Save time, empower your teams and effectively upgrade your processes with access to this practical Customer Service Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Customer Service 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 specific requirements:
STEP 1: Get your bearings
- The latest quick edition of the Customer Service 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 919 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 improvements can be made.
Examples; 10 of the 919 standard requirements:
- What is our theory of human motivation, and how does our compensation plan fit with that view?
- Do those selected for the Customer Service team have a good general understanding of what Customer Service is all about?
- What evaluation strategy is needed and what needs to be done to assure its implementation and use?
- What are the costs of reform?
- What does the ‘should be’ process map/design look like?
- Is there any reason to believe the opposite of my current belief?
- Who controls critical resources?
- Does Customer Service appropriately measure and monitor risk?
- What are our Customer Service Processes?
- Do you see more potential in people than they do in themselves?
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 book in PDF containing 919 requirements, which criteria correspond to the criteria in…
Your Customer Service 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 Self-Assessment and Scorecard you will develop a clear picture of which Customer Service 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 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 projects with the 62 implementation resources:
- 62 step-by-step Customer Service Project Management Form Templates covering over 6000 Customer Service project requirements and success criteria:
Examples; 10 of the check box criteria:
- Procurement Audit: Where required, were candidates registered as approved contractors, suppliers or service providers or certified by relevant bodies?
- Stakeholder Analysis Matrix: Is changing technology threatening our organizations position?
- Risk Audit: Have all possible risks/hazards been identified (including injury to staff, damage to equipment, impact on others in the community)?
- Scope Management Plan: Are individual tasks of reasonable time effort (8–40 hours)?
- Probability and Impact Matrix: While preparing your risk responses, you identify additional risks. What should you do?
- Project Schedule: How can you minimize or control changes to Customer Service project schedules?
- Risk Audit: What events or circumstances could affect the achievement of your objectives?
- Procurement Management Plan: Is the Customer Service project schedule available for all Customer Service project team members to review?
- Probability and Impact Assessment: What should be the gestation period for the Customer Service project with specific technology?
- Team Operating Agreement: Do you leverage technology engagement tools group chat, polls, screen sharing, etc.?
Step-by-step and complete Customer Service Project Management Forms and Templates including check box criteria and templates.
1.0 Initiating Process Group:
- 1.1 Customer Service project Charter
- 1.2 Stakeholder Register
- 1.3 Stakeholder Analysis Matrix
2.0 Planning Process Group:
- 2.1 Customer Service 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 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 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 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 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 project with this in-depth Customer Service Toolkit.
In using the Toolkit you will be better able to:
- Diagnose Customer Service 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 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 investments work better.
This Customer Service 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.