Introduction: In your reading, Seminar, Discussion Board, and learning activities, you looked at the customer service plan and all that is involved in creating the plan. You discussed and practiced with a preliminary SWOT analysis to determine what issues must be addressed to keep the company on track and competitive in the environment in which it exists. You will now analyze an existing preliminary customer service plan outline for a toy company.
Make sure you have reviewed the reading and the customer service plan in the learning activities before you start the assignment. To access the database journal article for your required citation (see checklist items below), please access the Purdue University Global Library located in the Academic Tools area of the course room.
Scenario: PlaySMART Toys, up until just recently, was making most of their toys using plastic. But the move to environmentally friendly materials is increasingly demanded by customers. As of today [the date of the start of the unit], they put a policy in place that states that anyone who has purchased any hard plastic toys in the last 6 months, can have a more environmentally friendly version of the toy sent to them for half-price. But the CEO realized that there are other problems at the company. So he had one of his best marketing analysts create a SWOT analysis of some of the problems concerning their downward trend in sales and their Customer Service Department.
Instructions:
Read the existing customer service plan provided in the PlaySMART Toys template document on the Scenario Template and Rubric tab.
Checklist:
- First, read through and analyze the company’s existing mission, vision, and values statements.
- 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 Global Library database journal article to support your plan and provide a short APA citation and accompanying reference on a separate reference page.
Scenario Template:
- Read the existing customer service plan provided in the PlaySMART Toys template document.
- Consult the Website checklist and the customer service experience life cycle (tab 5 of CSR toolbelt), but do not copy.
Submission instructions:
Complete the provided customer service plan using a minimum of 2 pages (500 words) with an additional title and reference pages. Format your sections so that there are a minimum of 2 paragraphs for each section (i.e., where an explanation is needed) consisting of at least 3–4 sentences in each paragraph. Make sure your responses are logical and provide all necessary information addressing all of the checklist items including the minimum of one short journal article citation.
Submit your completed APA formatted and citation-styled assignment document to the Unit 4 Dropbox. For help with APA, see the Academic Tools area, and select Academic Writer.
Requirements:
- Title page
- 12-point Times New Roman font
- Reference page
- Double-spaced