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Customer Service and Support Second Edition

Customer Service and Support Second Edition

$595.00
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Paperback: 286 pages. FREE delivery.
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What does the Customer Service and Support Second Edition include?

The kit provides approximately 60 downloadable files - a mix of PDFs and XLSX spreadsheets - organised into Platinum Tier centrepieces, start-here guides, self-assessment diagnostics, requirement templates, model frameworks, process playbooks, KPI dashboards, governance tools, sustainment plans, advanced case libraries and quick-reference cards, all delivered by email within 24 business hours.

Are you still struggling with missed service level agreements, customer churn and costly board-level escalations because your support operation lacks a clear, data-driven improvement roadmap? Without a systematic way to benchmark, diagnose and redesign your service model you risk failed audits, regulatory fines, lost contracts and a competitive disadvantage. The Customer Service and Support Second Edition self-assessment playbook puts you in control, turning those risks into measurable performance gains the moment you download the kit.

What You Receive

  • ~60 buyer-ready files (PDF & XLSX) - instantly usable spreadsheets, calculators, scorecards and detailed guides that you can plug into your existing processes.
  • Platinum Tier centrepiece files - a master operations playbook (PDF), a 90-day adoption roadmap (XLSX), an implementation template (PDF), an anti-pattern catalogue (XLSX), an outcomes dashboard (XLSX) and an incident-response runbook (PDF) that together form a complete end-to-end implementation framework.
  • 01_Getting_Started guide (PDF) - step-by-step onboarding instructions so you can start the assessment within minutes.
  • 02_Self-Assessment and Diagnostics (PDF & XLSX) - 676 case-based questions across seven core domains, gap-analysis worksheets and maturity matrices that pinpoint exactly where service performance is slipping.
  • 03_Requirements and Goal-Setting (PDF & XLSX) - goal-setting templates, stakeholder-mapping sheets and alignment checklists that translate business objectives into service targets.
  • 04_Models and Frameworks (PDF) - comparison matrices and decision tools that map best-in-class service design frameworks to your organisation’s context.
  • 06_Processes and Execution (13-17 files, PDF & XLSX) - implementation playbooks, RACI templates, interview scripts and execution worksheets that guide you through redesign, rollout and training.
  • 07_Performance and KPIs (XLSX) - ready-made measurement dashboards that visualise service health, customer satisfaction and cost-to-serve metrics.
  • 08_Quality and Governance (PDF & XLSX) - audit-prep checklists, policy templates and oversight tools that satisfy board, regulator and insurer expectations.
  • 09_Sustainment and Improvement (PDF) - continuous-improvement frameworks and review cycles to keep your service model agile.
  • 10_Advanced Topics (PDF) - case archives and scenario libraries for senior leaders to explore strategic “what-if” analyses.
  • 11_Reference and Quick Cards (PDF) - at-a-glance cheat sheets for daily decision-making.
  • README.md and CUSTOMER_EMAIL.txt - onboarding note that explains file structure and delivery method (email within 24 business hours).

How This Helps You

  • Identify performance gaps in under 20 minutes → prioritize remediation spend → avoid costly audit findings.
  • Align service metrics with enterprise objectives → demonstrate ROI to boards and investors → prevent loss of contracts.
  • Standardise processes with RACI and policy templates → reduce incident response time → mitigate security-related service breaches.
  • Track KPIs on a live dashboard → accelerate continuous improvement → stay ahead of competitor service innovations.
  • Deliver a 90-day roadmap → achieve quick wins → build credibility and protect against regulatory penalties.

Who Is This For?

  • Contact-centre managers responsible for SLA compliance and agent performance.
  • Customer-experience leads driving omnichannel service transformation.
  • Service-operations directors tasked with aligning support functions to corporate strategy.
  • Customer-service consultants who design and implement service redesign projects for multinational clients.
  • CXO-level executives (Chief Customer Officers, VP of Customer Success) who must report service health to boards and investors.

Take the decisive step to turn your support function from a cost centre into a strategic asset. Download the Customer Service and Support Second Edition today and equip yourself with the exact tools, templates and dashboards that senior leaders rely on to deliver measurable, risk-free service excellence.

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