Account Navigation

Account Navigation

Currency - All prices are in AUD

Currency - All prices are in AUD
 Loading... Please wait...
The Art of Service Standard Requirements Self Assessments

Customer Interactions Toolkit: best-practice templates, step-by-step work plans and maturity diagnostics

$249.00

Customer Interactions Toolkit: best-practice templates, step-by-step work plans and maturity diagnostics

$249.00

Availability:
Downloadable Resources, Instant Access

Product Description

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


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Interactions 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 706 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 Interactions improvements can be made.

Examples; 10 of the 706 standard requirements:

  1. 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?

  2. Often a problem in Customer Service occurs when the channels that are used by customers are managed by different departments and are disconnected from one another. have you been passed from person to person in an organization while you were trying to resolve different parts of an issue?

  3. Customer lifetime value is calculating all the future gains of the organizations and treating the customer on service parameters accordingly. How far do you agree with the approach?

  4. Customer lifetime value is calculating all the future gains of the organisations and treating the customer on service parameters accordingly. How far do you agree with the approach?

  5. The fine line in retaining a customer or developing a critic, often boils down to the right Customer Service strategy. how can we delight customers in every interaction?

  6. Some customers call Customer Service. some customers browse our web site. some customers never buy from us again. are we listening to what theyre saying?

  7. If you have an FAQ on your website, a virtual agent solution, or live chat, how many searches, queries or inbound chats are you generating through each channel?

  8. Differentiate between the brand and product experience; what, in the experience, is defined by the brand/culture experience, and what is a specific product?

  9. To what extent the business value of C2C interactions is driven by the acquisition of new customers versus bringing forward expected purchases?

  10. What level of customer information; both from prior interactions and customer history as well as the customers current context; is required?


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 Interactions book in PDF containing 706 requirements, which criteria correspond to the criteria in...

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

  • 62 step-by-step Customer Interactions Project Management Form Templates covering over 6000 Customer Interactions project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Initiating Process Group: Do you know the Customer Interactions projects goal, purpose and objectives?

  2. Activity Duration Estimates: Are procedures defined by which the Customer Interactions project scope may be changed?

  3. Risk Audit: Are requirements fully understood by the team and their customers?

  4. Team Member Performance Assessment: Does platform-specific assessment information contribute to training placement or tailoring of instruction (e.g. aptitude-treatment interaction)?

  5. Quality Audit: How does the organization know that its system for attending to the health and wellbeing of its staff is appropriately effective and constructive?

  6. Monitoring and Controlling Process Group: What input will you be required to provide the Customer Interactions project team?

  7. Probability and Impact Assessment: Which functions, departments, and activities of the organization are going to be affected?

  8. Issue Log: How is this initiative related to other portfolios, programs, or Customer Interactions projects?

  9. Activity Cost Estimates: Were the tasks or work products prepared by the consultant useful?

  10. Issue Log: How do you reply to this question; I am new here and managing this major program. How do you suggest I build my network?

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

1.0 Initiating Process Group:

  • 1.1 Customer Interactions project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 Customer Interactions 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 Interactions 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 Interactions 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 Interactions 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 Interactions project or Phase Close-Out
  • 5.4 Lessons Learned

 

Results

With this Three Step process you will have all the tools you need for any Customer Interactions project with this in-depth Customer Interactions Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Customer Interactions 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 Interactions 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 Interactions investments work better.

This Customer Interactions 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.

Product Reviews

Find Similar Products by Category