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Volvo - A Model For Customer Satisfaction

Volvo, inc.
A Model for Customer Satisfaction



Table of Contents

Letter of Transmittal…………………………………………………………….... 2

Executive Summary……………………………………………………………….. 3

Data Collection……………………………………...…………………………… 10

Literature Review………………………………………………………………… 15

Researcher’s Personal Reflections……………………………………………….. 16

References………………………………………………………………………… 17

Appendix A - Questionnaire…………………………..………………………….. 13



Volvo Inc.

Mr. Mike Jones
Teaneck, NJ 07666

Dear Mr. Jones:

This is a document regarding employee training and how it can be beneficial in customer service.

It is a compressive study of customer demands as well as how quality of service will help increase customer satisfaction. A literature review is attached as well as data analysis so you can review a new way to reach customers and train employees to provide better customer service.

I have outlined in this document way to create a better customer experience. It will help us to achieve more customer satisfaction.

I would like the chance to sit and have a moment of your time to discuss this document and its findings in detail. I think you will see how it can be advantageous in helping our business to grow and keep it moving in the right direction.

Sincerely,

Associate


Executive Summary
Problem
Just who are our customers and what is customer service? This report will attempt to answer these questions with regard to how one company in particular, Volvo, used employee training to improve its customer service.
As we push forward into the 21st century, organizations are realizing the very real value of having high quality and focused training available to their employees. A dollar value return on investment is the reward to any organization willing to make the bold move toward provided the kind of high quality training that is becoming standard to be a cutting edge industry leader. The benefits organizations are seeking for their...