[ Customer ]

A service provider recently advised its customers (like me) about how important its customers were, and that they were introducing a customer charter to look after us better.  They were helpful enough to define ‘who’ were their customers (any person who has direct contact or a commercial relationship). 

Then the provider assured readers that contact may be through multiple communication channels including telephone, website, face to face or in writing.  All good so far.

The problem became apparent when the customer service employees, even with the touted charter, then did not have the knowledge needed to answer this customer’s question.