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 ...