customer service plan - ngo

8/18/2019 Customer Service Plan - NGO

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Customer

Service Plan


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Table of Contents

1.0 Introduction................................................................................................................................3

2.0 Customer Service Plan...............................................................................................................3

2.1 Vision and Mission of Internal and External Customers...........................................................3

2.2 Product Standards......................................................................................................................4

2.2.1 Product Dimensions................................................................................................................4

2.2.2 Product Pricin.......................................................................................................................4

2.2.3 Product Material.....................................................................................................................!

2.2.4 Product Deliver".....................................................................................................................!

3.0 Policies and Procedures.............................................................................................................!

3.1 #$%E# Model...........................................................................................................................!

3.2&eed'ac( S"stem........................................................................................................................)

3.3 Manain #ecords and Data......................................................................................................*

4.0 +ualit" of customer service.......................................................................................................*

Conclusion.......................................................................................................................................,

#eference -ist..................................................................................................................................

List of Figures

&iure 1/ rous of Customers........................................................................................................4

&iure 2/ #$%E# Model..................................................................................................................)

&iure 3/ &eed'ac( S"stem..............................................................................................................*

&iure 4/ +ualit" of Customer Service............................................................................................,


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1.0 Introduction

$ccordin to Cris $dali(u 520126 Customer Service Plan consider as one of te most

imortant factors in te entire mar(et. enerall" after7sales service of an" oods and services of

an" articular coman" is termed as te Customer Service. $ll te comanies deendin uon

te nature of te 'usiness develos different (inds of customers care lan services. %ere are to

imortant factors ic found in te entire customer service lan is Customer Relationship

Management and Customer Retention Policies. Customer 'ond manaement is te teor" of

maintainin a ood and coordinal relationsi amon all te customers and on te oter and

te concet of te customer retention olicies defined as te concet of repurchasing.

2.0 Customer Service Plan

2.1 Vision and Mission of Internal and External Customers

Mission and Vision for Internal Customer

!tions "escri!tions

Mission Inite te fire of umanit" itin self.

Vision $ 'ride 'eteen an unemlo"ed and te societ"

Mission and Vision for External Customers

!tions "escri!tions

Mission Creatin a lastin solution to unemlo"ment

Vision $ orld itout uner overt" and unemlo"ment

$s er 8urt9 et al. 520126 in eneral tere are to (inds of customers resent in te entire

mar(et. :ne is te external customers and anoter one is te internal customers. External

customers are te main customers of ever" 'usiness firms. %e mission and vision of te


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customers are more imortant it resect it external customers. External customers are tose

customers ic are found 'e"ond te 'oundar" of te orani9ation 5%orson and Duff" 20126.

:n te oter and te concet of te internal customers is tose customers ic are found

inside te orani9ation. %e external customers are te ultimate customers of te orani9ation.

$ll te comanies needs to 'e more emasi9ed on te demands and ants of te external

customers as it is teir rimar" mission. $ll te orani9ations deendin uon te nature of te

'usiness needs to conclude te mission and vision of 'ot te external customers as ell as te

internal customers.

Figure 1# $rou!s of Customers

5Source/ ;u"en et al. 2012 7!3!6

Internal

Customers

External

Customers


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2.2 Product Standards

%ere are some secific rules and reulations reardin all te roducts 5;u"en et al. 20126

Deendin uon te nature of te 'usiness all te comanies follos some 'asic rules and

reulation in order to maintain roduct standard. Some 'asic standards are maintained '" all te

comanies.

2.2.1 Product "imensions

Product dimensions mean te secifications of te roduct. %o ma(e te roduct attractive te

concet of roduct dimensions is alica'le. e ill ma(e sure

tat ;: is ersona'le and connects it investors and oter eole. %e messae e are tr"in

to ive must ma(e an imact and for tat e ill 'e arranin fund raisin events at local

villaes and small tons to cature te imae of local eole and ive tem a cance for start7

us and e ill also arrane i end seminars to cature comanies= attention.

2.2.2 Product Pricing

$ccordin to 8otler and $rmstron 520126 ricin is as one of te most imortant factors in te

entire mar(et. $t resent tere are four 'asic (inds of mar(etin structures. Deendin uon te

re?uired mar(et formation all te orani9ation deendin uon te scener" of te 'usiness

adots different (inds of ricin strateies. %ere are to main o'@ectives of te orani9ation

58otler et al. 20126. %e first o'@ective is to increase te sales and on te oter andA te second

o'@ective is to increase te rofit marin. If an" articular coman" ants to maintain tese to

o'@ectives te articular coman" needs to imlement a uni?ue ricin strate". :ur ;: needs

to adot a continuous rocess in te entire ricin strateies. >e ill use $'ilit" to a" strate"

for our service and te reason for usin tis strate" is to create a sense in customer=s minds tat

e (no tem and e care for tem and e ave comlete information a'out tem and eole

can donate as er teir income if te" ant to.


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2.2.% Product Material

Product material means maintainin te ?ualit" of te roducts. %e @o' of te coman" is to

maintain a ood ?ualit" level it a uni?ue ricin strate". >e ill also use follo te mone"

strate" and allo donors to dictate te scoe and direction of our strateies and activities or else

e ill not receive an" funds as te old sa"in oes B


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for fundraisin. If a customer as an" comlaint ten it can contact us at an" time '" an" means.

$nd e ill also ma(e sure tat if customer as an" idea a'out our ;: ten e ill invite

tem for discussion. %ani'ilit" ill come en e ill ave 'ill'oards lin(in it oular

comanies and restaurants and oter 'rands ere a urcase ill result in a ercentae amount

of donation to our ;:. %en e ill lin( it oular 'an(s for ma(in donations and our

social media aes ill 'e desined and udated reularl". ;ext is our office ic ill ave

various 'rances in te cit" as ell as su'ur's too. #elia'ilit" ill 'e created en e ill

create an imae in te minds of consumers '" invitin for umanitarian or(s and

communicatin tem trou social media. :ur emlo"ees ill 'e trained carefull" tat te"

deict emat" to suort tis rater model and e ill 'e remem'erin tem on ever" occasion.

&or $ssurance e ill ma(e sure tat our social media ae is udated reularl" and media

deicts our ood imae. Secondl" e ill also ma(e sure tat e send otos of events and

(ee our investors and donors udated for future and ucomin events. #esonsiveness an"

suestions and ideas ill 'e elcomed at our ;: and eole o need our services can come

to us directl" for el.

Reliability

Assurance

Tangibl e

Empathy

Responsiveness

()*E( Model


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Figure 2# ()*E( Model

5Source/ Daniel and Sara 2012 723!6

%.2Feed+ac, S'stem

%o 'uild a stron customer service lan all te comanies needs to install a roer feed'ac(

s"stem. %e @o' of tis articular feed'ac( s"stem is to anser all te ?ueries of te customer

itin a secific time 5Daniel and Sara 20126. %ere are to (inds of te feed'ac( s"stem. :ne

is te ositive feed'ac( 'ac( s"stem and te oter one is te neative feed'ac( s"stem. $ll te

comanies need to ive more emasi9e on te neative feed'ac( s"stem. &eed'ac( s"stem

els te entire orani9ation to conclude a'out te different (inds of lans and roceedins of

different emlo"ees ic is used for customer service lan. >e ill ma(e sure tat e also our

sta(eolders in decision ma(in '" listenin to tem rovidin tem comlete information. :ur

;: feed'ac( s"stem ill ut local eole comanies and tose o ill et el from us in

te drivin seat and te" ill 'e a'le to comment on te folloin factors/

• +ualit" and ?uantit" of services eole received

• Emlo"ee attitude toards tem

• %e credi'ilit" and understandin of te ;:

• o eole=s lives ave caned it te entr" of our ;:


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Figure %# Feed+ac, S'stem

5Source/ Daniel and Sara 2012 723!6

%.% Managing (ecords and "ata

$ll te comanies need to maintain a roer customer data'ase manaement. %is data 'ase

s"stem ill maintain all te records and data of te customers. Maintainin a roer data'ase

s"stem ill ensure te coman" to (ee te entire s"stem udated. :ur ;: ill ave a

comlete record of eac and ever" donor ic te" can access from an"ere and an"time.

%e" can also see tat ere teir donation as 'een used u and o teir donations are

canin eole=s lives. It ill also el us to send altered romotions as er customer needs andants.

&.0 -ualit' of customer service

In order to maintain a ood ?ualit" in te customer care service all te comanies deendin

uon te nature of te 'usiness emasi9e on to articular factors one is te customer retention

olic" and on te oter and is te customer relationsi manaement. %ese to factors

related it eac oter 5Dr.(.vanita 20126. If te customer relationsi manaement

maintained roerl" it ould increase in maintainin te customer retention olic". %ese are

te to factors ic ill ensure te develoment of stron customer=s service lan.


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media. .

Figure -ualit' of Customer Service

5Source/ Dr.(.vanita 2012 72)!

(eflection Plan

Startin from te customer retention at e ave decided is to send a creative donor elcome

ac( and uni?ue ne donor tan( "ou ac(aes send eartfelt and7sined tan(7"ou notes

romtl" ic ill 'e ritten '" us and eole o 'enefited from teir donation and ma(e

tem as ersonal as ossi'le. :ter tan tis e ill create and u'lis a donor7driven stor"7

focused nesletter ?uarterl" in a "ear and invite donors to all our events to create a feelin tat

e do not need tem for monetar" urose onl" 'ut to ma(e tem reali9e tat o te" are

actuall" creatin tis orld a 'etter lace.

Customer

Retention

Policy

Customer

Relationshi

p

Managemen

t

Customer

Relationshi

p

Managemen

t

Customer service


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&or us #7E7S7P7E7C7% is te (e" to donor retention/

(es!ect donor ants and at te" ave donated no matter its lare or minimal a sinle dro of

ater also contri'utes in ma(in a sea.

Enlist "our &undraisin colleaues in a sements so eac one of tem ets te correct offer and

romotion ever" time.

Startu! a donor advisor" 'oard onlineoffline ere our emlo"ees and donors ill 'e a'le to

el ne'ies and oter donors and te" can also rovide suestions and ma(e comlaints.

Put toeter a team ic listens to donors

Execute a s"stem to record sare and anal"9e donor=s information trouout our ;:

CourseCorrect at an" time and ailit" to cane a fundraisin strate" to at donor ants

rit no.

*a,e a collection of at is not or(in and as( te donor advisor" 'oard and donors

temselves tat o to ma(e it 'etter.

Conclusion

%is toic mainl" deals it te lan of customer service. Different (inds of teories and

concets alied in order to develo a stron customer service lan. %e to main factors

Customer #etention and on te oter and Customer #elationsi manaement strateies for an

;: are diversified in tis articular assinment.

(eference List

Cris $dali(u. FCustomer #elationsi Manaement $nd Customer SatisfactionF. Afr. J. Bus.

Manage. ).22 520126/ n. a. >e'.

Daniel Sara. Principles Of Marketing . GS.l.H/ 8endall unt 2012. Print.


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Dr.(.vanita Dr.(.vanita. FCustomer #elationsi Manaement :n Customer SatisfactionF. IJSR

3.4 520126/ 173. >e'.

8otler Pili and ar" $rmstron. Principles Of Marketing . estern Cenae

-earnin.

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