Customer Bill of Rights

Article I: Quality Products and Services

Companies agree to provide products and services that consistently exceed customer expectations.

Article II: A Supportive Workplace Environment

Companies agree to provide a workplace where employees are motivated, trained and skilled, and where customers are valued and relationships are maximized.

Article III: Reward Employees for Customer Service Excellence

Companies agree to recognize and reward employees who consistently exceed their customers’ expectations.

Article IV: Appoint a Senior Customer Advocate

Companies agree to appoint a chief customer advocate position -- reporting to the chief executive officer -- whose sole responsibility is to be the ombudsman for customers within the organization. This advocate will consistently report on levels of customer satisfaction and loyalty to the executive management team regarding
products and services, and lead the implementation of corrective action plans as appropriate.

Article V: Measure Levels of Customer Satisfaction & Loyalty

Companies agree to consistently measure the level of customer satisfaction and loyalty regarding their product and services.

Article VI: Report on Customer Satisfaction & Loyalty

Companies agree to consistently report on the level of customer satisfaction and loyalty for their products and services.

Article VII: Take Corrective Action Where Needed

Companies agree to consistently take corrective action to address poor performance in areas of customer satisfaction.

Article VIII: Benchmark Performance within the Industry

Companies agree to consistently measure their performance in customer satisfaction and loyalty against industry standards and/or best-in-class performers.

Article IX: Seek Independent Audit of Customer Service Processes

Companies agree to consistently validate their customer satisfaction results via an independent audit. This can include receiving industry awards or other recognition for customer service excellence.

Article X: Annual Review of Customer Service Processes

Companies agree to conduct a formal annual review of their customer satisfaction and loyalty management strategy and programs, which must include Article I thru Article IX.
 

Copyright 2008 by the Omega Management Group Corp. All rights reserved.