Section B Citizens' and customer charters Many organisations are very reputable and go beyond their rights under law by offering a range of services to their customers. An example is the 'no refunds' policy that some retail shops have if you change your mind about something you have bought. Some organisations will advertise their charter, or customers service standards. This tells them what their rights are, how problems will be dealt with and how to …showed first 75 words of 328 total…

…showed last 75 words of 328 total…ustomers are treated the same and that they are able to provide an efficient service at all their test stations.The purpose of their customer charter is to improve customer service standards, provide full information, ensure that all customers are treated equally and fairly, and to ensure that all customers know how to complain. What claims they are making What targets they have set How they consult with citizens/customers How they obtain feedback