Whirlpool 2005 Annual Report Download - page 13

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Whirlpool Corporation 9
The U.S. Constitution includes a Bill of Rights, which establishes the rights, duties and limitations of a governing body —
from a citizen’s point of view. A team of people from Whirlpool Corporation’s Customer Experience Center recently adopted
the concept to create a Bill of Rights — from a customer’s point of view. This new Customer Bill of Rights is now under
development to help guide interactions with customers calling the company or needing service.
Whirlpool Corporation was one of the first U.S. companies to establish a toll-free consumer support line. With
ongoing sensitivity to consumer needs in mind, the team used Whirlpool innovation training tools to begin creating a new
foundation for meeting customer expectations over the lifetime of their appliances.
“We considered our expectations as customers, and specifically the treatment we’d expect from Whirlpool when
calling customer service or during a service visit to our homes,” says Jackie Boyd, customer service advisor. “The Customer
Bill of Rights will ensure we’re treating others as we would expect to be treated by Whirlpool.”
When Jackie and team checked their work against company research, they found it aligned perfectly with our
efforts to focus employees on customer needs. The Customer Bill of Rights will provide a powerful tool to help guide how
consumers are treated and improve their experience with Whirlpool, KitchenAid and our other brands.
Jackie Boyd, Project Analyst
Ronda Collier, Manager, Consumer Advocacy
Greg Ecker, Director, Consumer Care
Whirlpool North America
People / Process / ProductsThe Whirlpool Customer Bill of Rights
Treating others as we expect to be treated
We considered our expectations as customers, and specifically the
treatment we’d expect from Whirlpool when calling customer service or
during a service visit to our homes. –– Jackie Boyd