Exceptional Customer Service A Complete Guide - 2020 Edition
()
About this ebook
Is the exceptional customer service solution sustainable? Who will be responsible for deciding whether exceptional customer service goes ahead or not after the initial investigations? How do you deal with exceptional customer service changes? How do your measurements capture actionable exceptional customer service information for use in exceeding your customers expectations and securing your customers engagement? How will the exceptional customer service team and the group measure complete success of exceptional customer service?
Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.
Unless you are talking a one-time, single-use project, 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 Self-Assessment 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 Exceptional Customer Service investments work better.
This Exceptional Customer Service All-Inclusive Self-Assessment enables You to be that person.
All the tools you need to an in-depth Exceptional Customer Service Self-Assessment. Featuring 957 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Exceptional Customer Service improvements can be made.
In using the questions you will be better able to:
- diagnose Exceptional Customer Service 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 Exceptional Customer Service and process design strategies into practice according to best practice guidelines
Using a Self-Assessment tool known as the Exceptional Customer Service Scorecard, you will develop a clear picture of which Exceptional Customer Service areas need attention.
Your purchase includes access details to the Exceptional Customer Service self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria:
- The latest quick edition of the book in PDF
- The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
- The Self-Assessment Excel Dashboard
- Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
- In-depth and specific Exceptional Customer Service Checklists
- Project management checklists and templates to assist with implementation
INCLUDES LIFETIME SELF ASSESSMENT 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.
Read more from Gerardus Blokdyk
Logistics and Supply Chain Management Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5SAP SD Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5HR Analytics Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5SAP MM Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5Quality Assurance Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5SAP HANA Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsISO 14644 A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsKey Performance Indicator KPI Standard Requirements Rating: 4 out of 5 stars4/5Enterprise Risk Management Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5ISO 45001 Second Edition Rating: 4 out of 5 stars4/5Data Governance Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsProject Management Office PMO Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5SAP CO Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsPower BI A Complete Guide Rating: 3 out of 5 stars3/5ISO 26262 Complete Self-Assessment Guide Rating: 3 out of 5 stars3/5National Electrical Code Second Edition Rating: 0 out of 5 stars0 ratingsSAP PM Complete Self-Assessment Guide Rating: 1 out of 5 stars1/5ISO 27001 Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsMicrosoft Dynamics 365 For Finance And Operations A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsSAP Supply Chain Management Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsUx UI design Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5TOGAF Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsReliability Centered Maintenance Rcm Complete Self-Assessment Guide Rating: 3 out of 5 stars3/5Human resource management Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5ISO IEC 17025 A Clear and Concise Reference Rating: 5 out of 5 stars5/5Root-cause analysis Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsServiceNow Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsFinancial audit Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5Workday HCM A Complete Guide - 2019 Edition Rating: 5 out of 5 stars5/5SWOT Analysis A Complete Guide - 2019 Edition Rating: 5 out of 5 stars5/5
Related to Exceptional Customer Service A Complete Guide - 2020 Edition
Related ebooks
Customer Service Excellence A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Service Departments A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Service Initiatives A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Service A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Service Associate A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Service Management A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Self Service A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Service Business A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Service Functionality A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Feedback Management Services A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Service Advisor A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Experience Insights A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Experience Demands A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Service Capabilities A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Service Application A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Benefits A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Services Application A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Engagement Centers A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Experience Management Services A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Experience Metrics A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Effectiveness A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsReliable Customer Service A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Experience Function A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Service Process A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Delight A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsEngaging Customers A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Experience A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Representative A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Experience Innovation A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsKnowledge Management For Customer Self Service A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratings
Business For You
Crucial Conversations Tools for Talking When Stakes Are High, Second Edition Rating: 4 out of 5 stars4/5Summary of J.L. Collins's The Simple Path to Wealth Rating: 5 out of 5 stars5/5Becoming Bulletproof: Protect Yourself, Read People, Influence Situations, and Live Fearlessly Rating: 4 out of 5 stars4/5Law of Connection: Lesson 10 from The 21 Irrefutable Laws of Leadership Rating: 4 out of 5 stars4/5The Richest Man in Babylon: The most inspiring book on wealth ever written Rating: 5 out of 5 stars5/5Collaborating with the Enemy: How to Work with People You Don’t Agree with or Like or Trust Rating: 4 out of 5 stars4/5Crucial Conversations: Tools for Talking When Stakes are High, Third Edition Rating: 4 out of 5 stars4/5Just Listen: Discover the Secret to Getting Through to Absolutely Anyone Rating: 4 out of 5 stars4/5Nickel and Dimed: On (Not) Getting By in America Rating: 4 out of 5 stars4/5Leadership and Self-Deception: Getting out of the Box Rating: 4 out of 5 stars4/5Set for Life: An All-Out Approach to Early Financial Freedom Rating: 4 out of 5 stars4/5Robert's Rules Of Order Rating: 5 out of 5 stars5/5The Everything Guide To Being A Paralegal: Winning Secrets to a Successful Career! Rating: 5 out of 5 stars5/5How to Get Ideas Rating: 5 out of 5 stars5/5Confessions of an Economic Hit Man, 3rd Edition Rating: 5 out of 5 stars5/5Lying Rating: 4 out of 5 stars4/5Capitalism and Freedom Rating: 4 out of 5 stars4/5Your Next Five Moves: Master the Art of Business Strategy Rating: 5 out of 5 stars5/5Company Rules: Or Everything I Know About Business I Learned from the CIA Rating: 4 out of 5 stars4/5The Five Dysfunctions of a Team: A Leadership Fable, 20th Anniversary Edition Rating: 4 out of 5 stars4/5Red Notice: A True Story of High Finance, Murder, and One Man's Fight for Justice Rating: 4 out of 5 stars4/5Good to Great: Why Some Companies Make the Leap...And Others Don't Rating: 4 out of 5 stars4/5The Intelligent Investor, Rev. Ed: The Definitive Book on Value Investing Rating: 4 out of 5 stars4/5Robert's Rules of Order: The Original Manual for Assembly Rules, Business Etiquette, and Conduct Rating: 4 out of 5 stars4/5Tools Of Titans: The Tactics, Routines, and Habits of Billionaires, Icons, and World-Class Performers Rating: 4 out of 5 stars4/5The Book of Beautiful Questions: The Powerful Questions That Will Help You Decide, Create, Connect, and Lead Rating: 4 out of 5 stars4/5Suddenly Frugal: How to Live Happier and Healthier for Less Rating: 3 out of 5 stars3/5
Reviews for Exceptional Customer Service A Complete Guide - 2020 Edition
0 ratings0 reviews
Book preview
Exceptional Customer Service A Complete Guide - 2020 Edition - Gerardus Blokdyk
Exceptional Customer Service
Complete Self-Assessment Guide
The guidance in this Self-Assessment is based on Exceptional Customer Service best practices and standards in business process architecture, design and quality management. The guidance is also based on the professional judgment of the individual collaborators listed in the Acknowledgments.
Notice of rights
You are licensed to use the Self-Assessment contents in your presentations and materials for internal use and customers without asking us - we are here to help.
All rights reserved for the book itself: this book may not be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.
The information in this book is distributed on an As Is
basis without warranty. While every precaution has been taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it.
Trademarks
Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book.
Copyright © by The Art of Service
http://theartofservice.com
service@theartofservice.com
About The Art of Service
The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.
Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.
Unless you’re talking a one-time, single-use project, 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?’
With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:
http://theartofservice.com
service@theartofservice.com
Included Resources - how to access
Included with your purchase of the book is the Exceptional Customer Service Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.
How? Simply send an email to
access@theartofservice.com
with this books’ title in the subject to get the Exceptional Customer Service Self Assessment Tool right away.
You will receive the following contents with New and Updated specific criteria:
•The latest quick edition of the book in PDF
•The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
•The Self-Assessment Excel Dashboard, and...
•Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
•In-depth specific Checklists covering the topic
•Project management checklists and templates to assist with implementation
INCLUDES LIFETIME SELF ASSESSMENT 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.
Get it now- you will be glad you did - do it now, before you forget.
Send an email to access@theartofservice.com with this books’ title in the subject to get the Exceptional Customer Service Self Assessment Tool right away.
Purpose of this Self-Assessment
This Self-Assessment has been developed to improve understanding of the requirements and elements of Exceptional Customer Service, based on best practices and standards in business process architecture, design and quality management.
It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.
The criteria of requirements and elements of Exceptional Customer Service have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.
In this format, even with limited background knowledge of Exceptional Customer Service, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.
How to use the Self-Assessment
On the following pages are a series of questions to identify to what extent your Exceptional Customer Service initiative is complete in comparison to the requirements set in standards.
To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.
1 Strongly Disagree
2 Disagree
3 Neutral
4 Agree
5 Strongly Agree
Read the question and rate it with the following in front of mind:
‘In my belief,
the answer to this question is clearly defined’.
There are two ways in which you can choose to interpret this statement;
1.how aware are you that the answer to the question is clearly defined
2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.
A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.
After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Exceptional Customer Service Scorecard on the second next page of the Self-Assessment.
Your completed Exceptional Customer Service Scorecard will give you a clear presentation of which Exceptional Customer Service areas need attention.
Exceptional Customer Service
Scorecard Example
Example of how the finalized Scorecard can look like:
Exceptional Customer Service
Scorecard
Your Scores:
BEGINNING OF THE
SELF-ASSESSMENT:
Table of Contents
About The Art of Service8
Included Resources - how to access8
Purpose of this Self-Assessment10
How to use the Self-Assessment11
Exceptional Customer Service
Scorecard Example13
Exceptional Customer Service
Scorecard14
BEGINNING OF THE
SELF-ASSESSMENT:15
CRITERION #1: RECOGNIZE16
CRITERION #2: DEFINE:27
CRITERION #3: MEASURE:44
CRITERION #4: ANALYZE:59
CRITERION #5: IMPROVE:75
CRITERION #6: CONTROL:92
CRITERION #7: SUSTAIN:104
Exceptional Customer Service and Managing Projects, Criteria for Project Managers:129
1.0 Initiating Process Group: Exceptional Customer Service130
1.1 Project Charter: Exceptional Customer Service132
1.2 Stakeholder Register: Exceptional Customer Service134
1.3 Stakeholder Analysis Matrix: Exceptional Customer Service135
2.0 Planning Process Group: Exceptional Customer Service137
2.1 Project Management Plan: Exceptional Customer Service139
2.2 Scope Management Plan: Exceptional Customer Service141
2.3 Requirements Management Plan: Exceptional Customer Service143
2.4 Requirements Documentation: Exceptional Customer Service145
2.5 Requirements Traceability Matrix: Exceptional Customer Service147
2.6 Project Scope Statement: Exceptional Customer Service149
2.7 Assumption and Constraint Log: Exceptional Customer Service151
2.8 Work Breakdown Structure: Exceptional Customer Service153
2.9 WBS Dictionary: Exceptional Customer Service155
2.10 Schedule Management Plan: Exceptional Customer Service157
2.11 Activity List: Exceptional Customer Service159
2.12 Activity Attributes: Exceptional Customer Service161
2.13 Milestone List: Exceptional Customer Service163
2.14 Network Diagram: Exceptional Customer Service165
2.15 Activity Resource Requirements: Exceptional Customer Service167
2.16 Resource Breakdown Structure: Exceptional Customer Service168
2.17 Activity Duration Estimates: Exceptional Customer Service170
2.18 Duration Estimating Worksheet: Exceptional Customer Service173
2.19 Project Schedule: Exceptional Customer Service175
2.20 Cost Management Plan: Exceptional Customer Service177
2.21 Activity Cost Estimates: Exceptional Customer Service179
2.22 Cost Estimating Worksheet: Exceptional Customer Service181
2.23 Cost Baseline: Exceptional Customer Service183