Customer Service Plan (Create a vision and mission statement that includes reference to customer services from the company's business plan) Our vision: Mission: Who are our customers? Our internal customers are: Our internal customers require. (List these customers' needs) Our external customers are: Our external customers require: (List these customers' needs) List relevant product quality specifications List relevant customer service guarantees, e.g. related to time, cost and after-sales support List relevant policies and procedures that support customer service include. . . .Appendix 2 Customer complaints policy and procedure Purpose: (Briefly explain the purpose of this policy) Scope: (Briefly explain which people or departments this policy applies to) Resources: (Note whether there are procedures associated with this policy) Relevant legislation: (List any legislation relevant to the application of this policy) Updated/ authorized: (Write the year this policy was approved, and who approved it) Customer complaints resolution process/es (Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer, step 2 ask the customer what you can help them with, etc.) Complete minimum of 8 steps 1. 2. 3. 4. 5. 7. 8.Consider the following scenario: You are a |Customer Service Manager for a company celled Rhodes Electronics. This company has several large retail outlets located strategicallyr in the suburbs of Melbourne, and Victoria, and you also have an online purchasing facility as well as over 5D faceteface customer service personnel, you also have a small team of 6 staff who handle telephone and online customer services inquiries and feedback- This business sells a large range of electrical equipment including small appliances, televisions, computers, printers, sound systems, and white goods (refrigerators, washing machines, freezers, dryers}- Your role is as a Customer Service Manager based at Head Dice and over the last few months, you have been receiving feedback from customers that customer service is just 'not what it used to be\"- The CEO has been made aware of the decrease in customer service quality and wants to know what you're going to do to x the problem. Maria is a member of your customer service team- Her role is to receive telephone inquiries and complaints- You have observed the following: o Maria has been mde to customers on several occasions. it Maria has recently developed a habit of letting the phone ring and then placing customers on hold. This behavior contravenes company policy on the knowledge of the importance of prompt service to customers. it Yesterday Maria received a complaint from a customer: 'l'm Harry and | work as a buyer for the state's largest supplier of electric-l equipment. We provide a lot of business to your company. I ordered 4D televisions for delivery last Friday. l was promised that the delivery would arrive within three days. It's now a week later and they still haven't arrived. My production manager just telephoned me to say he might fail to deliver a major order unless they anive in the next four days. I'm going to begin legal action if the televisions don't arrive today. ' Maria misunderstood and thought that the customer had ordered the products yesterday and argued with him. She accused the customer of being unreasonable- When the misunderstanding was eventually cleared up, Malia wasn't sure how to track orders or reorder the products. She said there was nothing she could do as the procedures didn't seem to cover this issue. Assessment Task 2.1 1. Based on the information above in the scenario you are required to produce a customer service plan using the template provided in Appendix 1. Your Customer Service Plan should include: a vision and mission statement related to customer service a list of internal and external customer types and their needs product standards that may include (safety requirements, pricing, and delivery) policies and procedures 2. Design a customer service complaints policy and procedure using the template in Appendix 2. 3. Discuss any legislation, standards, or codes of practice and explain how they may be relevant to the development of customer service plans. 4. Develop a summary of your plan and how the design of your plan will work to achieve quality customer service and legal compliance. - You should explain how your plan is consistent with best practice models, and codes of practice and in line with the organisations business goals. In this reflection you also need to summarise public relations and product promotion approaches that are appropriate.Assessment Task 2.2 1. Write a brief customer service report in relation to the scenario provided. a. summarise customer service team performance. b. identify possible causes of customer service shortfalls. c. identify options to address the problem/s. 2. Follow the customer complaint policy and procedure (Appendix 2) and draft an email to Harry to clear up the misunderstanding and address concerns