A customer charter sets the standards for a company regarding customer service. A charter is shared with all employees so they work under the customer charter to assure the best customer service possible.
A charter explains different areas customers can expect service. Customer service goes beyond listening and helping customers, but to other sectors such as information and privacy.
The responsibility of writing the customer charter may fall to a number of employees. A manager, human resource director or director may write such a charter. It is written by a leader with knowledge of how to build and keep a client base.
All customers of a company have access to the customer charter. This may be through online or a physical copy. Regardless, customers expect the information laid out in the customer charter and it is a company's responsibility to comply.