by layertec | Oct 10, 2021 | Governance
The new ISO 37000 Standard for governance of organisations examines the area of strategy in relation to the value generation model. Most organisations will be appraised of strategy and its concepts. The new ISO 37000 Standard suggests that strategy should follow: Set...
by layertec | Oct 10, 2021 | Governance
Once of the key principles of ISO 37000 is value generation. This requires that an organisation seeks to ensure that core values are both defined and fulfilled in relation to the purpose of the business. The rationale for this is that all enterprises should aim to...
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...
