So we have a service charter – what should we do with it?

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We hope that agreeing on a Service Charter and making our customer service standards clear to teams will have a positive impact on service performance. But if there are poor service behaviours going on, how would we like to see people applying the new Service Charter, and ‘calling’ their peers on unacceptable service? This Sticky Story shows us an example of an internal service team member using a Service Charter to help redirect her team’s performance.

Suggested Talking Points

  • What is the purpose of a Service Charter?
  • Why is the standard of service still important for an internal services process? What impact will poor service have?
  • What kinds of initiatives might be needed, in addition to a Service Charter, to help change the standard of service seen in this Sticky Story.

1 min 02 sec