Customer Service Plan

Assessment Task 01

BSBCUS501A Manage quality customer service

CUSTOMER SERVICE PLAN

Printing Converters Inc.

VISION

Our vision is to provide products or services that in turn are utilized to create a deliverable for the external and internal customer. To do this we:

We create positive internal customer serviceAll of our departments work together cooperatively

Agree on processes and procedures

Negotiate expectations

Developing effective internal customer service helps organizations cut costs, increase productivity, improve interdepartmental communication and cooperation, boost employee morale, align goals, harmonize processes and procedures, replace interdepartmental competition with interdepartmental cooperation and deliver better service to the external customer. Excellent service to the external customer is dependent upon healthy internal customer service practices.

MISSION

Our mission is to define the external and internal customer service vision. The customer service mission takes the organizations vision and views it from the customer’s perspective. A successful mission should clearly indicate the particular services that the organization will offer its customers. The mission should be communicated and endorsed across the external and internal customer for it to be shared and realised.

PRODUCT STANDARDS

MATERIALS

PRICING

All prices are based on the information, specifications, and artwork (if printed) you have supplied. In the event we determine that there is a discrepancy between this quoted price and the information supplied with your order (this may be in specifications, artwork, samples, descriptions, or other material issues), we reserve the right to modify the quoted price to accommodate your requested changes. We will review any adjustment with you before we accept your order. This would include sending a corrected copy of a purchase order indicating the corrections accepted. Some carton prices may not match per M price x qty/carton due to mathematical rounding. Carton pricing supersedes per M prices. Prices are subject to change without notice.

All statements, sales information, technical information and recommendations concerning products sold or samples provided by Printing Converters, Inc. are based upon tests believed to be reliable, but do not constitute a guarantee or warranty. In no instance shall Printing Converters, Inc. be held liable for damages arising from the use of its products in excess of actual replacement cost of the products.

TOLERANCES

he price quoted includes the following standards manufacturing tolerances: Sizes: Die cut size; label size, location of perforations or other mechanical features tolerance is +/- 0.03125" (1/32"). All locations are measured from the top and left edge of the label or carrier. Print registration tolerance is +/- 0.04687" (3/64"), measured from the left and top edges of the label. Colour match tolerance is within one shade of PMS colour for flexographic printing as measured by an industrial spectrometer.

Note: If this job requires tighter tolerances please call us to discuss the details.

MATERIALS

We use high quality materials, inks, stocks, and adhesives. However, we cannot control the manner in which these products are used; therefore, we assume no responsibility for any damage arising out of the use of the products we manufacture.

DELIVERY

Shipping

Printing Converters, Inc. is happy to drop ship any order. You have an option of shipping labels with only your name and your return phone number printed on them, or blind shipments. No drop ship charges will be applied, only normal shipping and handling charges.

All products will be ship via our carrier, unless otherwise noted on your purchase order.

All shipments are F.O.B our factory or distribution centre. Shipments will be routed per your instructions, but if not specified, we will make the shipment using our own discretion. We will endeavour to meet all delivery conditions requested, but delays or failures in these commitments resulting from casualties, fire, flood, labour negotiations, raw material shortages, or other causes beyond our ability to control will not be considered a breach of agreement. Please see next paragraph regarding freight damage.

Freight is F.O.B. our factory or warehouse. We assume no responsibility for loss or damage.

Same Day Shipping

Any stock item requested to ship same day should be submitted no later than 11 AM EST.

Changes to Shipping Requirements

Any shipping changes must be confirmed in writing.

Rush Delivery

Rush delivery is available for an up-charge, based on scheduling and material availability.

Re-Stocking Fee

At the discretion of Printing Converters, Inc., a 25% restocking fee may be applied, or Printing Converters, Inc. may refuse to take back any orders because of a customers' incorrect ordering.

Over/Under Runs

Kindly allow for +/- 10% over or Under Run for all custom orders.

Returns

No product can be returned after 30 days. No product will be accepted for return without a Return Authorization from American Printing Converters. Kindly contact us for a Return Authorization.

Minimum Orders

Minimum order is $70.00

Cancelling Orders

Stock orders: Ship within 24-48 hours. Cancellations must be received in writing the same day the order is placed, before the order is shipped or the re-stocking charge will apply.

Custom items: Cancellations must be received within 5 days of scheduled ship date. Any expense incurred to that time by Printing Converters, Inc. will be billed to the customer.

Method of Payment

We accept Visa, MasterCard and American Express. Product will not be shipped until we receive approval of any credit card charge from the clearing bank.

POLICIES AND PROCEDURES

RATER

The model highlights five areas that customers generally consider to be important when they use a service. These are:

• Reliability– your ability to provide the service you have promised consistently, accurately, and on time. How well do you provide the service that you've promised to your customers?
• Assurance– the knowledge, skills, and credibility of staff; and their ability to use this expertise to inspire trust and confidence. Do staffs have the skills and knowledge needed to deliver a good service, across all channels?
• Tangibles– the physical evidence of the service you provide. This could be offices, equipment, employees, and the communication and marketing materials that you use.Is the evidence of your service (products, packaging, marketing materials, website, offices, staff appearance, and so on) attractive and appropriate for your customers?
• Empathy– the relationship between employees and customers. Do your people build good relationships with customers?
• Responsiveness– your ability to provide a quick, high quality service to your customers. By focusing on these five areas, you can analyse and improve service.

Do you provide a prompt service, which is easy to access?

Identifying customer needs that conforming to the RATER model is when you identify your future state and your current situation, it's important that you talk to your customers to understand their experiences and expectations fully.

Where you can't talk to customers directly, use tools such as Customer Experience Mapping to see your service from their perspective. You can also use Reverse Brainstorming to explore possible service improvements, and Benchmarking to compare your performance with similar organizations or services.

Customer Complaints

Responding to Customer Complaints

No matter how fantastic your product is or how high you set your customer service goals, situations will arise in which a customer is not completely satisfied with their experience.

If you have a good policy for responding to customer complaints, your efforts can pay off in droves. The cost of replacing an item or offering a refund is often recouped by the loyalty you receive in return when you go above and beyond the call of duty to fix the situation.

Here are some tips for where to begin when a customer brings a complaint to your attention:

Take complaints seriously

Respond to a customer complaint promptly and with due attention to convey the message that you take these issues seriously. Establish a standard system for logging and handling complaints to ensure that all employees are using a similar approach. You can use your customer management software as part of this system.

Use it as a learning opportunity

Ask some of the most successful business owners how they feel about complaints and you may be surprised to hear them say, "Great!" Oftentimes, negative feedback provides the perfect opportunity for you to learn where improvements can be made. Chances are if one person has encountered a problem, another may be feeling the same thing but has just not spoken up.

Remain calm

Avoid engaging in an argument with a customer who has brought an issue to your attention. Instead, take time to reflect on the matter and adopt a helpful and objective approach.

Don't make excuses

Concentrate on offering next steps and potential solutions to the customer's problem, rather than trying to explain why something went wrong in the first place.

Identify with the customer's point of view

Step out of your business-owner shoes and imagine yourself in the customer's place. How would you feel? Would you be upset? Be honest with yourself in your assessment and let these feelings inform your response.

Acknowledge their concerns

Even if you don't agree with what a customer is saying, it is important to demonstrate you have listened to their point of view and can understand where they are coming from. Your language may vary based on your assessment of the situation, ranging from "Sorry, we completely missed the mark" if your business is clearly in the wrong to "I see that we did not fulfill your expectations" if the customer's complaint is unwarranted.

Gather as much information about the situation as possible by asking questions and requesting clarification if needed. Take notes to make sure you are capturing all aspects of the issue in detail.

Keep a record

Use your customer management software to keep track of customer complaints and identify potential areas for improvement. For example, if 10 people in the past month have complained that their order arrived later than promised, you may want to focus more resources in this direction or re-evaluate your policy. Documenting complaints with customer management software is also important if the same customer has a problem in the future.

Offer an apology

You may be surprised by how much good it can do to simply offer an apology to a dissatisfied customer. Even if the situation is not your fault, simply hearing words such as "I'm sorry you have had this experience" can go a long way towards repairing a customer relationship.

Solicit suggestions for next steps

If you are not sure how to respond to a customer's complaint, you may want to turn the question back around on them and solicit suggestions for a next step. If you don't like their answer, you are under no obligation to honor their request.

Be realistic with your promises

If you can't do something, don't promise that you will. Only commit to offering realistic solutions to the customer's problem.

Thank the customer

Because so few dissatisfied customers actually take the time and effort to let a business know how they feel, it is important to thank them for doing so. If you want to go one step further, you could follow up with a letter down the line that explains how their feedback has helped you improve your operations. Include a coupon or gift certificate as a token of your appreciation.