商务沟通与技巧outcome2

1ReportonCustomerCareStrategyinSamsungPreparedfor:EacoCandidatename:PengZiweiGradeandClass:InternationalbusinessClass6StudentNumber:201256442TableofContents1.0Summary.....................................................................................32.0Introduction................................................................................33.0Procedures...................................................................................34.0Findings.......................................................................................44.1Customercarestrategy.............................................................44.1.1IntroductionofSamsung4.1.2Samsung’sBusinessPrinciple4.1.3IntroductionofSamsung’scustomercarestrategy4.2Customercaresystems..............................................................44.3Customercarestandard............................................................64.3.1Environment4.3.2Customer4.3.3Employee4.3.4Community4.3.5Supplier4.4TheresearchofSamsung'scustomerfeedback.........................75.0Evaluation........................................................................................76.0Conclusion........................................................................................87.0Recommendation.............................................................................88.0Reference..........................................................................................99.0Appendices.......................................................................................1031.0SummarySamsungGroupisaSouthKoreanmultinationalconglomeratecompanyheadquarteredinSamsungTown,Seoul.Itcomprisesnumeroussubsidiariesandaffiliatedbusinesses,mostofthemunitedundertheSamsungbrand,andisthelargestSouthKoreanchaebol.Recently,itsGalaxyS4andNoteIIIbecomepopularwithsomanyyoungpeople.Butmostofitselectricproductshaveproblemseasily.ThecustomersarecuriousaboutSamsungasaworldwidecompanyhowtosolvecustomerservices.Andwhatthecustomercarestrategyis.2.0IntroductionThisreport,mainlytalksaboutthestrategyofSamsung’scustomercare.First,theintroductionofSamsung’scustomercarewithitsformationisinvolvedinthesecondsection.Second,itgivesaspecificlistofcustomercarestandard,includingenvironment,customer,employee,communityandsupplier.ThenitchieflyreferstotheSamsung'scustomerfeedback.Methodsofquestionnaireandtelephoneinterviewareusedinthecustomerfeedback.Aftertalkingaboutthecustomerfeedback,itanalysesaboutfeedbackandhavemadeaconclusion.Atlast,anevaluationofSamsungElectronicsisgivenbyauthor.SomerecommendationsarealsogiventoimproveSamsung’scustomercare.3.0ProceduresTofinishthereportmainlythoughbrowsingthewebsiteandreadsomebooksaboutSamsungtosearchmanyusefulinformation.Togatherrequiredmoredetailedinformationtoproducethisreportextensiveusewasmadeofthequestionnaire,thiswasthemosteffectivewayofobtainingdata.44.0Findings4.1Customercarestrategy4.1.1IntroductionofSamsungSamsungwasfoundedbyLeeByung-chulin1938asatradingcompany.Overthenextthreedecadesthegroupdiversifiedintoareasincludingfoodprocessing,textiles,insurance,securitiesandretail.Sincethe1990sSamsunghasincreasinglyglobalizeditsactivities,andelectronics,particularlymobilephonesandsemiconductors,havebecomeitsmostimportantsourceofincome.4.1.2Samsung’sBusinessPrincipleSamsung’sManagementPhilosophyisto“devotetoourhumanresourcesandtechnologytocreatesuperiorproductsandservices,therebycontributingtoabetterglobalsociety.”4.1.3IntroductionofSamsung’scustomercarestrategySamsungsinceitsestablishment,haswholeheartedlycommittedtothecustomerserviceworktoprovidecustomerswithhighqualityandperfectservice.Nocomplaintsofserviceisthegreatestbenefitofourbusiness.Incompany,everydepartmentwilltrytheirbesttodocustomersatisfaction.Everyyear,thecompanyalwayssendthemanagersandtechnicalstaffonmissiontoKoreanSamsungHeadquartertostudyandtraining.Samsunginordertoensuregloballeadershipandunity,andeverycompanycangivetheperfectcustomercare.4.2CustomerCareSystemsSamsungsetupaspecificcustomercaredepartmentinordertobuildCustomerCareSystembetter.Samsungregularlyconductsstudiestobetterunderstandcustomers’behaviorsandexpectations.“People-oriented”istheoverallconceptofSamsung5insurance,thecompanymakeseverySamsungcustomers,salesstaffandworkersbefullyembodiedvalues.Notasinglecompanycanguaranteethateveryproductsareperfect.IfacustomerbuySamsungproductsneedafter-salesservice,theirpowerfulCustomerCareSystemswillpresentimmediatelytoyou.ThecustomeroftenhearthecountersaidTheproductisbroken,pleasefindthefactory.Somecompanychoosetoshirktheresponsibility.However,Samsungwillfirsttimeputforwardthatwhereistherightplaceshouldhelpcustomerstosolvetheproblems,anewmodeofafter-saleservice.GetthesupportofdealersInordertocoordinatethismeasure,Samsungshouldtogetthesupportofdealers.Soalmosteveryweektheyalwaystosearchthekeydealer,andgivesupporttosolveproblemstogether.Theirafter-salesservicestationspreadalloverthecountry.SetoperationalprioritiesorcatalystsInordertoachieveleadershipambition,theSamsungGrouphasestablisheditsstrate