Customer Experience

A Customer’s Bill of Rights

Customer's Bill of RightsEach and every one of us is a customer. We put gas in our cars, eat at restaurants, and regularly make purchases at a variety of stores. As customers, we all have expectations for how we ought to be treated. It goes without saying, then, that the customers of your organization are no different.

You’ve probably heard the saying, “Do unto others as you would have them do unto you.” Well, this is a great rule in life, especially when it comes to dealing with customers. By taking care of customers the way they would like to be taken care of, you offer customer-focused service and make a positive impact on your customers.

Below is a list outlining some universal “rights”—expectations that all customers tend to have.

Customers want to be:

  • Listened to and understoodCustomers want to know that you truly hear what they’re saying. What’s more important is that you understand what your customer really wants or needs.
  • Taken seriouslyCustomers want you to recognize the .importance—at least to them—of their concerns and needs.
  • Served in a timely wayCustomers want to be taken care of in an efficient and timely manner.
  • Treated with respectCustomers want to be treated as valued and respected individuals.
  • Treated with sensitivityCustomers trust you to be caring and professional at all times.

Following are ways you can help your employees embrace and execute the Customer’s Bill of Rights.

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  • Incorporate discussion of these rights into your coaching sessions and staff meetings.
  • Create a sign or a poster outlining these rights, and post it where it will be seen by all employees.
  • Consider various ways to put these rights into action through your current practices and new initiatives.
  • If you are looking to move towards a more customer-focused culture, the Customer’s Bill of Rights can help you achieve this. In short, the Customer’s Bill of Rights is an effective way to remind all of us of what is truly important to our customers….taking care of them the way they want to be taken care of.

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