How to Create a Customer Service Charter

Written by kenneth w. michael wills
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How to Create a Customer Service Charter
Writing a customer service charter. (writing image by Alison Bowden from

A customer service charter lists the entitlements of customers, discusses the level of services rendered to customers, and defines the relationship between the business entity and the consumer. The purpose of the customer service charter is to keep the business entity focused on providing the customer service levels in which the organisation intends, in addition to educating the consumer. Organizations usually revisit the original charter at least annually to ascertain improvements and changes in customer service policy. The distinction between a charter and a policy is that a customer service charter is a statement of intent, rather than a contract with a customer; however, the charter does serve to establish clear expectations among your staff and customers regarding quality service levels.

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  1. 1

    Write an introduction that provides a brief description of your business organisation's commitment to customer service. The introduction should capture the values of service that are foundational to the company.

  2. 2

    Write the services rendered section, which outlines how customers may obtain services from your organisation, to include products and services rendered. Be sure to include any conditions customers must meet to secure such services from your company.

  3. 3

    Write a statement of customer rights and responsibilities and the level of service customers should expect when in compliance.

  4. 4

    Write exclusions detailing all circumstances of which a customer may be refused customer service levels for breach of service. For example, if you are selling clothing, but the garments you sell should never be exposed to bleach; when a customer washes the garments in bleach and the garment frays or falls apart, you need to articulate the consequences to include waiving all customer service actions.

  5. 5

    Write a section on how the customer can expect communications in relation to interruptions in service. This section should discuss particular circumstances when interruption may occur, outline how your organisation will communicate such interruptions and how far in advance customers can expect notification.

  6. 6

    Write a section providing contact information for key personnel related to customer service. You should provide multiple choices for customers to contact such staff and make clear which staff requires contact under particular circumstances. You should also provide relevant contact information in the event of an emergency if such circumstances might apply to your business.

  7. 7

    Finish your customer service charter by writing a section detailing the procedures for compliant resolution along with all relevant contact information to personnel handling complaint resolutions.

Tips and warnings

  • Prominently display your customer service charter on your website and in the lobby or waiting area of your business. If you own a retail shop, you should display the customer service charter in the front window.
  • Write you customer service charter with caution. While the objective of providing high-levels of customer service is par-for-the-course, keep in mind that customers will hold you to the charter. Make sure you can deliver what you articulate in the charter and ensure your staff members are well versed in the charters implementation.

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