Insight: The Customers' Bill of Rights

The key steps to enhancing your customer relationships.

How many people in your company know how to treat a customer?
Often, the only people who regularly associate with customers are in the Sales or Service organizations. But.. in a Customer Focused Company, all employees know the importance of customers through highly visible campaigns and executive-level commitment. Widely displayed as part of a company-wide program, The Customers' Bill of Rights conveys simple yet powerful rules to teach customer care and to promote a cultural change toward enhanced customer-focus.

The Customers' Bill of Rights
These rules may be the key steps to enhance your customer relationships.
They may also change the way your company does business.

• Customer needs are the highest priorities for all employees.
• Customers are treated with respect and courtesy at all times.
• Customers are always right.
• Promises to Customers are always fulfilled.
• Customer telephone inquiries are returned within two hours.
• Customer requests take precedence over all internal tasks.
• Customer requests will be fulfilled in a mutually-agreeable timeframe.
• Customers are always contacted after a request has been fulfilled to ensure a satisfactory resolution.
• Apologies to Customer are conveyed both verbally and in writing.

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