delacroy systems
 
Today I thought about writing about the importance of a Customer Service Charter. Let’s define what this is before we chat about its benefits and how to do it. 

A Customer Service Charter is a public statement that displays the organisation's commitment to their customers. It is a statement that is displayed on an organisation's website, blog, store or premises. The Service Charter helps guide the employees to focus on the qualities and behaviours that they should display in their work. It also makes a promise to customers, informing them what their expectations, experience and rights are when dealing with the organisation. 
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I'm sure that many South Africans would be happy to hear about their Consumer Protection rights. The Department of Trade and Industry has done great work to put this together through the Office of Consumer Protection. The aim is to rightfully give some rights and protection to South African consumers. The rights are:
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The Consumer Protection Act comes into effect on 31 March 2011. The extent of the implications of the Act are still to be fully understood and appreciated by South African businesses and consumers alike.
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As a company - are you interested in reaping the benefits of good customer service?

As a consumer – are you interested in reaping the benefits of good customer service?
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So they say, those who live in glass houses shouldn't throw stones. Anyway, I'm shooting from the hip today. 

I've been thinking if us South Africans are getting what we deserve - and deserve what we are getting. Answer that for yourself.
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South Africa is a really diverse country. There's nothing in the developed world that cannot be found here. There's nothing in the developing world that cannot be found here. We all recognize the impact of the past and the current socio-economic divide that results in two worlds - or rather two inter-dependent worlds. To a degree, I buy into Thabo Mbeki's notion of the 2 economies in South Africa - and it doesn't matter which segment of society you belong to, you need and rely on all of the other segments.
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My young sister, who unfortunately does not have medical aid, recently developed a health problem. It required a battey of tests to diagnose and an operation was planned. On D-day, all the planned costs were paid - cash, and she went in. Now leading up to this, she firmly put her trust, confidence and life savings into the hands of the doctors to diagnose and correctly treat the ailment. Guess what.... 
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I'm told that in the United States, your salary is your salary. You will earn every year what you earned the year before. I'm told that if you want an increase, you'll have to apply for a promotion.

In South Africa, there is no doubt that that the Trade Unions have greatly improved working conditions and salaries for the most of us.
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Everywhere I read about Customer Service - magazines, blogs, news articles and what the gurus are saying - it is very clear that great customer service is more important than ever. With the greater world economy in a recession last year, there was also a lot of talk about the need to invest in training, marketing and customer service initiatives - especially during a down-swing.
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We've recently found out that there are companies who consistently outperform their competitors - without measuring their staff, without giving them any targets. It is a really interesting phenomenon. How do these companies do it?
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