Customer Service - Implementation Toolkit (Excel XLSX)

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

Start with...

•  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 997 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 (5 of the 997 standard requirements):

•  It's important to reach your customers. Every business, if wise, will have a promotion and advertising plan. You need to consider the image you want to project to your customers about your business. Will your business stand out because you are a proven a leader in the service or product industry by providing innovative services or products, or you provide customer confidence by providing high quality Customer Service?
•  Do you phrase questions simply and avoid the use of closed-ended questions that require a yes or no? do you Watch your customer's nonverbal responses in order to gauge his or her reactions to your questions? Some cultures believe that questioning someone is intrusive and therefore avoid it. This is especially true if the questions involve personal information eg How is your family?
•  Do you make sure to ask about your vendors customer satisfaction rating and references in your particular industry. If the vendor does not know its own rating, it may be a red flag that youre dealing with a company that does not put Customer Service at the forefront. How would a company know what to improve if it had no idea what areas customers felt were lacking?
•  Do you, In addition to using short words and sentences, frequently take the time to verify the customer's understanding of your message before continuing. Failure to do so might result in a waste of time and frustration for both you and the customer. In doing this, avoid questions such as, Do you understand?
•  For years, Customer Service departments have attempted to deploy right channeling strategies to optimize traditional Customer Service interactions (e.g. agent-assisted service vs. self-service). Today, however, right channeling is re-emerging, evolving, and re-asserting its importance as a strategy. Why?

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 997 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.

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.