Innovative Gidgets

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Customer Service Plan

Who is Innovative Widgets
Innovative Widgets is the leading producer of widgets in Australia. Established in 1980, widgets are used as components for a wide variety of domestic and industrial machinery. We produce widgets that are functional, well designed and manufactured to the highest quality standards. Customers across Australia look to us to provide high quality products at competitive prices. A family owned company; we operate from one main factory which include several different sections:

• Stores area for the raw materials used to make the widgets,

• Machine shop for producing the widgets,

• Warehousing,

• Dispatch and deliveries. 

We have a diverse range of customer's with 60% of our total profits coming from major supermarket companies in Australia and 40% coming from direct internet sales and sales to small businesses.

Innovative Widgets employs over 25 staff. Pre-tax profit last year was $1,650,000 with a turn over of $8,700,000.

Mission Statement
At Innovative Widgets we aim to provide our customer's with the best quality products at competitive prices. We provide our staff with regular training to ensure that our customers get the best possible service from our company.

Using regular surveys and suggestion boxes we are able to determine what our customer expect from us and where we need to improve our products and services.  Our customers are the most important aspect of our business, with our highly trained technicians and knowledgeable staff, we are sure to make feel our customers welcome.

Policy and Procedures
Identifying customer needs – in order to provide our customer's with the appropriate product, we do research their needs.

We do this by asking many questions. Using active listening as the best way to let the customer know that we are trying to give them the best of our products.

Analysis of the customer's needs is also a great way to offer them products to benefit them, e.g. suggestive selling, marketing strategies, competitive advantage, etc.

We use the RATER system as a great place to start.

RATER stands for:
Responsibility 
Delivery on promises.
Assurance 
Inspiring trust and confidence in our customer's.
Tangibles 
Representing the product physically.
Empathy
Treating customer's as individuals.
Response
Being willing to help wherever possible.

Customer feedback – essential to our marketing is obtaining customer feedback. Keeping up to date with our customers, we are sure that we are meeting their expectations.

We send out surveys via emails and post. We also send out regular brochures updating our customers of any changes that may benefit or effect them. We call our major customer's in regular bases to see if there is anywhere we need to improve our products and services.

 
Handling complaints – The procedure for the handling customer’s complaints are as follows: Listen to the customer Help and Resolve Pass it along to management to better our product or service

Responsibility
To run efficiently Innovative Widgets have staff taking care of different parts of the business. Different sectors have different responsibilities. Here is an example for who is responsible for what. Board of Directors – Responsible for overseeing the activities of Innovative Widgets so that the company meets the expectations of our mission statement. Purchasing – Responsible for acquiring raw materials needed to produce our widgets. They ensure quality at the best possible deal from reliable suppliers. Sales – Responsible for the marketing of our products. They represent Innovative Widgets in the market place and exhibit our products to potential clients. They also ensure that our current clients are aware of upcoming changes to the present line of products and new improve and innovative new lines...
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