The Customer Service Code of Conduct

The Customer Service code of conduct is a guide on core values and expected behavior for Customer service professionals developed by CX TouchPoints Group.


  • Cheerfulness
  • Empathy
  • Responsiveness
  • Respect
  • Honesty


  1. Always keep in mind that the business exists because of the customers, your job exists because of the customer. Before you serve each customer remember they are the reason you are into business and serve them in a way that fulfills that mission.
  2. Maintain a positive attitude at all times, it is the right recipe for a great day at work.
  3. Make sure the customer gets the best deal, by honoring the promise the company has made and your engagements.
  4. Even if it is evident that it was the customers´ fault still let them leave with dignity and without feeling embarrassed.
  5. Be grateful to customers for raising their complaints. Thank them for bringing this to your attention.
  6. When serving customers, tailor the level of engagement with each customer´s unique needs.
  7. Keep a smile at all times.
  8. Greet customers warmly. This demonstrates to them that you are happy to serve them.
  9. Escalate any challenges and complaints you cannot handle quickly and follow up on their resolution.
  10. Always inform the customer on what is happening or the progress on their request, so as to avoid information gaps that lead to poor service.
  11. Call the customer by their name. This shows they are unique and you know them personally.
  12. Look neat at all times. Your looks are part of your body language and could be sending wrong signals.
  13. Do not discuss non-work related issues with a colleague when serving a customer. Be brief with work-related discussions with colleagues when serving a customer.
  14. Never shout across a customer. Move to the person you want to talk to and talk in a calm and low tone.
  15. Take time to know your products and services. Customers nowadays are very knowledgeable and can verify the facts you present. Display of lack of product knowledge leads to a poor experience.
  16. Provide the right information to customers. Do not trick them into signing deals or buying products.
  17. Honestly assess your customer’s challenges and recommend the best products for them, even if they are not the most profitable for the company.
  18. Never share customers’ private information without their consent.
  19. Display equal respect for all customers. No customer is more important than another.
  20. Always give customers a listening ear, listening enables you to get the facts of their story and also permits them to air out.
  21. Remember your first job description is to give every customer at every interaction with you, their best experience ever with your brand.
  22. You are not in competition with your colleagues on who offers the best customer service, share your customer service best practices and learn from others.
  23. Never take personal what the customer says or writes when they are frustrated. Remain composed and act professionally at all times. This could be the beginning of their best experience with the brand if handled well.
customer service code of conduct
Customer Service Code of Conduct #34
  1. Be happy to receive complaints on behalf of the company, this is the biggest single gift a customer could give a company.
  2. Always thank the customer for coming, at the end of the interaction and ask them if they are satisfied.
  3. Raise alarm to hierarchy on any observations about a customer’s behavior which could lead to future bad experience, this proactive way of dealing with problems creates ravings fans.
  4. Do not wait for problems to erupt, solve problems that are developing even before they erupt this is a demonstration of customer experience heroism.
  5. Do your work well and keeping it simple and easy, this makes your colleagues work better.
  6. Use positive language when discussing with customers and colleagues, no not criticize or condemn.
  7. Be polite and courteous, this makes you more accessible and motivates customers to approach you and trust you.
  8. Take ownership of customer complaints. Follow then up till resolution and notify the customers when the solution has been obtained.
  9. Acknowledge emails and electronic submissions within the same day of reception.
  10. Be time conscious and notify about challenges before and not after the deadline.
  11. Above all know that your mission is to be the bridge between the heart of the customer and the heart of the company.
Customer service code of conduct

This is the Customer service code of conduct, a fair representation of what makes great customer service professionals. #CustomerServiceCode