Customer Care Toolkit

Downloadable Resources, Instant Access

Successfully achieve satisfactory performance ratings in relation to Internal Audits pertaining to Quality Assurance measures which are routinely conducted by the Customer Care management through report data, silent monitoring and other supervisory modalities.

More Uses of the Customer Care Toolkit:

  • Manage a network of Customer Care and collections providers and hold vendors accountable to SLAs, compliance and contractual obligations.

  • Methodize: close interaction with the business channel along with internal stakeholders as Customer Care, training, engineering, marketing, sales, manufacturing, sourcing and others.

  • Support structure of specialization, Sales Engineers, Customer Care, Expert Implementation teams, Project Managers and transparent leadership.

  • Oversee: when you partner with your clients to execute orders, payments, fulfillment, or Customer Care, your clients promises become ours.

  • Provide on going information to Customer Care management and Construction Management as it relates to quality of workmanship.

  • Pay close attention to Customer Care abouts and have built trusting, long term, professional relationships.

  • Initiate: work cross functionally with sales, Sales Engineers, development, Product Management, installation, Customer Care and leadership teams to ensure consistent product, application and Service Quality.

  • Create Learning And Development strategy for new and existing Customer Care employees and create an execution roadmap to deliver against the learning strategy.

  • Develop the Customer Care leadership team to assure the long term success of your organization and personal career growth.

  • Supervise day to day operations in Customer Care department and maintain an orderly workflow according to priorities reports to General Manager/COO.

  • Collaborate closely with online social reputation and Customer Care teams to manage interactions across all platforms.

  • Confirm your organization serves as primary point of contact with Operations, Customer Care, Business leadership Team, and Plant Management to ensure quality objectives are clearly understood and properly integrated into the Business Processes.

  • Develop, implement and monitor operations policies, procedures, programs and standards that support your organizations Customer Care goals and objectives.

  • Evaluate: act as primary point of contact for escalated calls by Customer Care associates, handle escalated calls and follow through until resolution has been met.

  • Collect and synthesize relevant data, suggesting improvements in the tools, techniques, and processes to scale the Customer Care Department effectively.

  • Collaborate with other Customer Care specialization, Success and Services Professionals, Education specialization, Engineering and Product resources.

  • Control: partner with Customer Care and Customer Success departments to support successful customer transition from the deployment phase to ongoing support phase, at completion of project.

  • Provide issue management for end user problems and ensure a consistent high level responsiveness and Customer Care.

  • Coordinate objectives with Sales, Customer Care, Production, and Technical Services teams to maximize process reliability and minimize costs.

  • Ensure you standardize; lead the implementation for customer initiatives cross functionally (Customer Care, Finance, IT, Marketing, Merchandising, Operations, Pricing, and Transportation) develop and manage a detailed plan to deliver on customer business requirements.

  • Develop forecasting and Workforce Planning models to help meet Service Levels and targeted customer hold times for Customer Care.

  • Guide: when you partner with your clients to execute orders, payments, fulfillment or Customer Care, your clients promises become ours.

  • Advise of any trends or concerns with customer handling (or product/service related issues) to the Customer Care Center management, Supervisor, Team Leader and/or appropriate Field management for action.

  • Be knowledgeable as to all aspects of escalation Customer Care and be able to think outside the box if necessary to resolve any issue that arises.

  • Ensure you chart; lead and motivate a team of Learning And Development professionals focused on developing measurable talent strategies and programs in consideration of Customer Care business goals.

  • Identify opportunities, set priorities, and establish goals to provide insight into your Customer Care business.

  • Ensure primary point of contact internally Sales, Customer Care, Security, Engineering, Privacy/Legal and Product Teams.

  • Align work processes in compliance with Customer Care policy and processes (customer contact handling, staffing and retention, Workforce Management, employee relations).

  • Collaborate with other departments (Training, Tech Support, Sales, and Development) to ensure you are providing the highest quality of Customer Care and highest quality product in the market.

  • Make sure that your strategy participates with and contributes to projects related to deposit, digital channels, and payments that are supported by Call Center/Customer Care teams.


Save time, empower your teams and effectively upgrade your processes with access to this practical Customer Care Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Customer Care 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 Care specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Care 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 999 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 Care improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. How do you measure improved Customer Care service perception, and satisfaction?

  2. What is the scope of the Customer Care effort?

  3. How likely is the current Customer Care plan to come in on schedule or on budget?

  4. Does the problem have ethical dimensions?

  5. What potential environmental factors impact the Customer Care effort?

  6. Who are your Key Stakeholders who need to sign off?

  7. Is the Customer Care documentation thorough?

  8. What counts that you are not counting?

  9. What is the recommended frequency of auditing?

  10. What current systems have to be understood and/or changed?

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 Care book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Customer Care 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 Care Self-Assessment and Scorecard you will develop a clear picture of which Customer Care 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 Care 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 Care projects with the 62 implementation resources:

  • 62 step-by-step Customer Care Project Management Form Templates covering over 1500 Customer Care project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Customer Care project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Customer Care project team have enough people to execute the Customer Care project plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Customer Care project plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete Customer Care Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

2.0 Planning Process Group:

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 Care 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 Care 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 Care project with this in-depth Customer Care Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Customer Care 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 Care 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 Care investments work better.

This Customer Care 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.