Customer/ Client Service and Satisfaction

Customer Satisfaction Measurement Project (for a Fortune 100 automobile manufacturing company). Part of a large-scale project aimed at developing, piloting, and launching a process for measuring customer satisfaction with the company's fleet business, similar to the one the company follows to measure customer satisfaction in its retail business. Jacquard conducted a comprehensive study to map the acquisition, delivery, and service process of five different audiences in the company's fleet operation. Thirty in-depth interviews were conducted with representatives of each of the six audiences. Interviewees included fleet managers, fleet administrators, vice presidents of purchasing, marketing, company relations, and in-house counsel.

Service Leadership (for a Fortune 500 information technology company). A three-day workshop, featuring video interviews with top business leaders sharing their experiences on the importance of building a foundation of customer focus. Participants solve case-based problems on overcoming external and internal obstacles to adopting the customer's point of view.

Improving Client Satisfaction in a Complex and Changing Environment (for the research and development labs of a Fortune 100 telecommunications company). A two-day intensive workshop employing a hypothetical client company, developed for the program, to convey ten key lessons about how client satisfaction can be improved. Participants relate each lesson to their own work situations, then do reinforcement action-learning projects following the class.

Quality and Customer Satisfaction Process (for a Fortune 500 information technology company). A program that introduces the company's sales and sales support functions to a four-step customer-focused process that provides the information, guidelines, approaches, and tools these functions need to create a consistently high-quality buying experience for customers.

Customer Satisfaction Education Program (for a Fortune 100 consumer products company). A video-supported program for the company's associates and their managers to improve satisfaction and repeat business from commercial customers. In high-impact, in-store training sessions, participants learn how to help customers specify their needs and then provide a range of options for meeting these needs. Following the training, participants use job aids and complete action-learning projects to apply and reinforce the learning.

© 2006 Jacquard Corporation. All Rights Reserved. No part of this website may be reproduced or distributed without the written permission of Jacquard Corporation.