Inside This Playbook

    1. ๐Ÿ“’ 1.1 What a Quality Program Really Is

    2. ๐Ÿ“’ 1.2 Why QA Programs Fail

    3. ๐Ÿ“’ 1.3 Connecting QA to Company Goals

    4. ๐Ÿ“’ 1.4 Audit Your Current QA Reality

    5. ๐Ÿง  1.5 Quality Foundations Audit

    6. โœ”๏ธ 1.6 Knowledge Check

    1. ๐Ÿ“’ 2.1 Defining โ€œGoodโ€ Support Behavior

    2. ๐Ÿ“’ 2.2 Building Your QA Scorecard

    3. ๐Ÿ“’ 2.3 Calibration and Consistency

    4. ๐Ÿ’ผ 2.4 How Airbnb Rebuilt Its Customer Support Quality Program to Drive Business Outcomes

    5. ๐Ÿง  2.5 Behavior Design & Scorecard Alignment

    6. โœ”๏ธ 2.6 Knowledge Check

    1. ๐Ÿ“’ 3.1 Turning Feedback Into Action

    2. ๐Ÿ“’ 3.2 Coaching with Confidence

    3. ๐Ÿ“’ 3.3 Creating a Culture of Growth

    4. ๐Ÿง  3.4 Coaching and Feedback That Drives Change

    5. โœ”๏ธ 3.5 Knowledge Check

    1. ๐Ÿ“’ 4.1 What to Measure (and What to Ignore)

    2. ๐Ÿ“’ 4.2 Reporting QA Outcomes to Stakeholders

    3. ๐Ÿ“’ 4.3 Evolving Your QA Program

    4. ๐Ÿ’ผ 4.4 Chewy's Customer Service Quality Assurance Transformation

    5. ๐Ÿง  4.5 Proving and Evolving Your QA Impact

    6. โœ”๏ธ 4.6 Knowledge Check

    1. ๐Ÿ“’ 5.1 Final Review and Common Pitfalls

    2. ๐Ÿง  5.2 Your QA Launch Plan

    3. ๐Ÿ“’ 5.3 Playbook Download + Action Plan

    4. ๐Ÿ“– 5.4 Download Your Playbook

About this course

  • $149.00
  • 27 lessons
  • 0.5 hours of video content

FAQ

Email: [email protected]

  • Do I really get to keep the playbook forever?

    Yes. Once you download a playbook, itโ€™s yours for life โ€” even if your access window ends.

  • How fast can I complete a playbook?

    Most leaders finish in under 2 hours, but you may be able to go faster. The goal is for you to quickly absorb the concepts and apply them immediately. Theyโ€™re designed for busy CX leaders who want quick wins, not long lectures.

  • What if I buy one playbook and later want All-Access?

    No problem โ€” weโ€™ll credit your single playbook purchase toward your All-Access Pass.

  • Whatโ€™s included in the All-Access Pass?

    Every current playbook, every new release for the year (rolling 12 month period), and all certification tracks. Plus, you can download and keep them all.

  • Are these playbooks for individuals or teams?

    Both. Many managers and directors start individually, then expand access for their team to scale faster.

  • Do you offer refunds?

    If the playbook isnโ€™t what you expected, reach out within 7 days and weโ€™ll do everything we can to make it right. Once a playbook has been downloaded, refunds arenโ€™t available since youโ€™ve already unlocked its value โ€” but weโ€™ll work with you to find a creative solution, whether thatโ€™s credit toward another playbook or helping you get the most out of what you purchased.

  • How do I know which playbook is right for me?

    Start with the Playbook Match quiz โ€” it takes one minute and points you to the best fit for your role and goals. https://www.cxcollectiveadvantage.com/match