Manage Quality Customer Service

Write a customer service survey to determine the expectations of customers, and the type of information
that should be contained in the Charter. Use the following headings as a guide to develop around 20
questions that are relevant to the organisation that you have selected:

  • Service guarantees
  •  Relationships with customers
  •  Complaints handling policy
  • Responsiveness
  •  Accessibility
  • Other information relevant to your organisation


Ensure the questions are relevant and sequenced in logical order. Remember that you are trying to determine
what is important to the customer so that you can incorporate this into a customer service charter. Before
writing your questions determine what you want to find out and then structure your questions accordingly.

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