ppt课件-customer service enhancement report（客户服务改进报告）.pptVIP

Customer satisfaction enhancement plan N. Jerry Simonoff Director, IT Investment Enterprise Solutions CIO-CAO Communications Exchange Meeting December 9, 2008 Four Phases in Program Customer Insight Survey To collect and understand customer views regarding VITA’s services (April 2008) Customer Root Cause SessionsTo understand root causes of customer sentiment (August 2008) Customer Action Plan WorkshopTo develop a portfolio of ideas that will enhance customer satisfaction (September 2008) Customer Satisfaction Enhancement ReportTo deliver an actionable plan that will guide VITA’s cust