Service Excellence Toolkit
With this 7-step process, you will have all the tools you need to master your company Customer Experience.
In using the Toolkit, you will be better able to:
Knowing your customer is key for any business endeavor. Successful business owners understand what their customers want and the most effective way of making their product or service available.
Get started with our toolkit insights and templates:
- Understand Your Audience: Customer Interview Guide
- Customer Interview Checklist
- Understanding Consumer Behavior Infographic
For extra insights and templates, we have put together a Professional toolkit. Contact us for more information.
- Creating a Customer Persona
What a company really needs is a service culture, which will be oriented towards the end customer in everything it does and at any level… ALWAYS! All employees – including the management and the board – defend small daily gestures, words, attitudes, interactions, which make-up a service driven company.
Get started with our toolkit insights and templates:
- Company Service Culture Infographic
- Customer Service Experience Trends 2022 Infographic (coming soon)
- 4 steps to Achieve Cultural Change Guide
- Creating a customer service culture - Infographic
For extra insights and templates, we have put together a Professional toolkit. Contact us for more information.
- Competitor Analysis Guide
- Competitor Analysis Templates
- Culture of Service: Value Proposition Design
Through collaborative methods that engage both customers and service delivery teams, service design helps organizations gain true, end-to-end understanding of their services, enabling holistic and meaningful improvements.
Get started with our toolkit insights and templates:
- Service Design Guide
- Service Blueprint Guide & Template
- Service Ideation template
For extra insights and templates, we have put together a Professional toolkit. Contact us for more information.
- Customer Experience Research Guide
- Customer Journey Mapping Guide & Templates - Including Emotional and Empathy Maps
- Service Design Templates - Ideation, Objectives, Research, Requirements, etc.
- Service Design User Scenarios Guide & Template
- Service Prototype & Evaluation Template
- Value Proposition worksheet template
From marketing efforts to operations, defining a strong customer focus (not only customer service tools) is an essential of customer-centricity. This calls for smart governance: Clearly defined leadership, behaviors, and metrics.
Adequately addressing the challenge of putting in place such governance requires a dedicated effort
Get started with our toolkit insights and templates:
- Product-Centric VS Customer-Centric Infographic
- Customer-Centric Organization Infographic
For extra insights and templates, we have put together a Professional toolkit. Contact us for more information.
- Customer-Centric Governance Guide & Plan
- Brand book of customer experience Template
Service excellence goals set the stage for your long-term strategy, helping you maintain an excellent relationship with your existing customers, and foster meaningful relationships with new ones.
But goals only succeed if they’re realistic, aligned with your business objectives and include a clear strategy on how to achieve them.
Get started with our toolkit insights and templates:
- Customer Service Excellence Goals & KPIs Guide - Including a Smart Goals Worksheet
For extra insights and templates, we have put together a Professional toolkit. Contact us for more information.
- Customer Satisfaction Survey Template
You need to equip your employees with the right knowledge and skills required to deliver service excellence on the defined standards. Effective training workshops and interventions are very helpful in facilitating the knowledge and skill transfer to your employees.
Additionally, setting up processes and guidelines which allow for quick decision-making and remove bureaucracy have a great benefit.
Get started with our toolkit insights and templates:
- Servant Leadership Infographic & Quiz
For extra insights and templates, we have put together a Professional toolkit. Contact us for more information.
- Service Excellence Skills & Candidate Profile Guide
- Digital Service Excellence Guide
How do you know if your customer service is living up to customer expectations?
Get started with our toolkit insights and templates:
- Service Recovery Checklist
- Service Recovery Matrix
- Benefits of Implementing Service Recovery (coming soon)
- Customer Service Recovery Process (coming soon)
For extra insights and templates, we have put together a Professional toolkit. Contact us for more information.
- Service Recovery Guide & Template
How can we help?
Consulting Services
With this toolkit, you will be able to do most by yourself.
However, for maximum effectiveness and speed of implementation, our experts can help moderate workshops with your team leaders and guide them through the process.
Trainings
The various techniques and tools proposed in the toolkit are used and explored further during our training sessions.
View the upcoming training session or contact us if you are interested in hosting a dedicated training session for your company.
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