ABSTRACT
This chapter reflects on a time when a bank's motto was “we do more for you personally,” and how the customer service imperatives helped to encourage innovation and shape contemporary professional governance, risk, compliance, and assurance practices. It explores recent changes to the “purpose of business” across broader business environment. Arguably, shorter-term profits were generated at the expense of maintaining longer-term customer service excellence and business sustainability. The state bank was ultimately offloaded by its state government owner in 1994 through a trade sale. A customer service charter (also called a charter of customer rights or a customer charter) articulates the organization's primary customer-centric objectives, based on the organization's overarching business strategies, objectives, and goals. It is usually developed by the business leaders in consultation with customer representatives and/or consumer groups where they are established. Once the customer service charter has been established, it is rolled out through the organization with appropriate staff training and awareness, coupled with periodic refreshers.
