Play SMART Toys Customer Service Plan to date:
Mission: To make toys that kids of all ages love.
Vision: To make all Play SMART 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.
Process the customer service department will use to achieve these goals
Target Customers:
Children in the Unites States (U.S.) ages 1–14.
We will gather extensive data via the website on an hourly basis. Seeing as our target customers are kids aged between 1-14 years, parents are in the equation too. To attract both of them, a range of toys is required to encourage development, inspire imagination and creativity and of course for the children to have fun with. The complexity of the toys and story books and games we offer increases with age and so does the focus on more skill and talent developmental items.
Our toys are grouped in age ranges of 1-2 years, 2-3 years, 3-6 years, 6-9 years, 9-12 years and 12-14 years. Balls, stacking shapes, story books, dress up dolls and accessories, action figures, comics, playhouses, art supplies, sporty equipment board games, musical instrument, play vehicles, puzzles, stuffed animals and hand and finger puppets are among the things we offer.
Value Proposition
We will provide an incentive plan “Valued Customer Rewards” based on points customers garner from writing reviews on products on the website.
Not only does this reward system allow the company to acquire feedback but it also makes customers feel important as they voice their opinions. Also, the company gets a chance to identify its weaknesses, with customer problems, strengths, with customer compliments, opportunities with customer suggestions and threats when customers compare their products to those of other companies in the industry.
Customer Interface:
We provide a website and company blog
The quality of customer interface influences customer loyalty. The website and company blog are interfaces through which the customers will be able to voice complaints, compliments, and requests. Chang and Chen (2008), argue that such interfaces generate e-loyalty.
The website and blog will increase convenience for the customers and also for the company when it comes to data collection for the survey intended in the goals. Switching costs, customization, interaction, convenience, and character also becomes easier with these interfaces and increase customer loyalty (Chang & Chen, 2008).
Reference
Chang, H. & Chen, S. (2008). The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator. Computers In Human Behavior, 24(6), 2927-2944. http://dx.doi.org/10.1016/j.chb.2008.04.014
