Once somebody has been recognised as a customer by law, he or she has certain legal rights.
Each customer is an individual and customers tend to have different likes and dislikes.
A customer relationship begins with a 'first impression'.
Loyalty is created and earned through the experience(s) that customer have when interacting with the people and processes in an organisation
Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier
Customer expectations are what people think should happen
When a customer feels strongly enough that his or her customer expectations have not been met, he or she may make a complaint.
A customer charter is a set of standards or code of practice that sets out to the customer the standard of service to expect, what to do if something goes wrong, and how to make contact.
A customer is somebody who receives customer service from a service deliverer.
A contract is an agreement between two parties that can be enforced by law. A contract does not have to be in writing but it is more difficult to prove if it is not in writing.
Many organisations try to keep ahead of competitors by providing better customer service. If competitors also do this, organisations have to keep improving their customer service to stay ahead.
Most organisations are not the only ones that provide particular products or services. Most customers can choose to use the products or services of another organisation rather than yours.
Although a competitor is an organisation that offers products or services that are similar to those offered by your organisation. Your organisation may have the competitive advantage.
Many trade associations and professional bodies have a Code of Practice that guides members on how they should conduct their business.
Or: The way that you do things.