrangement for a delivery day is confirmed, there will be a minimum re- delivery charge of $75 if no person is at the delivery address on the day of delivery or the delivery is cancelled by the customer on day of delivery. 5. When receiving goods, scratches, marks, dents or other damages will not be accepted once signed. . Failure to collect or take delivery of the goods beyond 21 days from the date of contact by our dispatch department will result in the sales order being cancelled and all monies paid will be forfeited. 7. All original packing & wrapping will be left at the premises (delivery address).

CUSTOMER PICK UPS Customer collection of goods purchased from Widgets stores can also be collected by the customer in any of our distribution centers.. The customer must contact the Delivery department prior to pick up on 1300 880 370 to make an appointment. Same day pickup is not available. Pickup times at Distribution Centers Customers: Monday to Thursday – lo:moa – 12:soprano & 1 :PRNG – 3:mom Carriers: Friday ONLY Other Policies and Procedures Customer needs Widget believes that it is important that customers needs are regularly reviewed to ensure that its products are inline with the changing times.

Therefore time and again Widget carries out research to identify these needs and implement changes identified. Widget uses the RATER model to identify its customers needs since customers when assessing what they want will consider the reliability, assurance, tangibles, empathy and responsiveness as they are being assisted. Using the RATER dude Widget will use the following techniques to gather customer needs Informal face to face discussions for its key customers Telephone interviews Email surveys Suggestion boxes Internet surveys.

All information gathered for customers is protected by the Privacy act 1988 including how the information is collected,used and disclosed,its accuracy and how securely it is kept and general rights to access that information. Widget has a dedicated Customer service research officer who is responsible for ensuring that all customer data collected is securely kept and used for its intended purpose only. Complaints and feedback now. Widget values feedback and appreciate the opportunity to follow up. Widget deals with all people from diverse background and does not discriminate anyone on the basis of age ,race,disability or sex.

Our policy take into account the Age discrimination act 2004,Australian Human Rights Commission Act 1986,Disability Discrimination ACT 1992,Racial discrimination Act 1975 and Sex Discrimination Act 1984. There are a number of ways you can contact us to lodge your complain and includes our Email at Widgets 23. Gamma. Com or phone at 08100300 or mail at Widget Australia,3/77 Manning street ,Bentley ,6102. Or you can also connect with us via Twitter or backbone Complain resolution process and timestamps Once we receive your complaints, we may ask you to provide supporting or documentation to aid us in investigations.

This may include proof of identity, statutory declaration, receipts and so on. We aim to resolve complaints within 5 working days, however please note that some complaints may take longer to investigate especially matters to do with international orders. Managing records and data. Widgets collects a lot of data of customers including physical addresses, names,date of birth and many more information. The Customer service research officer is responsible for keeping the data securely and is sorted by our secure information technology section.

The Privacy Act 1988(“the Act”) governs the obligations and responsibilities of companies in relation to the management of official records. Under this Act, each company has an obligation to maintain official records in its custody in good order and condition. This obligation applies not only to the capture, storage, maintenance and disposal of physical records, but also to records in electronic format. Widget policy is governed by this act and all measures necessary are taken to ensure that compliance is maintained.

Monitoring performance The standards of service delivery we have set out here represent our commitment to improve the quality of our work and our customer service delivery. We intend to monitor these standards and critically assess whether we are, in fact, meeting the performance across all the Business Units with a view to: Reporting annually to the Management Advisory Committee in relation to the action on customer service during that year in both specific Business Units and our interaction with customers Liaising on a regular basis with our customer research resole to see what new changes our customers would like.

Review on the Customer Action Plan and updating targets and actions where necessary. Detailing progress within the Office in relation to Customer Service in the Annual Report. Reporting our customer service key performance indicators to our staff and customers so that they know how we are performing. The following key performance indicators will be monitored and reviewed on a regular basis Time taken to answer calls Percentage of complaints resolved within required days Customer satisfaction score in feedback Undertake an agreed number of customer feedback activities.

The above KBPS will be used in such a way that they are coherent with the organization goals and objectives and therefore a balanced scorecard will be used for reporting purposes as shown below Balanced Scorecard Innovative Widgets KARA Target Weighting Achievement Financial To achieve $100000 sales per month 25% Customer To handle 90% of customer complaints within prescribed time People To perform work duty to standard Process To follow all work processes as per innovative policy and procedure 25% improve its performance by using the plan-do-check-act model.

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