Save time, empower your teams and effectively upgrade your processes with access to this practical Customer Service Excellence Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Customer Service Excellence related project.
Download the Toolkit and in Three Steps you will be guided from idea to implementation results.
The Toolkit contains the following practical and powerful enablers with new and updated Customer Service Excellence specific requirements:
STEP 1: Get your bearings
- The latest quick edition of the Customer Service Excellence Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.
Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…
- Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
Then find your goals…
STEP 2: Set concrete goals, tasks, dates and numbers you can track
Featuring 715 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Service Excellence improvements can be made.
Examples; 10 of the 715 standard requirements:
- How will effects be measured?
- Is there a Customer Service Excellence management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?
- How much are sponsors, customers, partners, stakeholders involved in Customer Service Excellence? In other words, what are the risks, if Customer Service Excellence does not deliver successfully?
- How often are the team meetings?
- Do you see more potential in people than they do in themselves?
- Is key measure data collection planned and executed, process variation displayed and communicated and performance baselined?
- In a project to restructure Customer Service Excellence outcomes, which stakeholders would you involve?
- What are the agreed upon definitions of the high impact areas, defect(s), unit(s), and opportunities that will figure into the process capability metrics?
- In the past year, what have you done (or could you have done) to increase the accurate perception of this company/brand as ethical and honest?
- Have benefits been optimized with all key stakeholders?
Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:
- The workbook is the latest in-depth complete edition of the Customer Service Excellence book in PDF containing 715 requirements, which criteria correspond to the criteria in…
Your Customer Service Excellence self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:
- The Self-Assessment Excel Dashboard; with the Customer Service Excellence Self-Assessment and Scorecard you will develop a clear picture of which Customer Service Excellence areas need attention, which requirements you should focus on and who will be responsible for them:
- Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
- Gives you a professional Dashboard to guide and perform a thorough Customer Service Excellence Self-Assessment
- Is secure: Ensures offline data protection of your Self-Assessment results
- Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:
STEP 3: Implement, Track, follow up and revise strategy
The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Customer Service Excellence projects with the 62 implementation resources:
- 62 step-by-step Customer Service Excellence Project Management Form Templates covering over 6000 Customer Service Excellence project requirements and success criteria:
Examples; 10 of the check box criteria:
- Activity Attributes: Does the organization of the data change its meaning?
- Procurement Audit: Was the admissibility of variants displayed in the contract notice?
- Risk Audit: Do you promote education and training opportunities?
- Process Improvement Plan: If a Process Improvement Framework Is Being Used, Which Elements Will Help the Problems and Goals Listed?
- Risk Audit: What programmatic and Fiscal information is being collected and analyzed?
- Stakeholder Management Plan: What is the primary function of the Activity Decomposition Decision Tree?
- Probability and Impact Matrix: What will be the likely political situation during the life of the Customer Service Excellence project?
- Procurement Management Plan: Are the Customer Service Excellence project team members located locally to the users/stakeholders?
- Quality Management Plan: How effectively was the Quality Management Plan applied during Customer Service Excellence project Execution?
- Lessons Learned: How well did the scope of the Customer Service Excellence project match what was defined in the Customer Service Excellence project Proposal?
Step-by-step and complete Customer Service Excellence Project Management Forms and Templates including check box criteria and templates.
1.0 Initiating Process Group:
- 1.1 Customer Service Excellence project Charter
- 1.2 Stakeholder Register
- 1.3 Stakeholder Analysis Matrix
2.0 Planning Process Group:
- 2.1 Customer Service Excellence project Management Plan
- 2.2 Scope Management Plan
- 2.3 Requirements Management Plan
- 2.4 Requirements Documentation
- 2.5 Requirements Traceability Matrix
- 2.6 Customer Service Excellence project Scope Statement
- 2.7 Assumption and Constraint Log
- 2.8 Work Breakdown Structure
- 2.9 WBS Dictionary
- 2.10 Schedule Management Plan
- 2.11 Activity List
- 2.12 Activity Attributes
- 2.13 Milestone List
- 2.14 Network Diagram
- 2.15 Activity Resource Requirements
- 2.16 Resource Breakdown Structure
- 2.17 Activity Duration Estimates
- 2.18 Duration Estimating Worksheet
- 2.19 Customer Service Excellence project Schedule
- 2.20 Cost Management Plan
- 2.21 Activity Cost Estimates
- 2.22 Cost Estimating Worksheet
- 2.23 Cost Baseline
- 2.24 Quality Management Plan
- 2.25 Quality Metrics
- 2.26 Process Improvement Plan
- 2.27 Responsibility Assignment Matrix
- 2.28 Roles and Responsibilities
- 2.29 Human Resource Management Plan
- 2.30 Communications Management Plan
- 2.31 Risk Management Plan
- 2.32 Risk Register
- 2.33 Probability and Impact Assessment
- 2.34 Probability and Impact Matrix
- 2.35 Risk Data Sheet
- 2.36 Procurement Management Plan
- 2.37 Source Selection Criteria
- 2.38 Stakeholder Management Plan
- 2.39 Change Management Plan
3.0 Executing Process Group:
- 3.1 Team Member Status Report
- 3.2 Change Request
- 3.3 Change Log
- 3.4 Decision Log
- 3.5 Quality Audit
- 3.6 Team Directory
- 3.7 Team Operating Agreement
- 3.8 Team Performance Assessment
- 3.9 Team Member Performance Assessment
- 3.10 Issue Log
4.0 Monitoring and Controlling Process Group:
- 4.1 Customer Service Excellence project Performance Report
- 4.2 Variance Analysis
- 4.3 Earned Value Status
- 4.4 Risk Audit
- 4.5 Contractor Status Report
- 4.6 Formal Acceptance
5.0 Closing Process Group:
- 5.1 Procurement Audit
- 5.2 Contract Close-Out
- 5.3 Customer Service Excellence project or Phase Close-Out
- 5.4 Lessons Learned
With this Three Step process you will have all the tools you need for any Customer Service Excellence project with this in-depth Customer Service Excellence Toolkit.
In using the Toolkit you will be better able to:
- Diagnose Customer Service Excellence projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
- Implement evidence-based best practice strategies aligned with overall goals
- Integrate recent advances in Customer Service Excellence and put process design strategies into practice according to best practice guidelines
Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.
Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’
This Toolkit empowers people to do just that – whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc… – they are the people who rule the future. They are the person who asks the right questions to make Customer Service Excellence investments work better.
This Customer Service Excellence All-Inclusive Toolkit enables You to be that person:
Includes lifetime updates
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.