Thamer James Blog
Governance, Risk & ComplianceCustomer Service Consultant – Creating Good Customer Service
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...
Customer Service Consultant – Competency profiles
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...
Vulnerable Customers Consultancy – Sales Activities
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...
Vulnerable Customers Consultancy – Promotions & Marketing
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...
Vulnerable Customers Consultancy – Managing Records
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...
Vulnerable Customers Consultancy – Contracts & sales documents
The British Standard for Inclusive Service Provision BS18477 advocates clear arrangements for contracts and sales documentation. An organisation embarking upon the creation of a sound vulnerable customer management system should ensure that there are robust policies...