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Creating customer service charter

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#1   Posted: 25 Sep 2008 08:26

I'll be garteful if anybody can give me info on site with ample information on creating a customer service charter. Also tools that can help trach performance.


#2   Posted: 26 Sep 2008 10:53

A customer service charter simply spells out all of the ways (products, services) that an organization serves its clients. While there might not be a website that serves as a step-by-step template (don't know, haven't looked), I am quite certain that if you searched for 'customer service charter' you would be presented with many real-world samples.

You'll also find plenty of performance tracking tools by doing a simple search.


#3   Posted: 22 Oct 2008 03:26

For me the issue is making sure that the Customer Charter covers issues that are important to your customer, and not necessarily those that are easy to measure internally - a trap that I think we can all easily fall into. The other aspect to think about is when reporting against the Customer Charter metrics will you know what drives them, and therefore what needs to be done in order to improve performance?

I agree with KarenSB's suggestion of have a look for what other people do to give you a starting point, but also have a look internally about what you know the customer values from your own organisation. The combination will be a good starting point.

#4   Posted: 18 Sep 2009 21:45

I agree with Karen and Customerchampions look at the success of others as well as their failures. You can also pay close attention to what your customers are suggesting and find a good mix that will work for your particular niche.

I would also suggest you put yourself in your customers shoes and take a long look at how you would like to be served. Your employees work hand in hand with your clients on a regular basis and may provide valuable insight into the solutions you require.

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