A client service charter, also known as a customer service charter or service level agreement (SLA), is a document that outlines the commitments and standards of service provided by an organization to its clients or customers. It serves as a formal agreement between the organization and its clients, setting expectations for the level of service that will be delivered.
The purpose of a client service charter is to establish a clear understanding of the rights and responsibilities of both the organization and its clients. It typically includes the following elements:
- Service objectives: The charter defines the overall objectives and goals of the organization's service delivery. This includes the quality, timeliness, and effectiveness of the services provided.
- Service standards: It outlines specific performance standards that the organization commits to meeting. These standards may include response times, resolution times, availability, and other measurable criteria that ensure consistent service delivery.
- Communication channels: The charter specifies the various channels through which clients can contact the organization for assistance or support. This may include phone, email, online chat, or in-person visits.
- Responsibilities: It clarifies the responsibilities of both the organization and the clients. This includes the obligations of the organization to provide prompt and accurate information, as well as the responsibilities of clients to provide necessary information and adhere to any terms or conditions.
- Complaints and dispute resolution: The charter outlines the process for handling complaints or disputes that may arise between the organization and its clients. It may include information on how to escalate issues and the steps that will be taken to resolve them.
- Performance monitoring and reporting: The charter may include provisions for monitoring and reporting on service performance. This allows both the organization and its clients to assess the level of service being provided and identify areas for improvement.
By having a client service charter in place, organizations demonstrate their commitment to delivering high-quality service and building strong relationships with their clients. It helps to manage expectations, promote transparency, and provide a basis for resolving any service-related issues that may arise.