Volvo Benchmarks Service 'Disney Style'

Winning staff in the latest Volvo Quality Awards for 'Customer Service Excellence' were recently rewarded with a benchmarking study trip to Disney World, Florida for a bespoke seminar on 'Service, Disney Style' by Walt Disney World's internationally renowned Disney Institute.

The annual Volvo Quality Awards play an important part in motivating, developing and rewarding Volvo retailers who strive to provide an outstanding customer experience.

As a result, Volvo is pleased to have noticed further improvements in customer satisfaction surveys across the Volvo dealer network. After a rigorous competition and judging process, the dealers1 who achieved the most improved customer satisfaction scores won the exclusive opportunity to go behind the scenes at Disney World, Florida to compare their own customer service practices with the legendary Disney service culture that has consistently delivered high levels of customer satisfaction and loyalty.

To build on this, a new 'Volvo Pride' training programme is being introduced in 2004. This starts with consultants from the Disney Institute joining a series of Volvo staff leadership seminars in the UK this spring, while in summer a programme of 'Volvo experience days' will ensure both dealer management and customer facing staff are better equipped to deliver outstanding service, and fully appreciate the particular strengths of the Volvo brand and model range compared to the competition.

Published 29 March 2004 Melanie Carter

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