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CUSTOMER SATISFACTION
TBC Solutions maintains a 100% customer satisfaction goal for all of its customers. In order to achieve this goal, TBC Solutions uses a system called Threepoint on a weekly basis, and before each delivery to the client. The Threepoint check is to (1) ensure the quality and design of the work meets requirements; (2) proof (edit) the text for style, grammar, and punctuation; and (3) check that all necessary resources are in place for the next week. A double Threepoint check is completed before submittal of the final document, once by the project manager and once by a third party (an editor who has never read the document before). This process is an overhead function of TBC Solutions and is not billed directly to the client. If at any time during the performance of a Delivery/Task Order, TBC Solutions receives a complaint from the customer regarding personnel assigned to the project, or with the quality of ongoing services, TBC Solutions will immediately implement whatever changes are requested by the customer.
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