WORLD PERFORMANCE GROUP.

CS Playbook · 8 pillars · 40+ templates

You know what’s broken. Now build the thing that fixes it.

This is the how-to handbook – the processes, templates, and scripts for the eight pillars a growing customer service function has to get right. Written for teams under 150 customers, sequenced by install order, ready to deploy this week.

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One-time · No subscription€129

Instant download · PDF handbook + editable templates

  • Eight pillars, one buildable chapter each
  • Forty-plus ready-to-deploy templates, scripts, and SOPs
  • The 90-day install plan – sequence, not order-of-arrival
  • Industry lenses for the common patterns you’ll adapt to
  • Yours to keep, adapt, and re-run every quarter
Get the Playbook – €129

Secure checkout · instant download.

The problem

A function you can diagnose but cannot install

Most improvement projects die in the same place. The audit was clear. The gaps were named. Someone even opened a spreadsheet. Six weeks later the everyday work reclaims the calendar and the improvement quietly becomes the one before it – a document nobody looks at.

The reason is almost never willpower. “Onboarding is broken” is a diagnosis, not a fix — and between the two sits a hundred small decisions every one of which you make faster with a pre-built shape to fill.

What the kickoff call sounds like. When a health signal deserves an outreach and when it doesn’t. Which template the CSM sends when the account has just gone quiet. The audit did not answer any of that, because it was not built to. This is.

Why eight pillars, and why in this order

The customer lifecycle, in the order it actually happens

Eight is the shape of the customer service operations function itself: five lifecycle pillars – onboarding, health scoring, renewals, expansion, escalations – and three infrastructure pillars underneath them – QBRs and EBRs, data and tooling, team structure. Not because eight is round. Because those are the eight places a growing function has to have a repeatable process, and skipping any of them means the customer feels the seam. Order matters more than the list. Data and tooling comes first – until you can see what customers are doing, every other pillar runs half-blind. Onboarding next, because every downstream pillar reads the signals it produces. Health scoring after that. Escalations before renewals because handling one badly poisons the other. The full sequence is inside – and following it beats speed almost every time.

What you get

Three things, and no subscription

The CS Playbook handbook - one chapter per pillar.

The handbook

One chapter per pillar. Each gives you the process to install, the templates to install it with, and the words to use when the process touches a customer. Read in one sitting, then return to when you’re building.
Template index - SOPs, scripts, checklists, and forms across all eight pillars.

Forty-plus templates you deploy this week

SOPs, scripts, checklists, and forms – every one indexed so you can find what you need in ten seconds. Editable, not locked. Copy them, adapt them to your operation, ship them.
The 90-day install plan - one pillar at a time, in the sequence the pillars depend on each other.

The 90-day install plan

One quarter, one pillar at a time, in the sequence the pillars actually depend on each other. Not a suggestion – a plan you can hand to a project manager on Monday.

See it properly

The install sequence, on one page

Not a mock-up. The build order the Playbook installs its pillars in – data and tooling first, team structure last, and six deliberate steps in between. If you install in loud-problem order instead, you build eight weak versions and burn the quarter proving it.

customer service playbook - 8 pillars, 90-day install sequence

Why these eight

The selection is the product

We run multilingual customer service operations for clients around the world. The eight pillars are not a longer list than the four in the Audit Kit – they are the same function seen from the perspective of “build” rather than “diagnose”. Each pillar earned its place on three tests: it produces or destroys a specific customer outcome; somebody on your team can own it end-to-end; and it fails quietly enough that most functions do not notice it slipping until a customer has already left.

What you are buying is not templates. It’s the sequence – which pillar to build first, what “done” looks like, and the small mistakes we already made for you so you can skip them.

The chapters read the same way for a fifteen-person B2B function and a fifty-person consumer one – because the pillars are the same, and the industry lens is a filter you apply on top, not a different book.

How it runs

One quarter to first install, one pillar at a time

A team that tries to install all eight pillars – every part of your customer service operations – in one quarter installs eight weak versions. The rhythm below is designed to ship one real change instead – then the next one.

  1. Read the handbook

    Ninety minutes, cover to cover. You will not use every chapter this quarter – but you will know what is in it, and you will stop guessing which pillar to touch first.

  2. Pick the pillar that hurts most

    Usually onboarding or escalations. If the Audit Kit is what sent you here, it named this pillar already. The sequence chapter tells you when the “loud” pillar and the “right next” pillar are different things.

  3. Install it in a fortnight

    Use the templates as they are. Customise the wording, not the shape. The point is to ship the pillar, not to write a better version of a template we already tested.

  4. Move to the next pillar

    Do not double-install. A function that ships one real change per fortnight compounds faster than one that half-ships four.

Honesty about fit

This is the wrong product for some people

We would rather lose the sale than have you open the files and find they were built for an operation you do not run.

Buy it if

  • You have a team of ten to eighty and roughly under 150 customers
  • You already know which pillars are weak – from the Audit Kit or from experience
  • Someone on the team will own the install, not just read the handbook
  • You want repeatable practice, not a one-off improvement project

Do not buy it if

  • You have not diagnosed yet – the CS Audit Kit is the right first step, not this
  • You want the full operating model with governance and companion suite – the CS Operating System is a level up
  • You are a solopreneur or under-ten team – the pillars are heavier than your function warrants; start with the Solo Metrics Dashboard
  • Nobody on the team can commit to a two-week install cycle

The guarantee

If it does not tell you how to build what the audit told you was broken, we refund you

Thirty days. No form, no argument, no “what went wrong?” survey. One email and the money goes back.

And you keep the files. We cannot claw a PDF off your hard drive and we are not going to pretend otherwise – we would rather you kept a good opinion of us.

We can afford to say that because the product is good, and because €129 is not the point. A function of your size loses more than that in a single bad renewal conversation.

Get the Playbook – €129

Before you buy

The questions people actually ask

How is this different from the Operating System?

The Playbook hands you the templates for each of the eight pillars – organised the way you build them. The Operating System reframes the same work as a four-stage customer lifecycle and adds the operating layer above it: segmentation, governance, SOPs, and a companion suite of quick reference cards, hiring tools, and a metrics dashboard. If you want to build pillar by pillar, this is right. If you want a function-level system, that is the level up.

How is this different from the Audit Kit?

The Audit Kit tells you where you stand. The Playbook tells you how to build. Different jobs, in sequence – most buyers run the Audit Kit first and then use the Playbook to install the fixes it named. Buying both together makes sense; buying the Playbook alone works when you already know your gaps.

Are the templates actually editable?

Yes. Every template is an editable document – no locked PDFs, no watermarked pages. Copy the file, change the wording, ship it. English throughout.

What formats?

PDF for the handbook, editable documents for the templates. Opens in whatever tooling your team already uses.

Can more than one person use it?

Yes. One payment, the files are yours, no per-seat pricing. Most teams have one owner who runs the install and several people who read the chapters.

Is this a subscription?

No. One payment, no renewal. You get updates when we ship them, but nothing turns off if you stop paying – because you are not paying anything.

Does this cover customer service quality assurance?

Yes – one of the eight pillars is quality. You get the SOPs for a QA scoring rubric, the templates for quality reviews, and the process for turning QA findings into coaching. It’s built for teams doing manual QA, not for buying QA software.

What if we are above 150 customers?

The Playbook will still help, but past 150 you are into a different kind of operating discipline – segmentation, governance, tiered motions. That is what the CS Operating System and the Operating Reviews are built for.

One decision

Diagnose, install, run.

Eight pillars, forty templates, one quarter. Enough to stop admiring the problem and ship the fix.

Get the Playbook – €129

One-time · Instant download · PDF + editable templates · 30-day money back