Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume VIX, Issue 8

Date: September 1, 2008 - Customer Service Bill of Rights

Below is a Customer Bill of Rights from Omega Management Group that is the result of research and analysis of global best practices in business-to-business customer service.

This Customer Bill of Rights has 10 items that define best practices to use when interacting with customers and employees:

1. Deliver quality products and services
2. Provide a supportive workplace environment
3. Reward employees for customer service excellence
4. Appoint a senior customer advocate
5. Measure levels of customer satisfaction and loyalty
6. Report on customer satisfaction and loyalty
7. Take corrective action when needed
8. Benchmark performance within the industry
9. Seek independent audit of customer service processes
10. Conduct annual review of customer service processes

This isn’t earth shattering or anything truly new, but it’s nice to see it put into one list (in no particular order), and address employees, and be substantiated by research.

© 2008 Human Technologies Global, Inc. All rights reserved. www.human-technologies.com