Downloads
The following forms from Unleashing Excellence: The Complete Guide to Ultimate Customer Service – Second Edition are provided in two formats so they can be customized to meet your organization’s needs.
Please note: These forms are for internal use only by your organization, and may not be sold or distributed on a commercial basis.
Figure 3.4 Service Improvement Team Tracking Sheet
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Figure 3.6 Sample Service Improvement Team Charter
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Figure 3.7 Service Improvement Team First Meeting Agenda
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Figure 3.8 Service Improvement Team Ongoing Meeting Agenda
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Figure 3.9 Service Improvement Team Meeting Ground Rules
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Figure 4.1 The Service Philosophy
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Figure 4.5 Service Map
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Figure 4.7 Everything Speaks Checklist
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Figure 6.1 Executive Level Training Agenda
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Figure 6.2 Manager Level Training Agenda
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Figure 6.3 Frontline Level Training Agenda
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Figure 6.4 Service Excellence Refresher Workshop
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Figure 7.1 Sample Talent Questions for Current Employees
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Figure 7.3 Customer Service Related Interview Questions
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Figure 7.4 Reference Check Questions
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Figure 8.1 Sample Customer Survey
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Figure 8.4 Deciding What to Measure
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Figure 8.5 Measurement Chart Sample
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Figure 9.1 Recognition Card
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Figure 9.2 Cross Departmental Recognition Card
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Figure 10.1 Continuous Service Improvement Meeting Agenda
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Figure 11.2 Five Step Coaching Process
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Figure 11.3 Coaching Planning
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Figure 11.5 Sample Performance Objectives Section
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