1.2 Outline a company’s customer care policy

In this section, you are expected to outline the key aspects your company’s customer care policy.

Try to identify from the policy the approach to customers as well as the focus on product.

Offer some specifics regarding timings of response, employee conduct, customer standards etc.

An example of a customer care policy is below


Our Customer Charter

X Co wishes to be an organisation that puts the needs of the customer first. Our staff are committed to providing a responsive, caring and professional service.


We promise to:

  • Act in a professional manner and be polite at all times

  • Deal with your enquiry promptly or explain the reason for any delay

  • Listen to you and ask for your views

  • Keep our promises

  • Be open and honest and explain our decisions

  • Apologise when we make a mistake and put things right

  • Accept your right to complain and guarantee a full investigation and considered response

  • Treat you and your data with respect


Our customer standards

We aim to:

  • Answer the phone within seven rings

  • Return your call within one working day if you have left us a message

  • See you within 15 minutes of an appointment time, but if we can't we will explain why and let you know when you can be seen

  • Reply to letters and faxes within 10 working days

  • If your query can't be resolved within 10 days we will contact you to explain why and give you timescales

  • Acknowledge emails sent within 48 hours and respond fully within 10 working days

  • Respond to complaints within 15 working days


Other commitments:

  • Resolve your query at the first point of contact or provide you with the details of who can help, together with timescales

  • Communicate in plain language

  • Respect your privacy, offering private areas for discussion if required

  • Have well-trained and confident staff that have the skills and knowledge to do the job