by layertec | Nov 11, 2020 | Governance
An organisation embarking upon a customer service strategy should plan the people resources and technology that will be needed to support the delivery of the planned product or service. It is no use having a marvellous product if the processes for its release to the...
by layertec | Nov 11, 2020 | Governance
To deliver a truly customer service driven service the organisation should adopt a variety of interview techniques to verify that new staff are suitable for their roles on the front line of customer service. A simple test might be a telephone interview with simulated...
by layertec | Nov 11, 2020 | Governance
Good customer service starts at the top of organisations. The CEO or business leader must set the tone for the direction, control, and accountability of sound customer service. This should not be a ‘lip-service’ exercise. The CEO should be visibly committed to...
by layertec | Nov 11, 2020 | Governance
To create a good customer service strategy an organisation should consider the key outputs that achieve or drive satisfaction in the goods or services being supplied. The key attributes of a customer service strategy are reputation, performance, growth profitability...
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...
