This paper sets out to identify the minimum content of a model Customer Charter/Code of Practice that can be used in response to enquiries from Institute members, non-members, media and miscellaneous sources.
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Establishing a customer charter / code of conduct
Setting customer service standards
What factors and information sources should you use in setting standards?
Handling complaints
Is a complaint a gift or an annoyance to your organisation? Does your organisation treat complaints seriously? As a customer, how do you complain? This document addresses a complex area of customer service.
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