Develop a customer service plan
Submission details
Candidate’s name Phone no.
Assessor’s name Phone no.
Assessment site
Assessment date/s Time/s
The Assessment Task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for details.
Performance objective
The candidate will demonstrate the ability to plan to meet customer requirements through the development of a customer service plan.
Assessment description
You will develop a customer service plan for the simulated business ‘Innovative Widgets’. You will gather the background information on the simulated business from your Student Workbook and any information about Innovative Widgets that you may have created in the course of completing learning activities in the Student Workbook.
Procedure
1. Over the duration of the course, gather information on the Innovative Widgets simulated business from course materials.
2. Based on the information you gather, produce a customer service plan for Innovative Widgets. Develop the customer service plan using the template provided in Appendix 1. Your customer service plan should include:
a. vision and mission statements that refer to Innovative Widgets’ provision of customer service
b. a list of internal and external customer types and their needs
c. product standards that include:
i. minimum safety requirements
ii. dimensions
iii. tolerances iv. pricing
v. material
vi. delivery
d. policies and procedures for:
i. gathering customer information and conducting market research to identify customer needs using the RATER model
ii. responding to customer complaints
iii. managing records and data.
3. Develop a short (no more than one page) reflection on your plan and how the design of your plan will work to achieve quality customer service and legal compliance and how your plan is consistent with best practice models and voluntary standards and codes of practice. In your reflection, you also need to summarise public relations and product promotion approaches that are appropriate for Innovative Widgets.
4. Submit the required documents for assessment as per the specifications below. Be sure to keep a copy for your records.
Specifications
You must provide:
? a customer service plan.
? a short (no more than one page) reflection on your development and design of a customer service plan.
Your assessor will be looking for:
? reading skills to gather and interpret organisational (Innovative Widgets) information
? writing skills to match your style of writing to the documents’ purpose and audience
? work skills to apply Innovative Widgets’ organisational needs to document production
? technology skills to prepare and present documents
? knowledge of legislation and regulation relevant to customer service
? knowledge of service standards and best practice models.
Adjustment for distance-based learners:
? no variation of the task is required
? a follow-up interview may be required (at the discretion of the assessor)
? documentation can be submitted electronically or posted in the mail.
Appendix 1: Customer service plan template
Innovative Widgets Customer Service Charter
Welcome to Innovative Widgets!
Our vision and mission:
Create a vision and mission statement that includes reference to customer services
Who are our customers?
Our internal customers are:
List Innovative Widgets’ internal customers Our internal customers require:
List these customers’ needs
Our external customers are:
List Innovative Widgets’ external customers Our external customers require:
List these customers’ needs
We’ll give you what you need … and more!
We promise to deliver a widget that’s right for your needs:
List relevant product quality specifications
We promise to support you:
List relevant customer service guarantees, e.g. related to time, cost and after-sales support
We’ve support our people to support you!
Innovative Widgets’ policies and procedures that support customer service include:
List relevant policies and procedures

Innovative Widgets
Customer support policy and procedure – collecting market research
Purpose Briefly explain the purpose of this policy
Scope Briefly explain which people or departments of Innovative Widgets this policy applies to
Resources Note whether there are procedures associated with this policy
Relevant legislation etc. List any legislation relevant to the application of this policy
Updated/
authorised Write the year this policy was approved, and who approved it
Customer support 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.
1.
2.
3.
4.
…

Innovative Widgets
Customer complaints policy and procedure
Purpose Briefly explain the purpose of this policy
Scope Briefly explain which people or departments of Innovative Widgets this policy applies to
Resources Note whether there are procedures associated with this policy
Relevant legislation etc. List any legislation relevant to the application of this policy
Updated/
authorised 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.
1.
2.
3.
4.
…

Innovative Widgets
Recordkeeping policy and procedure
Purpose Briefly explain the purpose of this policy
Scope Briefly explain which people or departments of Innovative Widgets this policy applies to
Resources Note whether there are procedures associated with this policy
Relevant legislation etc. List any legislation relevant to the application of this policy
Updated/
authorised Write the year this policy was approved, and who approved it
Recordkeeping 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.
1.
2.
3.
4.
…