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.
Organised in a data-driven improvement cycle RDMAICS (Recognise, 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 990 new and updated case-based questions, organised 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 990 standard requirements:
- How can inventory management be a decisive factor to improve customer service in manufacturing industries logistics located in Gauteng Province (especially in Pretoria and Johannesburg)?
- How do you provide sales, customer service, and marketing professionals with the social tools to share best practices, find expertise and respond to the customer opportunities?
- Is the purpose of its customer interactions to provide better post-sale customer service, increase conversion rates, or reduce marketing costs through effective targeting?
- Do you have systems to monitor/measure what employees and customers know, think and feel about how customer service is provided and how the rest of the business operates?
- When it comes to electronic payment acceptance, are insurance companies doing enough to manage risk, contain compliance costs, and meet customer service expectations?
- Are customer service or marketing teams using social media to communicate official corporate messages, as offers or announcements or responses to customer complaints?
- How many people in your organisation have access to regular customer feedback that tells them how you are doing in the areas that are most important to the customer?
- Are you planning to or currently deploying rich media solutions to enable better employee collaboration, improve customer service, and engage potential customers?
- What suggestions do you have for how best to manage the authentication of consumer requests whilst minimising the barriers to consumers when seeking refunds?
- When a contact point representative reacts adversely to a customer, the representative is most likely reacting to which characteristics of the customer?
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 990 requirements, which criteria correspond to the criteria in…
Your Customer Service self-assessment dashboard which gives you your dynamically prioritised projects-ready tool and shows your organisation 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 organisation 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 prioritised projects-ready RACI Matrix shows your organisation 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 1500 Customer Service project requirements and success criteria:
Examples; 10 of the check box criteria:
- Risk Audit: Do you meet all obligations relating to funds secured from grants, loans and sponsors?
- Schedule Management Plan: What is the difference between % Complete and % work?
- Activity List: How can the Customer Service project be displayed graphically to better visualise the activities?
- Procurement Audit: Who is verifying the performance of the contract and approving payments?
- Lessons Learned: How well were your expectations met regarding the extent of your involvement in the Customer Service project (effort, time commitments, etc.)?
- Project Portfolio management: How does your organisation ensure that Customer Service project and program benefits and risks are being managed to optimise the overall value creation from the portfolio?
- Procurement Audit: Are the pages of the minutes book press pre-numbered?
- Lessons Learned: What on the Customer Service project worked well and was effective in the delivery of the product?
- Monitoring and Controlling Process Group: In what way has the program come up with innovative measures for problem-solving?
- Project Performance Report: To what degree are sub-teams possible or necessary?
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, organisations, 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, organisation 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.