Customer Service will be the critical focus area for us in this year. We have already started our ‘Service Excellence’ project and doing very good, so far.
As the next step in our `Service Excellence’, We will be initiating standardizing and best practice for `Customer Service’. ISO/IEC 20000:2018 (or ITIL) is the ‘Best Practice’ guidelines for improving customer support quality. We will be implementing this practice for our support service in phases. The first important task is setting our `Service Management Policy’. The policy statement sets our direction and vision for customer service. Every employee of FutureCalls (technical as well as non-technical) should understand, agree and commit to this Service Policy. Please plan you goals and practice to align with the company’s Service Policy. This is a basic requirement for all FutureCalls staff.