Customer Service Plan Template: Vision
Customer Service Plan Template: Vision
Customer Service Plan Template: Vision
Vision
For BizOps Enterprises it is relevant to ensure quality customer service for each of
the consumers. This will be based on a continuous feedback service with the client
to ensure the fulfillment of their expectations.
From this, the customer service policy is established as the base tool and guideline
in this area.
Übersicht
The present customer service plan for BizOps Enterprises is carried out around
investigating and solving two problems presented in front of customer service.
These two problems are related to compliance in the delivery of products and the
communication system in consumer information records.
Through this plan it is expected to improve the customer service system, improving
the associated indicators and in turn eliminating these failures evidenced by
customers.
Objectives
2. Increase the consumer satisfaction score by 10% for the next quarter.
Customer definition
Customer Segment:
Individuals over 18, with access to the different online communication channels
and with a preference for fast and agile processes through virtual platforms.
deadlines, product quality and in general the attention and after-sales service
offered by organizations.
Customer feedback
The information on which the plan has been established rests on the following
documents:
Gap analysis
After the preliminary investigation of the current situation of BizOps Enterprises, the
following gaps in its customer service process can be determined.
There is no appropriate charge manual for the different tasks in the storage
and customer service areas.
Improvement strategies
4. Audit and reengineering process to the product distribution and delivery system.
It is essential to carry out this customer service plan, to have customer feedback.
Therefore, it is established within item (3), an expansion of the communication
channel with the incorporation of a business account in social networks, the use of
live chat and forms or after-sales surveys with all customers.
Communication processes
The strategy described above will require a commitment by all levels of hierarchy
from senior management to the last positions. The use of the intranet is proposed
to send communications about the changes and improvements that will be made,
in addition to scheduling partial meetings with the different parties involved in the
process.
It is necessary to have time slots that allow our employees to be sensitized to the
respective changes. For example, changes in customer service policy that are
carried out. These meetings are indicated should be poorly structured and with a
total intervention of all, the objective is to perceive the reactions of the employees
to the changes and listen to the contributions that can complement and strengthen
our plan according to their experience (tacit information).
Time lines
Implementation Schedule
This customer service plan is contemplated to be carried out during an initial (pilot)
The pilot plan will be carried out with all members of the customer service area for
the company's online sales service. A two-week socialization process will be
carried out with all employees to start operations in the third week.
The first tasks to be carried out will be the creation or update of the corresponding
charge manuals, focused on changes in the customer service policy (until the
second month). At the same time the updating of the platforms and the
incorporation of the new communication channels will be carried out.
An observation process will be carried out in the last month to define the
advantages and disadvantages of the proposal and to be able to reformulate the
errors found before incorporating the plan throughout the organization
Training schedule
Budget
Since the proposal to improve customer service implies a high economic effort, the
values presented here are approximations and its approval will depend on senior
management to carry out the entire project.
Summary
Finally, given the economic margin required for the total implementation
of the proposal, it is necessary to point out key aspects that must be vital
to find an improvement in customer service.