Customer Service Experiences Toolkit

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Design and implement processes that facilitate high quality IT service delivery and support for your customers

 

How can other departments at your organization like marketing and sales help out the customer service team?

How often do you use each channels of communication to tell people about your Customer Service Experiences?

What are your positive Customer Service Experiences?

What makes for a good Customer Service Experiences?

What metrics does your organization use to measure the quality of the service provided?




...Find the answers to these, and more, questions with this Customer Service Experiences Toolkit:

  • Work with your customers to understand their service needs and to agree about relevant services.
  • Know the new platform will deliver better service to your users.
  • Configure the process which will deliver your service to customers.
  • Create Service Catalogs and establish tiers of service.
  • Combine your current shared service centers with finance and accounting outsourcing to enhance risk and performance management.
  • Start with integrating Windows Azure services into your current service portfolio.
  • Consider your use of cloud storage service to impact your productivity.
  • Track the effectiveness and efficiency of your Service Management System.
  • Maintain current service levels while remaining within your budget.



HOW THIS TOOLKIT WORKS:

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


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Service Experiences 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 991 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 Experiences improvements can be made.

Examples; 10 of the 991 standard requirements:

  1. Are there any reasons for partial payments to be allocated in accordance with customer requests instead of the current requirement that partial payment must first go to electricity charges?

  2. Does your organization currently have standard call scripts in place from which call center representatives respond to the types of inquiries required and anticipated by your organization?

  3. How do they eliminate or reduce negative emotions, undesired costs and situations, and risks your customer experiences or could experience before, during, and after getting the job done?

  4. Is your organizations project portfolio aligned with its key business objectives, including the already stated of profitability, customer service, reputation, sustainability and growth?

  5. How does head office test the business case and underlying assumptions, to assess the quality of the underlying information, and likelihood of realizing the expected business benefits?

  6. 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?

  7. Will your organization be on the front lines charging ahead with a bold omnichannel customer experience strategy or scrambling to defend its business as other companies gain ground?

  8. Does your organization seek both positive and negative feedback and is the feedback used to improve the management system, testing and calibration activities and customer service?

  9. Where do you find the bandwidth to operate dynamic networks and evolve your network to new technologies while focusing on your core competencies as Customer Service and Marketing?

  10. 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?


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 Experiences book in PDF containing 991 requirements, which criteria correspond to the criteria in...

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

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

Examples; 10 of the check box criteria:

  1. Procurement Audit: Are regulations and protective measures in place to avoid corruption?

  2. Quality Metrics: If the defect rate during testing is substantially higher than that of the previous release (or a similar product), then ask: Did you plan for and actually improve testing effectiveness?

  3. Probability and Impact Matrix: Are staff committed for the duration of the Customer Service Experiences project?

  4. Procurement Audit: Where applicable, did your organization adequately manage experts employed to assist in the procurement process?

  5. Scope Management Plan: Is it standard practice to formally commit stakeholders to the Customer Service Experiences project via agreements?

  6. Risk Audit: Do you have a procedure for dealing with complaints?

  7. Human Resource Management Plan: How does the proposed individual meet each requirement?

  8. Schedule Management Plan: Who is responsible for estimating the activity resources?

  9. Lessons Learned: What worked well or did not work well, either for this Customer Service Experiences project or for the Customer Service Experiences project team?

  10. Activity Cost Estimates: How do you treat administrative costs in the activity inventory?

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

1.0 Initiating Process Group:

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


2.0 Planning Process Group:

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

In using the Toolkit you will be better able to:

  • Diagnose Customer Service Experiences 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 Experiences 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 Experiences investments work better.

This Customer Service Experiences 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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CONTENTS:


Checklists:


Checklists:Customer Service Experiences Checklist Report on ORGANIZATION.pdf

Checklists:Customer Service Experiences Checklist Report on SERVICE.pdf

Checklists:Customer Service Experiences Checklist Report on CUSTOMER.pdf



STEP 1 Get your bearings:


STEP 1 Get your bearings:Customer Service Experiences Self-Assessment Pre-Filled EXAMPLE.xlsx

STEP 1 Get your bearings:Customer_Service_Experiences_Quick_Exploratory_Self-Assessment_Guide.pdf





STEP 2 Set concrete goals tasks dates and numbers you can track:


STEP 2 Set concrete goals tasks dates and numbers you can track:Customer Service Experiences Self-Assessment.xlsx

STEP 2 Set concrete goals tasks dates and numbers you can track:Customer_Service_Experiences.pdf

..and the Project Management resources in 'STEP 3: Implement, Track, follow up and revise strategy' as described above.

 

 

Who This Toolkit Is For

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If you are a professional who wants to level-up, this Toolkit will help you do exactly that. And if you ever decide to launch products or services, this Toolkit will give you the skills that will not only serve you today as a professional but also in the future as an entrepreneur.

These skills will enrich every part of your life.

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