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.

 

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The Toolkit contains the following practical and powerful enablers with new and updated Customer Service Excellence specific requirements:

STEP 1: Get your bearings

Start with…

  • 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:

  1. Are customer(s) identified and segmented according to their different needs and requirements?

  2. Have you found any ‘ground fruit’ or ‘low-hanging fruit’ for immediate remedies to the gap in performance?

  3. How can we best use all of our knowledge repositories to enhance learning and sharing?

  4. What tools were used to evaluate the potential solutions?

  5. What new services of functionality will be implemented next with Customer Service Excellence ?

  6. Design Thinking: Integrating Innovation, Customer Service Excellence Experience, and Brand Value

  7. What is the total cost related to deploying Customer Service Excellence, including any consulting or professional services?

  8. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?

  9. How do we Improve Customer Service Excellence service perception, and satisfaction?

  10. Is there a small-scale pilot for proposed improvement(s)? What conclusions were drawn from the outcomes of a pilot?

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:

  1. Change Request: Is it feasible to use requirements attributes as predictors of reliability?
  2. Probability and Impact Assessment: Who should be responsible for the monitoring and tracking of the indicators you’ve identified?
  3. Lessons Learned: How useful was the content of the training you received in preparation for the use of the product/service?
  4. WBS Dictionary: Are retroactive changes to budgets for completed work specifically prohibited in an established procedure, and is this procedure adhered to?
  5. Activity Duration Estimates: Are tools and techniques defined for gathering, integrating and distributing Customer Service Excellence project outputs?
  6. Activity Duration Estimates: Are costs that may be needed to account for Customer Service Excellence project risks determined?
  7. Process Improvement Plan: Have the frequency of collection and the points in the process where measurements will be made been determined?
  8. Initiating Process Group: Do you understand all business (operational), technical, resource and vendor risks associated with the Customer Service Excellence project?
  9. Executing Process Group: How do you enter durations, link tasks, and view critical path information?
  10. Human Resource Management Plan: Is a PMO (Customer Service Excellence project Management Office) in place and provide oversight to the Customer Service Excellence project?

 
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

 

Results

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:

 

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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.