A checked practice week
Use daily case counts and handling minutes, with worked controls and explanations of balance and continuity differences.
Customer Service Planning with Matze
EINFACH MIT MATZE · ENGLISH PRACTICAL COURSE
Customer Service Planning with Matze
Understand numbers. Make clear decisions.
Build a weekly report with defined metrics, a reconciled backlog, transparent capacity assumptions and a reasoned action decision.
Buy for €129Buy for US$129Buy for £129Written digital download · unconditional 60-day money-back guarantee
Make the next service decision explainable.
New team leaders and people responsible for small service teams who want to turn team metrics into understandable operational decisions.
Work through a fictional five-day service week. Reconcile movements, calculate weighted handling time, review quality and turn workload assumptions into a clear decision brief.
What you receive
8 written lessons with exercises and worked answers, coursebook (11 pages), workbook (13 pages) with 65 fillable fields, offline lessons, a local workshop with JSON export/import, 5 practice files and a final project.
A four-tab planning workbook
Capacity, example week, your week and backlog-age template. Editable inputs and formula checks help expose missing or invalid assumptions.
A complete decision exercise
Compare two options, record quality safeguards and assign an owner and review date. Use the worked brief after attempting your own.
Written self-study. No videos, coaching, certification, software licence or guaranteed operational improvement. Aggregate asynchronous workload model; not telephone queue simulation or individual staffing advice.
Try an exercise
Team A completes 10 cases in 100 minutes; team B completes 90 in 450 minutes. Is the combined average 7.5 minutes?
Compare the worked answer
No. Add minutes and cases first: 550 / 100 = 5.5 minutes per case. An unweighted average gives the smaller team too much influence.
Your learning path
- 1. Define metrics before comparing them
Give each figure a clear meaning. - 2. Reconcile incoming work and backlog
Check that the movements explain the balance. - 3. Read speed alongside quality
Use figures to ask better questions. - 4. Convert workload into capacity
Make the assumptions visible. - 5. Plan backlog reduction separately
Add old work to ongoing incoming demand. - 6. Use contact reasons to improve the process
Look for avoidable work, not just faster handling. - 7. Write a weekly decision report
Turn the checked figures into a next action. - 8. Review actions and their side effects
Keep, adjust or stop based on evidence.
Suggested pace: 25–45 minutes per lesson plus your project. Try each exercise before reading the solution.
Before you buy
A spreadsheet application supporting XLSX and basic percentage knowledge. All cases are fictional; no real employee data are required. The capacity model is a simplified workload plan for asynchronous contacts, not a telephone queue simulation. No staffing, legal or employment advice is included.
Which spreadsheet application is required?
Use an application supporting XLSX formulas. Read the guide and verify the supplied control values in your application before entering your own data. No software licence is included.
Does this calculate telephone staffing?
No. The model plans aggregate asynchronous case work. It does not simulate call queues, waiting times or service levels.
Do I need employee information?
No. The course uses fictional team totals. Do not enter personal employee data; follow workplace permissions when applying the methods.
How do I use the download?
Extract the complete ZIP and read START.txt. Open index.html or Coursebook.pdf. Use a PDF reader with form support for Workbook.pdf. Open Workshop.html and export notes before closing; no autosave or cloud account is provided. Follow the practice-file instructions and check the supplied controls in your software.
What is the return policy?
EUR 129 / USD 129 / GBP 129 one-time. No subscription. unconditional 60-day money-back guarantee, including US, UK and Ireland purchases. Applicable additional local taxes are shown at checkout. Request a return through your Digistore24 order confirmation.
Turn a week of numbers into a reasoned next step.
EUR 129 / USD 129 / GBP 129 one-time. No subscription. unconditional 60-day money-back guarantee, including US, UK and Ireland purchases. Applicable additional local taxes are shown at checkout.
Buy for €129Buy for US$129Buy for £129Payment and delivery through Digistore24. Support: info@einfachhaltbar.de.
Unconditional 60-day money-back guarantee
Request a full refund within 60 days of your first payment through the support link in your Digistore24 order confirmation or email info@einfachhaltbar.de with your order number. No reason or proof of results is required. Downloading or using the materials does not remove this guarantee. Your statutory rights remain unaffected.