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Service Excellence Toolkit

Acquiring a new customer costs 7 times more than maintaining an existing one!
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How to Achieve Service Excellence?

A large percentage of business success stems from how a customer is made to feel, not just how happy they are with their purchase or service.

In today’s experience economy, customers not only value but expect exceptional service – and they will reward or punish for the quality of how they are served with their spending choices.

Any company unable to respond to their needs, expectations or compensate for unfavorable experiences, might as well wave goodbye to any hopes of customer loyalty and re-engagement.

We’ve had the privilege of advising leaders from over 500 major organizations around the world. As a result, we’ve recognized a number of concrete actions that go a long way in identifying the right priorities, projects and people to drive valuable results in customer experience.

Whether you are an entrepreneur, manager, consultant, (Vice-)President, CxO, etc.... this seven-step process, you will have all the tools you need to make Customer Service Excellence work.

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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 (coming soon)
  • 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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Our Toolkit

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