Thamer James Blog
Governance, Risk & ComplianceQuality Consultant – Interested parties
Section 4.2 of 9001: 2015 establishes the need to determine the interested parties or stakeholders. All organisations will have some interested parties, these might includecustomers, bond holders, partners, franchise operators, bankers, regulators,...
Quality Consultant – Infrastructure
The infrastructure clause of 9001: 2015 is relatively straight forward although the author of this blog would suggest that the organisation should be clear at the onset what should be included. The Standard requires that an organisation should...
Customer Service Consultant – Resources, people & technology
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...
Customer Service Consultant – Recruitment & training
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...
Customer Service Consultant – Leadership & management
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...
Customer Service Consultant – Customer Service Strategy
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...