Tools and Worksheets
Here's a collection of tools and worksheets that can be used to improve customer service, develop employees, and increase performance.
These deceptively simple tools work by engaging your whole brain. There's just enough structure for the analytical, left-brain thinkers while the opportunities to be creative and use your intuition will appeal to right-brain thinkers. Either way, we're more effective when we use both sides of our brains together!
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Customer Service Tools
Customer Service Vision Worksheet
Clearly define outstanding customer service.Expectation Management Worksheet
Identify opportunities to manage expectations.SMART Goals Worksheet
Develop clear, unambiguous goals for individual or team performance. -
Diagnostic Tools
Customer Service Alignment Assessment
Get the conversation started about improving service.Gap Analysis Worksheet
Analyze the gap between current and desired performance.Quick Fix Checklist
Use this tool to rapidly diagnose the root cause of poor performance.Identifying Training Issues
Determine whether training will fix a performance issue.Ideal Candidate Profile
Improve hiring accuracy by describing the ideal employee. -
Employee Development Tools
Employee Development Worksheet
Create simple, one-topic Individual Development Plans (IDPs).Learning Objectives Worksheet
Write effective objectives for any training program.Workshop Planner
Prepare your employees for any training program with this action plan tool.