ASSESSMENT TASK 1

You need to make a charter for a fictitious company and explain the following

Introduction

A brief description on what you going to do in whole Task explaining what is Company charter and its use to company and customer.

Company information or background

A brief description on company chosen, its marketplace, products and its operations.

Body of Report to Include headings

Purpose of Charter:

Understands customer service principles and appeals

Purpose also includes Customer rights and obligations

It should also include Company rights and obligations towards customer

Customer Service Goals and Principles (Please note you can look online few existing

companies' charter as a guidance to form for your fictitious company)

Create goals and principles for your fictitious company

Commitments to customer service or customer service charter

Customer Rights

What are customer rights as being a customer of your company

Complaints and Appeals:

feedbacks procedures

Complaint procedures

Contact Details Conclusion References

Note : Please make presentation slides out of your charter and add the print out to your assessment.

ASSESSMENT TASK2

Create a customer service Plan

You are required to choose company/industry of your choice could be from your work experience. You are advised to choose the same company you have chosen in Task 2 where you have developed customer service charter which can be used in this task too.

Executive summary:

Overview of plan explaining company activities and operations where you will be creating the customer service plan.

This report provides an overview of the customer service plan of my company Coffee Ape.

It starts off by mentioning our business goals and objectives, which states what my business is about and what are its main objectives. This is followed by our core principles and fundamental values, making mention of what we believe in as essential in our delivery of our products and services.

Next, our customer service strategy and customer service charter spelt out our methodologies to provide quality customer service and what customers can expect from us as a business. The main objective of these methodologies is customers' satisfaction as a final outcome.

Following this, the report talked about the action plans that will be implemented to ensure that our strategies can be realized. Key actions, required resources and time were identified to enable the best possible delivery of our customer service.

The report also highlighted the performance monitoring and measurement of staff servicing our external customers. It also covered performance areas of our internal customers like our suppliers (eg. Coffee beans, milk, cups, etc) and technical support (coffee machine maintenance, website), and how other related resources are managed to ensure these are supporting our quality customer service to the maximum.

In conclusion, the report lists out the various forms of performance measurement tools that we used to collect valuable feedback from our customers as well as our partners to ensure that we meet the their satisfaction at every level as much as possible. 5

Goals and objectives

Coffee Ape's goals and objectives are as follows:

Become the mobile cafe of choice bringing excellent coffee and food to workplaces on weekdays and catering for special functions and events on weekends.

Provide quality customer service to ensure return customers

To turn in a profit of 15% in its first year of operation

Core principles and fundamental values

Coffee Ape is committed to values such as business excellence, passion, quality, integrity and leadership which allow them to navigate challenges and provide for future opportunities. These core beliefs start with their commitment to their products and their employees.

Coffee Ape rewards excellence and cherishes loyalty. The mobile caf will work with its employees to build strong businesses and a secure future.

Coffee Ape is committed to sustaining the environment by ensuring our vehicles cut down on CO2 emissions and electrical gadgets are run on solar energy. Our used coffee grounds do not end up as landfill, but in promising projects like the "Coffee Ground Roads".

https://www.newscientist.com/article/2086510-recycled-coffee-grounds-could-make-roads-smoother-and-greener/

Customer service strategy: Product Knowledge

Everyone working at Coffee Ape is a professional Barista who knows more about coffee than the average person. It is their job to be well informed and know how to treat the products on a daily basis.

That ensures that every customers question can be answered immediately in a very professional manner.

Customer Interaction

We have chosen our employees not only on their skills in making high quality coffees but also on how well they interact with customers. That way it will be an enjoyable service for the customer and our employees.

Feedback procedure

Resolve customer issues at their first point of contact. We empower our employees to make our customers happy! 6

Every Employee represents our Company! This means we ensure that every customer feels happy when dealing with us. Making the Customer happy with our products and our service is our main goal.

Best Quality Products

Use ONLY quality coffee beans from Organic and Fairtrade Coffee plantations and fresh food from locally grown fresh produce to ensure that customers are served the best coffee and food items.

State purpose and objectives that include customer satisfaction as outcome

Customer service charter:

Company information or background

We are the CoffeeApe, a mobile cafe on the basis of aPiaggioApe! Our aim is to bring coffee to you, other than you having to search for it!

But it is not only coffee. We make teas, juices, pastry and sandwiches, too.

On week days we come to your workplace and on the weekends we cater for any event you may have: Birthdays, Weddings, Bar Mitzvahs, whatever it is you name it and we come!

Purpose of Charter:

We as a mobile coffee bar deal with you as our customer from the beginning of your booking till the end of the event. At first you will book us online or on the phone. We will deal with you in a professional and respectful manner. After your booking is done you will receive a confirmation email outlining all the key points of your booking.

At the event we will deal with you and all your guests in a professional and respectful manner.

Before every event we brief our staff according to the upcoming event. After each event we will review with our staff members how everything went.

After that we will be in contact with you and ask for your feedback.

Customer Service Goals and Principles

Our principles are to serve you in a respectful manner when you are booking us

When you are ordering a coffee you will be dealt with respect

Every product we serve you, has passed our intern high quality tests

All our staff members are trained to act in a professional manner

From the beginning till the end we have the same service standards

7

Customer Rights

Your rights are to complain whenever necessary (see point Complaints and Appeals)

You can expect to be dealt with when booking, in a professional manner

You can expect to be treated in a respectful manner

As we stand with our name for quality coffee and products you will be served with thus mentioned quality

All our staff members are trained to act in a professional manner

From the beginning till the end we have the same service standards

Complaints and Appeals:

You can give us feedback at any time on the spot

If you are more of a social media person you can give us feedback on Facebook, Instagram, email or our Website

Complaint Procedures

We will review your complaints, analyse them and come back to you as soon as possible. We will discuss with all of our Team members, what happened and how we can resolve it so it will never happen again. Depending on how bad the complaint was, we will reimburse you appropriately.

Contact Details

Coffee Ape

7 Flockhart Street

Abbotsford 3067 C..e@gmail.com

Telephone: +61145987

Facebook: Coffeeapepage/facebook.com

Conclusion

You are the key to our business. Without our key we cannot unlock our business. Therefore you mean everything to us! 8

Implementation/action plans:

Identify key actions, required resources and time

Performance monitoring and measurement

Identify key areas that you will use to monitor staff performance and how you are going to measure performance.(refer to information in presentation slides session 3)

Customer service team and other resources

Identify who might be in your customer service team (if any)

How are related resources managed such that it will support your quality customer service

Performance Measurements

(for e.g. feedback forms, after sale services)Customer satisfaction measurement tools: handling and resolving customer complaints and evaluating customer satisfaction, Customer surveys etc)