Assignment_Unit04.docx MT221 Completing a Customer Service Plan Purdue University Glo

Assignment_Unit04.docx    MT221  Completing a Customer Service Plan  Purdue University Global MT221: Customer Service   Mission: To make toys that kids of all ages love to have and play with. To provide a toy that children are 100% happy to have and play with. To provide a toy that allows them to learn and have fun simultaneously.  Vision: To make all Play SMART toys environmentally friendly by 2025. To acquire the new toy line that is unique, teaches valued information to the adolescent, and lets the child enjoy the learning experience.  Values: As a company we strongly value safety, health, and being planet conscientious &  friendly.  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: