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: Our internal customers require:

List Innovative Widgets’ internal customers List these customers’ needs

Our external customers are: Our external customers require:

List Innovative Widgets’ external customers 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 List any legislation relevant to the application of this policy

legislation etc.

Updated/ Write the year this policy was approved, and who approved it
authorised

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 List any legislation relevant to the application of this policy

legislation etc.

Updated/ Write the year this policy was approved, and who approved it
authorised

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 List any legislation relevant to the application of this policy

legislation etc.

Updated/ Write the year this policy was approved, and who approved it
authorised

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.