I would discuss the customer service charter of Standard Chartered Bank. The customer charter at this bank says that the bank would be committed towards improving the standards of service given to the customers. The guiding principles are mentioned below:
Accountability: All the products and services would comply with the laws and regulations of Australia. The bank would explain to its customers the financial benefits of the products and services offered by the bank and also the risks involved. A relationship manager would be assigned to the client so that he can be a one point of contact for the customers.
Fairness: The bank is committed to be fair and reasonable while dealing with customers that are consistent and ethical. The bank would establish certain process and procedures which would help the customer and the bank to resolve the disputed between them fairly and quickly. The bank would never discriminate against the age, gender or the class of the customer and all the products would be available to all customers with the same terms and conditions as it is available to other customers. The bank would always treat its customers fairly without any kind of discrimination.
Privacy: The bank is committed towards maintaining the privacy of the customer. The bank believes in customer data confidentiality. The bank treats all the information pertaining to the customer as something private and confidential. This information would not be disclosed to anyone without the authorization of the customer. Internally, no employee would be authorized to have access to the private information of any of the bank’s customers without authorization.
Reliability: The bank is committed to give to its customers a banking environment which is reliable and trustworthy. The customer can make payments and transfers to other parties without any kind of fear in their mind. The bank would provide a platform where all the transactions done by the customer would be safe.
Transparency: The bank would maintain transparency with the customer by providing the customer with all the relevant and timely information about the product and services which would in turn help the customer to make informed decisions. Any newly launched products would be communicated to the customer through various communication channels like television, radio or banners.