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In Get Weird: 101 Innovative Ways to Make Your Company A Great Place to Work (New York: AMACOM, 2001), author John Putzier recommends that all organizations create a “Customer Bill of Rights.” He cites the example of such a policy of the Ford Motor Credit Company and suggests that it be modified to your own situation:

* You have the right to honest information when you request it, without evasiveness.

* You have the right to clear and thorough explanations of all financing/purchasing details.

* You have a right to receive a copy of all documents signed.

* You have a right to prompt and efficient service with genuine concern for your time.

* You have a right to choose which products and services you purchase.

* You have a right to expect the value of all products and services to be equal to or exceed the purchase price.

* You have a right to courteous and professional treatment at all times.

* You have a right to be invited to buy without feeling pressured.

* You have a right to expect us to keep our promises to you.

For more ideas on customer service policies and practices, check out the Exchange Articles on CD collection, Julie Wassom on Marketing here

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