See attachment 4

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 1–14.

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.

Customer Service Department Goals	Your Revised SMART Goals
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.

2. Now show the process the Customer Service Department will use to achieve these SMART goals (referencing the Customer Service Experience Life Cycle from your Reading area), by adding a process graphic. Add a process graphic by accessing the Insert tab at the top of this document. Select SmartArt®, and then select Process from the left-hand menu and choose the editable process graphic you want to use.

[If you wish to add another diagram process step, just right click on the last box and you should see the option to add a shape. If you hover over “add a shape,” you should see the option to add this shape before or after the last one. You can also copy the three existing graphics boxes and put a copy of these below to add on multiple sets. You can add as many as you feel necessary. Erase these instructions before submission.]

3. Target Customers:

[Insert description based on customer life stages and demographics. (You will surmise this information.) For further help, consult the Unit 4 Reading: The Customer Service Plan.]

4. Value Proposition: Reference the Customer Service Experience Life Cycle:

Explain how they can provide value to the customer.

5. Customer Interface: [Consult the Website Checklist and Customer Service Experience Life Cycle (Tab 5 of CSR Tool Belt) but do not copy.]

6. Personnel: Describe the personnel needed.

7. 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.

Submit your completed APA -formatted and citation-styled Assignment document to the Unit 4 Dropbox.

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