Publications

Knowledge, tools and offers

Pick what’s on your mind right now. Each topic leads from the big picture to tools for everyday work. And finally to what we implement with you.

What’s on your mind right now?

Service as an earnings lever Too many calls, costs too high? Which contacts shouldn’t exist at all and what they cost you. Even when a service provider is involved. 6 publications Leadership & performance Team performance all over the place? Routines for your team leads, so good performance stops being a matter of luck. 10 publications Conversation excellence Customers calling twice? So the issue is solved on the first call. Even when the conversation gets tough. 5 publications Sales & growth Too few enquiries turning into revenue? How enquiries become deals, in the sales process and in the conversation. 5 publications

← All topics New to leading customer service? Start here →

Topic · Leadership & performance

Team performance all over the place?

Routines for your team leads, so good performance stops being a matter of luck.

Stage 01 / 3

Understand first

The big picture

Perspective and opinion · Article Neurodivergence as a Leadership Strength: How Thinking Differently Becomes a Success Factor Why people who think differently (with ADHD, for example) are often strong leaders. 11 pages

Stage 02 / 3

Apply it yourself

Tools for everyday work

Templates, ready to use · Toolkit Toolkit for the Performance Playbook Scorecard, coaching log, 1:1 guide and more templates, ready to use. 24 pages A guide for everyday work · Playbook Neurodivergence as a Leadership Strength – Playbook How to make good use of different ways of thinking in your team. 30 pages A guide for everyday work · Playbook Performance Playbook for Leaders Daily, weekly and monthly routines for team leads in customer service. 36 pages

Stage 03 / 3

Implement with us

Our offer for it

Our offer on 2 pages · Solution Brief Organisational Development & Leadership Coaching How we guide leaders and the organisation through change. 2 pages Our offer in detail · White Paper Organisational Development & Coaching When growth or restructuring throws your organisation off balance. 7 pages Our offer on 2 pages · Solution Brief Interim Management How an interim assignment works and what stays afterwards. When a leadership role in customer service is vacant 2 pages Our offer on 2 pages · Solution Brief Operational Excellence How we build reliable performance in your service together with you. 2 pages Our offer in detail · White Paper When performance is left to chance – Whitepaper Operational Excellence Why team performance varies and how it becomes reliable. 7 pages Our offer in detail · White Paper Interim Management Experienced leadership for a while, when a vacant role gets expensive. When a leadership role in customer service is vacant 7 pages

Somewhere between the call and the invoice, your money is hiding.

We tell you where and how much. In contacts that shouldn’t happen, in the conversation or in the contract with your service provider. Often a bit of each.

One figure in euros. The three biggest levers. One action for Monday.

30 minutes · free · confidential · directly with Matthias Werlich

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