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The Art of Service Standard Requirements Self Assessments

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

$249.00

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

$249.00

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Product Description

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


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Service Excellence 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 715 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 Excellence improvements can be made.

Examples; 10 of the 715 standard requirements:

  1. How do we make it meaningful in connecting Customer Service Excellence with what users do day-to-day?

  2. How do we accomplish our long range Customer Service Excellence goals?

  3. Does our organization need more Customer Service Excellence education?

  4. How do we link Measurement and Risk?

  5. How is the team tracking and documenting its work?

  6. How likely is the current Customer Service Excellence plan to come in on schedule or on budget?

  7. Who else should we help?

  8. What tools were used to evaluate the potential solutions?

  9. Is Customer Service Excellence Required?

  10. How is the way you as the leader think and process information affecting your organizational culture?


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 Excellence book in PDF containing 715 requirements, which criteria correspond to the criteria in...

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

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

Examples; 10 of the check box criteria:

  1. Lessons Learned: How effective was the documentation that you received with the Customer Service Excellence project product/service?

  2. Activity Cost Estimates: Will you use any tools, such as Customer Service Excellence project management software, to assist in capturing Earned Value metrics?

  3. Team Operating Agreement: Do you ask one question at a time and wait 10 seconds for members to respond?

  4. Probability and Impact Assessment: Does the customer have a solid idea of what is required?

  5. Contractor Status Report: How does the proposed individual meet each requirement?

  6. Schedule Management Plan: Is documentation created for communication with the suppliers and Vendors?

  7. Stakeholder Management Plan: Is there a formal process for updating the Customer Service Excellence project baseline?

  8. Initiating Process Group: Are the changes in your Customer Service Excellence project being formally requested, analyzed, and approved by the appropriate decision makers?

  9. Probability and Impact Assessment: Is the customer willing to establish rapid communication links with the developer?

  10. Executing Process Group: Have operating capacities been created and/or reinforced in partners?

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

1.0 Initiating Process Group:

  • 1.1 Customer Service Excellence project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 Customer Service Excellence 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 Excellence 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 Excellence 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 Excellence 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 Excellence 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 Service Excellence project with this in-depth Customer Service Excellence Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Customer Service Excellence 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 Service Excellence 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 Service Excellence investments work better.

This Customer Service Excellence 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.

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