{"id":51405,"date":"2019-02-21T19:12:00","date_gmt":"2022-10-18T19:12:25","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=51405"},"modified":"2022-10-31T05:25:49","modified_gmt":"2022-10-31T12:25:49","slug":"how-to-create-an-omnichannel-customer-service-charter","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/how-to-create-an-omnichannel-customer-service-charter\/","title":{"rendered":"How to Create an Omnichannel Customer Service Charter"},"content":{"rendered":"\n<p>Customers may not always know what they\u2019re entitled to when they reach out to a company with a service issue, but they rarely settle for anything less than the best the organisation can offer. Call it the implied customer service charter behind every brand promise.<\/p>\n\n\n\n<p>A real customer service charter spells out these areas clearly and comprehensively. For example, a customer service charter gets more specific than, \u201cWe\u2019ll do our best to help you\u201d. That\u2019s the bare minimum in the customer\u2019s mind. In fact, depending on the company and industry, there may be a certain threshold customers expect their suppliers to meet or even exceed in order to hang onto their business.<\/p>\n\n\n\n<p>The best customer service charters go well beyond the initial training a team might receive before they\u2019re sent off to assist with real-world problems. The charter represents the standard everyone is trying to meet, and becomes <a href=\"https:\/\/www.salesforce.com\/au\/blog\/2017\/11\/4-ways-to-create-a-happy-customer-service-culture.html\" target=\"_blank\" rel=\"noopener\">a big part of the business\u2019s culture.<\/a><\/p>\n\n\n\n<p>While customer service charters have been around for years, it\u2019s probably safe to say that most of them were initially drafted when the primary ways for asking a question or making a complaint were restricted to a phone call to a contact centre or walking into a company\u2019s store or office in person.<\/p>\n\n\n\n<p>That\u2019s changed, of course. Service is now omnichannel, and customers have access to a range of options with which to reach out \u2014 email, live chat, social media, etc \u2014 and they may use a blend of these different service channels.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>Service is now omnichannel, and customers have access to a range of options with which to reach out.<\/p><\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fhow-to-create-an-omnichannel-customer-service-charter%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Service%20is%20now%20omnichannel%2C%20and%20customers%20have%20access%20to%20a%20range%20of%20options%20with%20which%20to%20reach%20out.\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Service%20is%20now%20omnichannel%2C%20and%20customers%20have%20access%20to%20a%20range%20of%20options%20with%20which%20to%20reach%20out.&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fhow-to-create-an-omnichannel-customer-service-charter%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fhow-to-create-an-omnichannel-customer-service-charter%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Service is now omnichannel, and customers have access to a range of options with which to reach out.\" https:\/\/www.salesforce.com\/au\/blog\/how-to-create-an-omnichannel-customer-service-charter\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p>Consequently, service teams have had to think more holistically about how they handle customer requests. You\u2019ve likely invested in technology to successfully manage all the data necessary to optimise processes. But does your customer service charter reflect an omnichannel era?<\/p>\n\n\n\n<p>We look at four of the most common components of a customer service charter and where omnichannel elements fit in:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"1-a-clearly-defined-overview\">1. A clearly defined overview<\/h3>\n\n\n\n<p>Much like the \u2018About Us\u2019 section on a website, a lot of customer service charters recap the company\u2019s vision, values and overall mission. Everything that happens in a service experience should tie back to these pillars. For instance, if you\u2019re an organisation that prides itself on being flexible, being able to deal with service issues regardless of how they\u2019re reported reinforces your credibility.<\/p>\n\n\n\n<p>Referencing the fact that you know the majority of service interactions come through via social, for example, will make customers feel like they\u2019re dealing with an organisation that understands their preferred ways of engagement.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"2-managing-customer-issues\">2. Managing customer issues<\/h3>\n\n\n\n<p>If a customer isn\u2019t satisfied, how quickly should they expect to hear back from you if a customer service team member isn\u2019t immediately available? If there\u2019s a dispute, what are the policies for working out conflicts over costs, repairs and so on? If a service issue arises months or years after a purchase, does anything change?<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>If a question can\u2019t be answered after hours via a chatbot, when will a human being connect and how?<\/p><\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fhow-to-create-an-omnichannel-customer-service-charter%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=If%20a%20question%20can%E2%80%99t%20be%20answered%20after%20hours%20via%20a%20chatbot%2C%20when%20will%20a%20human%20being%20connect%20and%20how%3F\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=If%20a%20question%20can%E2%80%99t%20be%20answered%20after%20hours%20via%20a%20chatbot%2C%20when%20will%20a%20human%20being%20connect%20and%20how%3F&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fhow-to-create-an-omnichannel-customer-service-charter%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fhow-to-create-an-omnichannel-customer-service-charter%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"If a question can\u2019t be answered after hours via a chatbot, when will a human being connect and how?\" https:\/\/www.salesforce.com\/au\/blog\/how-to-create-an-omnichannel-customer-service-charter\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p>Some of these questions might have been straightforward years ago. But, now, if there\u2019s a difference in how quickly you\u2019ll deal with a service request by phone vs text, for example, that needs to be mentioned. Same for outreach via social media or email. If a question can\u2019t be answered after hours via a chatbot, when will a human being connect and how? The more customers know what a typical service experience entails, the more reasonable they\u2019re likely to be.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"3-outlining-the-team\">3. Outlining the team<\/h3>\n\n\n\n<p>Who will customers be dealing with when they\u2019re contacting a service channel? In some cases, businesses have developed deep expertise in their staff, or have ensured members of their team have achieved accreditation or certifications to handle unique kinds of challenges.<\/p>\n\n\n\n<p>A good customer service charter highlights relevant training and how employees are accountable for the results of a service interaction. If it\u2019s typical to escalate tougher challenges as the need arises, this may boost the customer\u2019s overall confidence in buying from you.<\/p>\n\n\n\n<p>There are a growing number of customers who prefer managing service issues on their own first. If you offer self-service capabilities through a portal or chatbot, your charter should articulate why it\u2019s an important strategy and how the tools are available across various channels.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"4-receiving-feedback\">4. Receiving feedback<\/h3>\n\n\n\n<p>Even with the best-written customer service charters, things won\u2019t always run smoothly. If that\u2019s the case, customers should not have to use a separate channel \u2014 or one they\u2019d rather not use \u2014 to raise the matter to a higher-level contact.<\/p>\n\n\n\n<p>Look at how text, social media, email and other mechanisms can be used to quickly get in touch with the appropriate party, or even just to convey constructive criticism or suggestions for improvement.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>Customers should not have to use a separate channel to raise the matter to a higher-level contact.<\/p><\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fhow-to-create-an-omnichannel-customer-service-charter%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Customers%20should%20not%20have%20to%20use%20a%20separate%20channel%20to%20raise%20the%20matter%20to%20a%20higher-level%20contact.\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Customers%20should%20not%20have%20to%20use%20a%20separate%20channel%20to%20raise%20the%20matter%20to%20a%20higher-level%20contact.&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fhow-to-create-an-omnichannel-customer-service-charter%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fhow-to-create-an-omnichannel-customer-service-charter%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Customers should not have to use a separate channel to raise the matter to a higher-level contact.\" https:\/\/www.salesforce.com\/au\/blog\/how-to-create-an-omnichannel-customer-service-charter\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"5-review-your-charter\">5. Review your charter<\/h3>\n\n\n\n<p>Once you\u2019ve finalised your charter and made it public, revisit it periodically as part of your review process. Have new channels emerged that need to be considered?&nbsp;<a href=\"https:\/\/www.salesforce.com\/au\/blog\/2018\/07\/are-you-ready-for-the-smart-era-of-customer-service--.html\" target=\"_blank\" rel=\"noopener\">Have you incorporated new innovation into your service experience?<\/a>&nbsp;Has the average time to respond or repair gotten any shorter?<\/p>\n\n\n\n<p>Make your customer service charter a living, breathing document, and watch your customer satisfaction metrics reach heights you never thought possible.<\/p>\n\n\n\n<p><b>Customer expectations have hit new levels. Learn more trends from our latest <a href=\"https:\/\/www.salesforce.com\/au\/resources\/research-reports\/state-of-service\/?d=7013y0000022KeTAAU&amp;nc=7013y0000022KeYAAU\" target=\"_blank\" rel=\"noopener\">State of Service report<\/a>.<\/b><\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/www.salesforce.com\/au\/resources\/research-reports\/state-of-service\/?d=7013y0000022KeTAAU&amp;nc=7013y0000022KeYAAU\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/STATE_OF_SERVICE_2020_BLOG_BANNER-9.jpg?strip=all&#038;quality=95\" alt=\"Want to understand what\u2019s going on in the world of customer service? Download the State of Service report now.\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Customer service has entered a new omnichannel era, with customers using a range of channels to connect. Hence, the customer service charter needs a rewrite.<\/p>\n","protected":false},"author":1,"featured_media":51407,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"3e260f10ecdf49929a10511168457099","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2519,2457,2459],"sf_content_type":[],"coauthors":[2454],"class_list":["post-51405","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-customer-service","sf_topic-service","sf_topic-customer-relationships"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to Create an Omnichannel Customer Service Charter | Salesforce<\/title>\n<meta name=\"description\" content=\"Customer service has entered a new omnichannel era, with customers using a range of channels to connect. 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