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Master Live Chat Customer Service Playbook (Excel XLSX)
Excel (XLSX) + Zip archive file (ZIP)
BENEFITS OF THIS EXCEL DOCUMENT
- 64 professional files with 349+ spreadsheet tabs and 2,730+ data rows
- 210 scored assessment questions across 7 domain areas
- 9 operational runbooks and checklists ready for immediate use
CUSTOMER SERVICE EXCEL DESCRIPTION
Master Live Chat Customer Service Playbook
Your customer satisfaction scores are flat or declining. Support tickets are growing. Churn is eating your revenue. Your team is working hard but without a structured methodology, effort does not translate to results.
A 5% increase in customer retention increases profits by 25% to 95%. Every dissatisfied customer tells 9 to 15 people. The cost of acquiring a new customer is 5 to 25 times more than retaining an existing one.
Go from ad hoc service delivery to a structured, measurable customer programme with every touchpoint mapped, every team member aligned, and every metric tracked from first contact to advocacy.
Customer experience consultancies charge $150 to $400 per hour. Full CX transformation programmes run $75,000 to $250,000. This playbook gives you the same structured methodology, tools, and frameworks for a fraction of the cost.
WHAT IS INSIDE: 62 PROFESSIONAL FILES
This is not a course, not a workbook, not a set of slides. This is 62 practitioner-grade tools (7 PDFs + 55 Excel workbooks) organised across 11 folders, built for professionals who need to implement, not just learn.
THREE-PHASE IMPLEMENTATION JOURNEY
Phase 1 – Get your bearings (02_Self_Assessment_and_Diagnostics): Start with the Quick Scan diagnostic PDF for a fast executive-level overview. Then work through the RDMAICS Scoring Dashboard and Maturity Radar to understand exactly where you are across all seven im
Phase 2 – Set concrete goals (03_Requirements_and_Goal_Setting): Use the Project Charter and Scope Statement to lock in what success looks like. The RACI Matrix and Requirements Traceability Matrix ensure every stakeholder knows their role and every requirement is
Phase 3 – Implement, track, and sustain (05_Project_Management_Forms onwards): Work through a comprehensive library of 60+ PM form templates covering all five PMBOK process groups: Initiating, Planning, Executing, Monitoring and Controlling, and Closing. Every template is pre-co
210 ASSESSMENT QUESTIONS ACROSS 7 DOMAINS
Each domain contains 30 scored questions with automated maturity scoring. Run your first assessment in under an hour and know exactly where you stand.
• Communication Excellence
• Technical Proficiency
• Customer Psychology
• Conflict Handling
• Product Knowledge
• Sales and Upselling
• Compliance and Data Security
8 OPERATIONAL RUNBOOKS AND CHECKLISTS
Not theory. Not concepts. Step-by-step operational procedures your team can execute from day one.
• Live Chat Onboarding Runbook
• Customer Escalation Handoff Protocol
• Multilingual Support Checklist
• Live Chat Incident Response Lifecycle
• Agent Daily Operations Checklist
• Chatbot Human Handoff Integration Checklist
• Sales Opportunity Identification Runbook
• Knowledge Base Update Workflow
WHO BUYS THIS
• Professionals implementing master live chat customer service who need structure, not another generic guide
• Consultants who want to deliver a professional-grade engagement without building every tool from scratch
• Team leads and managers who need to demonstrate progress to leadership with real metrics
• Compliance officers and auditors who need documented, defensible processes
WHAT MAKES THIS DIFFERENT
• 62 files, not a single PDF. This is a complete implementation toolkit.
• 210 scored assessment questions across 7 domains. Know exactly where you stand in under an hour.
• 8 operational runbooks. Not theory, step-by-step procedures your team can execute immediately.
• Built by practitioners with 25 years of enterprise experience across 692 frameworks.
• Used by professionals in 160+ countries.
Instant download. Open the first assessment. Score your organisation. Know exactly where to start.
Stop spending months building what already exists. Stop paying consultants $300/hour to create templates you could have today.
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Source: Best Practices in Customer Service Excel: Master Live Chat Customer Service Playbook Excel (XLSX) Spreadsheet, Gerard Blokdijk
