The PACT Customer Service Model

Now that you’ve had a chance to determine whether or not your customer service team members have the skills necessary to get the job done, let’s take a look at a model you can follow while training and monitoring your group.

The PACT customers service model was designed to ensure that all major aspects of the customer service process are covered with every transactions. The model itself is as follows:

  • P – Process
  • A – Attitude
  • C – Communication
  • T – Time

In short, you are responsible for making sure that your customer service team members know exactly what process they are to follow from the beginning of a transaction straight through to the end and they should have a positive attitude throughout the entire experience. They should be able to clearly and effectively communicate with not only your client but with other internal teams who may play a role in completing the job as well. Finally, they should have a good sense of time management – getting the job done within a reasonable amount of time and reporting back to the client as soon as possible.

Does your customer service team follow the PACT model? If not, can you make a few simple tweaks to get them back on track? You’ll be surprised at the increased customer service satisfaction levels you may achieve by doing so.

Thanks again,


Sean McPheat

Managing Director

MTD Training   

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Updated on: 23 April, 2009

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