Customer Experience Charter
The customer lies at the heart of everything we do. Every decision we make and action we take should be for the ultimate benefit of the customer, and we should tailor our behaviours accordingly when they contact us.
With this in mind, we have compiled your suggestions and included the most popular in this Customer Experience Charter.
By signing the charter, you are agreeing to live these behaviours every day, and to help embed them in the teams around you.
Please review each statement and then sign your name at the end of the document. Make sure your team has also signed, and hold each other to account to ensure we’re providing the best possible experience to our customers, however, wherever, and whenever they speak with us.
Ownership
Once involved in a customer issue or complaint, take ownership right through to resolution, even if you weren't the cause of the problem.
Honesty
Be honest with the customer to manage their expectations. Better to be honest than not make unachievable promises!
Acknowledgement
Always acknowledge the customer's issue - don't ignore or contest it without investigating. Acknowledge receipt of customer e-mails immediately.
Confirmation
If unsure about the details, call the customer to confirm your understanding.
Check-in
Check back with the customer to confirm their issue was resolved, and get their feedback about the service they experienced.
Agreement
Agree resolution and communication timelines with customers (and stick to them).
Mindset
Change your mindset from "I can't help" to "I will help" and respond with positive and professional language.
Communication
Adapt communication based on the customer and always show empathy depending on their circumstances.
Collaboration
Treat teammates across departments as if they are your customer. Anybody who needs support from you should be treated like a customer.
Interaction
If you have been contacted by email, call the customer to tell them how you will support them.
Continuity
Agree response and process SLAs within your own team.
Escalation
Agree within your team on when and how to escalate customer issues
Ready to sign up to the Customer Experience Charter?
Submit your details to add your name to the charter.
