A Customer’s Bill of Rights


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Each and every one of us is a cus­tomer. We put gas in our cars, eat at restau­rants, and reg­u­larly make pur­chases at a vari­ety of stores. As cus­tomers, we all have expec­ta­tions for how we ought to be treated. It goes with­out say­ing, then, that the cus­tomers of your orga­ni­za­tion are no different.

You’ve prob­a­bly heard the say­ing, “Do unto oth­ers as you would have them do unto you.” Well, this is a great rule in life, espe­cially when it comes to deal­ing with cus­tomers. By tak­ing care of cus­tomers the way they would like to be taken care of, you offer customer-focused ser­vice and make a pos­i­tive impact on your customers.

Below is a list out­lin­ing some uni­ver­sal “rights”—expectations that all cus­tomers tend to have.

Cus­tomers want to be:

  • Lis­tened to and under­stood
    Cus­tomers want to know that you truly hear what they’re say­ing. What’s more impor­tant is that you under­stand what your cus­tomer really wants or needs.
  • Taken seri­ously
    Cus­tomers want you to rec­og­nize the .importance—at least to them—of their con­cerns and needs.
  • Served in a timely way
    Cus­tomers want to be taken care of in an effi­cient and timely manner.
  • Treated with respect
    Cus­tomers want to be treated as val­ued and respected individuals.
  • Treated with sen­si­tiv­ity
    Cus­tomers trust you to be car­ing and pro­fes­sional at all times.

Fol­low­ing are ways you can help your employ­ees embrace and exe­cute the Customer’s Bill of Rights.

  • Incor­po­rate dis­cus­sion of these rights into your coach­ing ses­sions and staff meetings.
  • Cre­ate a sign or a poster out­lin­ing these rights, and post it where it will be seen by all employees.
  • Con­sider var­i­ous ways to put these rights into action through your cur­rent prac­tices and new initiatives.
  • If you are look­ing to move towards a more customer-focused cul­ture, the Customer’s Bill of Rights can help you achieve this. In short, the Customer’s Bill of Rights is an effec­tive way to remind all of us of what is truly impor­tant to our customers….taking care of them the way they want to be taken care of.

If you’d like more infor­ma­tion on build­ing a cus­tomer ser­vice envi­ron­ment in your orga­ni­za­tion, sub­scribe to our blog for fre­quent tips.

Republished with author's permission from original post.

Monique Castillo
Monique Castillo is an Impact Performance Specialist with knowledge and background in customer service, sales, coaching and mentoring. When she is not helping customers improve their business, she is also a world traveler, gym enthusiast, and an aspiring foodie.


  1. Just wondering if you think that we would all agree on what “respect” means, or “sensitivity” means?

    Are those terms all that helpful as part of advice we might give?


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