Customer Service Experience Toolkit

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


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Service Experience 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 994 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 Experience improvements can be made.

Examples; 10 of the 994 standard requirements:

  1. What would happen if customers were asked to cooperate with a team of designers in order to design a product or a service, leveraging user experience to turn it into a design vision?

  2. How do you empower agents with the right information, at the right time, with a view to the Customer Journey and history to meet customer expectations for a personalised experience?

  3. Do you feel that your organization does a good job of providing a consistent customer experience when your customers engage your brand across different channels and solutions?

  4. How do you integrate on-premise, mobile, and cloud-based technologies into a single, seamless customer contact infrastructure, delivering differentiating customer experience?

  5. When you set out to design a skills building initiative, ask yourself, What exactly are the behaviors that need to change in order for customer experience to improve?

  6. Which customer journeys are most important for customers interacting with your organization (purchasing a product/ service, reporting a fault, checking a balance)?

  7. How do you offer innovative products, market them quickly and provide superior customer experience without affecting the focus on managing your the core business?

  8. How do you create a customer-centric organization that provides the personalized services and the consistent end-to-end experience that your subscribers require?

  9. Which employee or agent behaviors are hindering customer experience at present, and which values or attitudes may encourage or discourage that behavior?

  10. How can the on-demand provisioning of services help mask the complexity of your solutions through technology, thus improving your customers experiences?


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

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

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

Examples; 10 of the check box criteria:

  1. Activity Duration Estimates: Are Customer Service Experience project activities decomposed into manageable components to ensure expected management control?

  2. Quality Audit: Do the acceptance procedures and specifications include the criteria for acceptance/rejection, define the process to be used, and specify the measuring and test equipment that is to be used?

  3. Procurement Audit: Is there no evidence that the consultants participating in the Customer Service Experience project design released information to contractors competing for the prime contract?

  4. Lessons Learned: How effectively were issues managed on the Customer Service Experience project?

  5. Probability and Impact Assessment: What are the levels of understanding of the future users of the outcome/results of this Customer Service Experience project?

  6. Procurement Audit: Are bank accounts reconciled by an individual independent of the disbursement responsibilities?

  7. Human Resource Management Plan: Are procurement deliverables arriving on time and to specification?

  8. Probability and Impact Matrix: Can it be enlarged by drawing people from other areas of your organization?

  9. Quality Audit: How does your organization know that its systems for meeting staff extracurricular learning support requirements are appropriately effective and constructive?

  10. Decision Log: What is the average size of your matters in an applicable measurement?

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

1.0 Initiating Process Group:

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


2.0 Planning Process Group:

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

In using the Toolkit you will be better able to:

  • Diagnose Customer Service Experience 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 Experience 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 Experience investments work better.

This Customer Service Experience 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.