by layertec | Nov 11, 2020 | Governance
Customer service can mean different things to different people. But in its simplest terms it means consistently achieving customer satisfaction with the supply of an organisation’s goods or services. Good customer service should be evident across all parts of a...
by layertec | Nov 11, 2020 | Governance
Good customer service requires that an organisation should plan and manage the required competency needs of its key staff. Staff deployed to front line activities that might interface with consumers should have suitable behaviours and aptitudes to deliver customer...
by layertec | Oct 26, 2020 | Compliance
In previous blogs relating to vulnerable customer programmes the author has discussed the alignment of the organisation’s culture with that of the needs of potential vulnerable customers. A culture assessment or audit is a good place to start and will allow top...
by layertec | Oct 26, 2020 | Compliance
Organisations seeking to create a value-added vulnerable customers programme should have robust policies and procedures in place to deal with promotions and marketing. Campaigns should be clearly formatted in a way that aids customer satisfaction. Brochures or website...
by layertec | Oct 26, 2020 | Compliance
Staff within an organisation creating a sound vulnerable customer management system such as BS18477 need to consider carefully how records are managed and maintained. Adequate staff training is needed to ensure that vulnerable customers have their records clearly...
