Unit 4 Assignment Template: The Customer Service Plan for PlaySMART Toys
Existing Customer Service Plan to date:
Mission: To make toys that kids of all ages love.
Vision: To make all PlaySMART toys environmentally friendly by 2025.
Values: We value safety, health, and the planet.
Results of SWOT completed in the last month:
>There are two new competitors entering the market with high-technology toys and games.
>There are only 6 CSRs working 8-hour shifts in-house, and costs are very high.
>Recently there have been some new customers accessing the website and ordering from Asia.
Department Goals (as seen in the SWOT Analysis table below):
-Increase customer satisfaction by 20%.
-Answer all calls right away.
-Build our customer base through social media in the next 6 months.
-Create a new line of interactive toys by the end of the year.
-Reduce customer complaints.
-Evaluate results on a timely basis.
Target Customers:
Children in the United States (U.S.) ages 114.
We will gather extensive data via the website on an hourly basis.
Value Proposition:
We will provide an incentive plan, Valued Customer Rewards, based on points customers garner from writing reviews of products on the website.
Customer Interface:
We provide a website and company blog.
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Assignment: Enter your responses from here onward in a total of 500 words minimum, remembering to use a minimum of one short journal article citation. When your responses are complete, erase this first page.
1. Enter your SMART version of the existing goals.
Instructions:
Read the existing customer service plan provided in the PlaySMART Toys template document on the resources tab.
Checklist:
First, read through and analyze the company’s existing mission, vision, and values statements as seen above.
Then revise the SMART goals and describe these goal improvements for this preliminary customer service plan.
Using a graphic of your choice (see the instructions in the PlaySMART document above), show the process and briefly describe each of the process steps the customer service department will use to achieve the SMART goals (Use toolbelt tabs 1, 3, and 5).
Analyze and complete the target customer section of the plan specifying also how you will obtain the data you need to learn more about the customer.
Complete the value proposition (CSR tool 6) and customer interface (including website) sections.
Customer interface: Consult the website checklist and the customer service experience life cycle (Tab 5 of CSR toolbelt), but do not copy.
Personnel: Describe the personnel needed.
Use a minimum of one Purdue University Global Library database journal article to support your plan and provide a short APA citation and accompanying reference on a separate reference page.
