Defining you customer service strategy is one thing but communicating that position to the customers is another thing all together. In this article we would understand what a customer’s bill of rights is and how we can develop and publicize one.
What is a bill of rights?
The Oxford languages dictionary defines Bill of rights as a formal declaration of the legal and civil rights of the citizens of any state, country, federation, etc. This bill of rights or chatter of rights is simply the list of the most important rights to the citizen of a country.
The 10 first amendments of the constitution of the united states of America, or Bill of rights of the united states of America include rights like the freedom of religion, speech, press, assembly, and petition, rights of accused person, rights of trial by jury in civil cases etc. The point here is to show you the fundamental nature of the rights that make up the bill of rights. The purpose of these rights is to protect the citizens against excessive government infringement.
The customer bill of rights
A customer bill of rights is simply those set of rights you accord to your customers. Those very fundamental things your customers deserve and whose non respect is discriminating against them or depriving them of what they are rightfully due. While this would vary from one organization to another, there are some basic rights that every organization must accord to the customers such as the right to be listened to. The right to complain if they are not satisfied with the products or services, the right to have their privacy respected and their data protected.
How can I create a customer bill of rights?
Creating a customer bill of rights requires team effort by the organization. The starting point of this process is to access the quality of service you currently offer to the customers. There are three ways of getting this right ; knowing what the employees think, what the customers think and the getting expert opinion on the health of your customer service. Listen to the voice of the customer through feedback to know what their impressions are.
Once the areas of amelioration have all been identified. The next phase is to decide on the strategy that will be used to solve the problems raised as well as the new attitude which every employee would have to adopt. This consist of making new customer service resolutions. What we want to change. How we hope to change it. Who shall be in charge of each action.
At this point we have a clear pictures of how much our customer service has been hurting or helping our customers. Based on the resolutions made, you can now state your customers’ rights which we must respect going forward. Setting a bill of rights announces to the customers your dedication to improving their experience and defines clearly the promises you make to them. It has a big impact on shaping the customers’ expectations and serves as a measuring tool for the services delivered.
CX TouchPoints Group
Let our experts create a bill of rights for your organisation.
Publication and examples of our customer service bill of rights.
The job doesn’t end with developing lofty rights for the customer. We need to communicate this to the customer. Make it visible and put it where ever customer can have access to. Make sure your team goes through these rights as often as possible so they do not forget the promise you have made to the customers.
There are many creative ways in which some companies have developed this concept. Though the appellations may change the central idea remains the same. Here are a few examples. The Ritz Carlton hotels and resorts defines 12 service values in their Gold Standard a set of pronouncements which encompasses their values and philosophy.
The herb’s auto customer bill of rights includes the promise to do free tire rotation with yearly inspection, free copying service, free lifetime emergency towing and more. They inscribe this nicely and publicly on their website.
Republic west Remodeling Customer’s Bill of rights provides a guide by which customers can set their expectations for any home remodeling project. They present 10 rights which are beautifully published on their website. These include; the right to know before customers agree to any project what the project cost will be upon contract signing, along with a true and accurate understanding of what the project will cost upon its completion.
Another great example is the Neal Tire and auto service bill of rights in which the company commits to be responsive and respectful, to sell only what customer needs, to provide clear explanation of cost before doing any work, to have trained professionals working on the customers’ vehicles, to keep customers updated on the status of their vehicle and to provide clean and comfortable place for the customer to wait.
Consumer Privacy Bill of Rights / Consumer Bill of Rights
In the United states of America in 2012, the Obama administration enacted the consumer privacy bill of rights in view of improving consumer privacy protection. These include the right to exercise control over what personal data companies collect, the right to easily understand an access information about privacy and security practices, the right to expect that companies will collect use and disclose personal data in ways that are consistent, consumers right to responsible handling of their personal data, the right to access and correct personal data, the right to reasonable limits on the personal data that companies collect and retain among others.
Just like in the above intervention by the Obama administration, in 1952 president John F. Kennedy extolled for 4 basic consumer rights in his speech to congress on March 15th; the right to safety, the right to be informed, the right to choose and the right to be heard. These rights also called the consumer bill of rights were latter expanded to 8 rights by the united nations through its guidelines for consumer protection. These additions included the right to satisfaction of basic needs, the right to redress, the right to consumer education and the right to a healthy environment.
The value of a customer service bill of rights.
As we can see in the above examples. Having a bill of rights is an assurance of the quality that would be delivered. It raises the confidence level of the customers in your ability to deliver great service. It is an indication of the quality of the products and services that would be received. Your customer service bill of rights sets the bar for the kind of service you would deliver and permit to differentiate you from competition.
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.
Maintain a positive attitude at all times, it is the right recipe for a great day at work.
Make sure the customer gets the best deal, by honoring the promise the company has made and your engagements.
Even if it is evident that it was the customers´ fault still let them leave with dignity and without feeling embarrassed.
Be grateful to customers for raising their complaints. Thank them for bringing this to your attention.
When serving customers, tailor the level of engagement with each customer´s unique needs.
Keep a smile at all times.
Greet customers warmly. This demonstrates to them that you are happy to serve them.
Escalate any challenges and complaints you cannot handle quickly and follow up on their resolution.
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.
Call the customer by their name. This shows they are unique and you know them personally.
Look neat at all times. Your looks are part of your body language and could be sending wrong signals.
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.
Never shout across a customer. Move to the person you want to talk to and talk in a calm and low tone.
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.
Provide the right information to customers. Do not trick them into signing deals or buying products.
Honestly assess your customer’s challenges and recommend the best products for them, even if they are not the most profitable for the company.
Never share customers’ private information without their consent.
Display equal respect for all customers. No customer is more important than another.
Always give customers a listening ear, listening enables you to get the facts of their story and also permits them to air out.
Remember your first job description is to give every customer at every interaction with you, their best experience ever with your brand.
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.
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.
Be happy to receive complaints on behalf of the company, this is the biggest single gift a customer could give a company.
Always thank the customer for coming, at the end of the interaction and ask them if they are satisfied.
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.
Do not wait for problems to erupt, solve problems that are developing even before they erupt this is a demonstration of customer experience heroism.
Do your work well and keeping it simple and easy, this makes your colleagues work better.
Use positive language when discussing with customers and colleagues, no not criticize or condemn.
Be polite and courteous, this makes you more accessible and motivates customers to approach you and trust you.
Take ownership of customer complaints. Follow then up till resolution and notify the customers when the solution has been obtained.
Acknowledge emails and electronic submissions within the same day of reception.
Be time conscious and notify about challenges before and not after the deadline.
Above all know that your mission is to be the bridge between the heart of the customer and the heart of the company.
This is the Customer service code of conduct, a fair representation of what makes great customer service professionals. #CustomerServiceCode
In this article we will discuss what customer service is all about. This guide brings out the importance of customer service and its central role in every organisation. It also permits us to understand who the customer is and what role customer satisfaction plays in the success of the organisation.
Importance of customer service.
“What if customer Service was a basic human right?” Patricia Pedhom Nono
Organizations are created to serve
customers. The customer is the very essence of every profession. Be it a
business unit, non-governmental organization or governmental organization. The
customer is the center of every profession. You may be from the medical, legal,
political or religious core, we all serve customers.
We may not have the same type of customers. Your customers could be children, they could be citizens, patients, followers, or your students. We all have customers and we all serve customers. You can therefore perceive the customer as the beneficiary of your activity.
So Customer service is a way of life, and everyone around us is a customer. Some customers could already be benefiting from our services and others yet to. We are all in the business of serving customers and must serve both the existing and potential customers well.,
Customer service is therefore
central to every organization and the mastery of this very important aspect of
organizational life is important for organizational success.
Let us look at the definition of
customer service, what motivates customers, why they behave the way they do and
how we could be able to satisfy their needs with simple actions.
Business dictionary defines customer service as “All interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a product and builds enduring relationship.”
This definition brings out three main things about customer service.
“All interactions”, “adds Value”, “Relationship”.
error most people do is to think that customer service is about a single
interaction. It is wrong to think that customer service happens only when the
customer is buying from us.
words “All interactions”, means even
when the potential customer visits, buys or passes around our premises. The
nature of the interaction will either add value to the organization or reduce
it. The role of good customer service is
to add value to the organization by creating value for the customers. The
third point states, it is a “Relationship”.
This brings to light the emotional connect that must exist in customer service.
Going beyond a mere contact to build sustainable relationships.
Customer service entails being able
to anticipate and satisfy the needs of existing and potential customers in a
consistent and dependable manner. Good service entails a conscious act and must
be consistent. This explains why staff may need
to undergo training in customer service to be able to have a consistent high
level of service throughout the system.
must be wondering, if customer service is this important why is it not a rule.
Now you see the point. “What if customer
service was just a basic human right”? Certainly some organization’s which
we will call customer centric organizations have understood this lesson.
company, must not only have eyes on profits but also on how best to serve its
customers. Profits and market share are the products of listening to customers
and acting upon their needs.
centric companies recognize staff members who balance job efficiency with
customer satisfaction. Their managers focus on supporting their staff in doing
their jobs well. This permits staff to focus their attention on taking care of
customer needs. Such companies exhibit a participative management style where
staff have opportunities to offer feedback on key customer issues before
decisions are made.
So you can now see that customer service is the bridge between the customer and the brand or the organization. The customer is therefore one of the pillars of the sales act.
Service a core pillar in the 3ps of the sales act
sell a product, three basic conditions are necessary; the first is that we must
have an element or something which we are selling; (i.e. the product or the
service). Secondly we must have the
medium through which we will sell the product or service (i.e. the place or
venue), and lastly we must have the buyer who needs the product or service and
would like to acquire it.
a buyer to acquire the product the good remains with us. So selling is only
made complete with the buyer acquiring the product. The physical or immaterial transfer of the
product materializes the sales act and provides a framework for customer
date, allot of focus has been put on the
product and the place and very
little attention has been given to the
buyer. It is sad that the most
important element of a sales act is the most ignored. Let us have a deep
look at the distinction between the product, the place and the person (which we
call here the 3ps of the sales act).
Product and place are
inanimate whereas the person is animate. Meaning once the
product and place have been decided on, we could easily forecast the impact these
two will have on the sales act. E.g. lighting effects and music during sales
promotions would attract allot of attention. A very beautiful car will attract
attention, a well painted and decorated office would be attractive to customers
as such the product and service once configured permits to obtain almost certainly
a particular output. This is not the
case with human beings or persons.
at times react differently from what we expect. This is a good reason why you
need to understand who your customers is and determine their reactions to
situations. The key question here is,
how do we keep customers satisfied?
Customers represent both an input and an
output to the enterprise. This explains why a satisfied customer always returns
and always speaks positively of the enterprise thus attracting more customers.
Quality management puts a lot of emphasis on transforming customers into assets
for the enterprise.
the customer visits a sales point he or she leaves that sales point with a feeling.
This feeling could pull them back or push them away. This feeling is what we
call a perception. The enterprise should be able to determine the feelings of
their customers and harness them into actionable insights. Johnson and Clark (2001) state that customer
satisfaction levels vary between two extremes; delighted and dissatisfied.
When you serve a customer well, they leave satisfied. The bad news is;
this satisfied customer could seek the same service elsewhere either to compare
what others have to offer or simply because they expected good service from you
in the first place. Delighted customers on the other hand will often come back,
while a dissatisfied customer most often go away.
After having a positive experience with a company, 77% of customers would recommend it to a friend. Temkin Group
The key point here is; it’s not enough to serve the customer well
but to give the customer a reason to always come back. To achieve this all
we need is go the extra mile. Offer the extra service, offer beyond the normal
without necessarily increasing the price. The service should be more than
proportionate to the price paid.
Transformed customers constitute a human resource to be valorized by the enterprise. We could do a distinction here between internal human resource (workers) and internalized human resource (transformed customers). Just like workers emotions and psychophysiology is studied, measured and nurtured, so too should customer feelings and expectations. We must study the psychophysiology of the satisfied customer. The enterprise must be able to put in place a customer satisfaction management system. How we relate with the customer shows our customer intimacy.
Customer satisfaction management
requires a blend of psychology, sociology, philosophy and quality management
techniques. Customer satisfaction is as important as financial management within
the organization and must be given the required attention and resources. Increasing
customer value through customer intimacy can permit revenue growth.
Increasing customer value, through customer intimacy can permit revenue growth. Looking at the value creation map presented by Bernard Marr et Al. of the Grandfield School of management you will observe that intangibles drive up the value of tangibles. Customer satisfaction constitutes one of the greatest intangibles of an organization.
Customer satisfaction as an intangible asset
Strategically, intangible assets constitute
a great competitive advantage. Identifying the opportunities present to an
enterprise would be of no use, if the enterprise cannot be able to use its
knowhow to discern and create value out of its intangibles. It’s worth noting
that customer satisfaction as an intangible asset is not easy to measure but if
well-conceived and valorized, it could be measured by the spillover effects it
has on performance.
It takes just the right attitude to transform customers. The fact that the customer moves to your sales point either by curiosity or conviction doesn’t make that person an intangible asset for you. Building a strong professional relation on the foundation of satisfaction is what creates the asset.
Customer satisfaction as a key performance indicator
Customer satisfaction is a key performance indicator due to the fact
that, when the customers are satisfied then the future of the business is
guaranteed, then liquidities would come in, then the enterprise would have a
good image, which further reinforces the customer perception.
For a customer to be satisfied we must understand his needs. Once these needs are satisfied, the customer becomes satisfied and when we go beyond satisfying his needs the customer is delighted. What therefore are customer needs? How do we discern them? How do we satisfy them?
The American Psychologist Abraham Maslow demonstrates that man has seven innate needs. Let us focus on the first two which he termed higher order needs:
The need for freedom of inquiry and
The need for knowledge and
How does the understanding of this model
help us build a better relationship with customers?
To answer this question we would further
borrow from the techniques of effective communication.
To communicate well we must master four things:
Focusing on the first which is
listening, we could link it to Maslow’s first need ‘freedom of inquiry
and expression’. We must allow customers freely express themselves,
without cutting in or assuming we know what they are about to say. Listening to
a customer with attention permits him or her to satisfy this need for
expression and inquiry.
Secondly we must be flexible enough to
speak well, or write well. These three aspects permit to enhance understanding.
A customer who is well served but whose doubts have not been clarified most
certainly would not be satisfied. Our writing to customers must be visible and
we must adapt our tone and choice of words to permit the customer understand us
well. Good communication alone is a strong factor of satisfaction
Customers therefore have very basic needs:
The need to be understood
The desire to feel important
The feeling that they are welcome
The need to be listened to
These needs are basic, they are simple but require skill. When you carry out these simple actions that aim at satisfying the customer it is important to obtain some feedback to know if you achieved your goal.
Customer Satisfaction feedback
Customer satisfaction is both an input
and an output to the enterprise. Looking at it from the marketing perspective the
role of marketing is to anticipate and supply customer requirements efficiently
and profitably. Which means enterprises
should understand that what they sell is not products but a promise of
The core task of marketing is
determining customer needs and ensuring
that these needs are met. Sales are only complete when we obtain feedback
on the services offered. Customer satisfaction thus needs to be measured and
analyzed so as to determine the internal processes that permit to obtain the financial
With the multiplication of products and services everywhere, you cannot afford to send customers away unsatisfied. This does not mean unsatisfied customers would not exist, they would, and this is why you must learn how to deal with difficult customers and transforming them into advocates
Customer Satisfaction goes beyond the product
When you watch adverts today, you notice
that most often, nothing is said about the product itself, focus is on a
storyline, a catchy event. Why are companies all turning green, promoting
environmental protection, ethics and social values? To understand this let us
look at two theories. First, the pyramid of needs of Abraham Maslow.
The lesson to be brought forth here is that, instead of focusing so much efforts
on products, focus should be on the needs that the products satisfy. According
to Maslow until inferior level needs are
satisfied the person does not move to higher level needs. So it is not the
product we should focus on, but the link between the product and the needs of
the people. Showing how their needs would be met through the consumption of the
This explains why in most adverts, little
attention is given to the technical attributes of the product, and focus is on captivating
the buyers attention and stimulating their emotions. Of course as a buyer you
would only be interested in a service or product you think will satisfy your
The sales person should be able to
identify the dominant needs of each customer and thus act as a bridge between
the product and the heart of the customer. Let us take a simple case of the
banking sector. The banker could tell a student how savings enables to meet us
with their feeding that shelter needs. Tell a newly employed how savings gives
him security and freedom, tell business man how savings would enable him build
his asset base, and tell a retiring millionaire how choosing his institution
guarantees a future for his children. The idea is assuring satisfaction, by demonstrating
what is in it for the customer.
The second theory is
that which focuses on the different
product levels. Each product has 3 levels:
The material aspect of the
product is what we see, feel and touch. Its color, its size, its beauty. The
functional level of the product is what it does or its use, while the symbolic
is the perception of the customer as to what he or she is consuming and how
others will perceive them as they consumes the product.
Taking time to
demonstrate the symbolic elements of the product or service permits to enhance
customer satisfaction. Many people would buy a product just for the perception
others have of them consuming it or the feeling they have consuming it. So give
to the customers what they need. Be it affection, security, recognition,
fulfillment; these needs once satisfied transforms them into delighted customers.
Because of this
importance attached to the concept of customer service several experts have
developed theories on how to improve the overall customer experience (considered
to be more holistic concept), measuring the level of satisfaction and
integrating this into the strategic objectives of the organization. Software developers today are able to gather
data on the customers and use this to develop insights and speculations about
their behavior. Today the concept goes beyond just service and encloses the
entire customer Journey.
It is important to see the customer as a stakeholder in the organization. The customer is not just a stakeholder but a major stakeholder and they are the reason for which the organization exist. It is difficult to separate customer service from sales. As we are always selling either a service, a product or a perception to customers.