The customer charter has two roles. First, it explains to customers (and members) what they can expect from the interaction they have with the organisation. Conversly, the charter also sets out what the organisation expects from its customer when it comes to interaction between the two.
A good customer charter will also provide a means of providing feedback and suggested improvements as well as provide an outlet for dissatisfied customers to complained should they feel any service they recieved was poor.
A customer charter facilitates a communication with customers which will help the organisation maintain and improve its service on a continuous basis.
It gives a standard to which employees and volunteers can measure themselves and to which a constant evaluation can be provided.
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