Write Once, Use a Hundred Times
Who this book is for
Người làm chăm sóc khách hàng (customer success) ở doanh nghiệp Việt Nam bán phần mềm, dịch vụ hay giải pháp theo hợp đồng định kỳ cho khách doanh nghiệp: nhân viên phụ trách vài chục tới vài trăm tài khoản, trưởng nhóm nhỏ, hoặc người đầu tiên làm nghề này trong công ty; liên lạc với khách chủ yếu qua Zalo, thư và cuộc gọi.
Sound familiar?
- Everyone sends welcome emails differently.
- New hires ask colleagues for every step because nothing is written.
- A thirty-page process document exists that nobody opens.
- Best practice lives in one expert's head.
After reading, you can
Help customer success leads write playbooks so the whole team handles repeated situations consistently.
Each chapter answers one question
Chapter 1: Which work actually deserves a playbook?
Which situations in my team repeat often enough to become a playbook?
A playbook is worth writing for work that repeats often and is costly to get wrong.
Chapter 2: Does a longer playbook make the team better?
What parts does a playbook have?
A good playbook fits on one screen and starts with its trigger condition.
Chapter 3: What is wrong with sending the template as-is?
Which parts of a playbook should have ready-made templates?
An email template is a starting point, not something to send word for word.
Chapter 4: Why does nobody open the playbook we wrote?
How do I get the team to actually open the playbook when they need it?
A playbook nobody uses is just a document sitting in a folder.
Chapter 5: Is an old playbook teaching us to fail consistently?
When, and by whom, is a playbook revised?
A playbook must change as customers change, or it teaches the team to be consistently wrong.