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...
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 | Jul 7, 2020 | Governance
In creating an effective corporate governance programme to align with BS13500 the organisation should at first consider a governance policy. This should be prepared by the executive team and approved the CEO. The policy would normally be a formal document, ideally...
by layertec | Jul 7, 2020 | Governance
Creating a suitable governance arrangement is not easy. The author of this blog has worked in organisations for over twenty years reviewing governance controls etc and getting an appropriate balance right – is no easy task. Software solutions may present a very...