商务沟通与技巧outcome.docx
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商务沟通与技巧outcome.docx
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商务沟通与技巧outcome
RevisedbyBETTYonDecember25,2020
商务沟通与技巧outcome
Reporton
CustomerCareStrategyinSamsung
Preparedfor:
Eaco
Candidatename:
PengZiwei
GradeandClass:
InternationalbusinessClass6
StudentNumber:
TableofContents
Summary.....................................................................................3Introduction................................................................................3
Procedures...................................................................................3
Findings.......................................................................................4
Customercarestrategy.............................................................4IntroductionofSamsung
BusinessPrinciple
IntroductionofSamsung’scustomercarestrategy
Customercaresystems..............................................................4Customercarestandard............................................................6TheresearchofSamsung'scustomerfeedback.........................7Evaluation........................................................................................7Conclusion........................................................................................8
Recommendation.............................................................................8
Reference..........................................................................................9
Appendices.......................................................................................10
Summary
SamsungGroupisaSouthKoreanmultinationalconglomeratecompanyheadquarteredinSamsungTown,Seoul.Itcomprisesnumeroussubsidiariesandaffiliatedbusinesses,mostofthemunitedundertheSamsungbrand,andisthelargestSouthKorean,itsGalaxyS4andNoteIIIbecomepopularwithsomanyyoungpeople.ButmostofitselectricproductshaveproblemscustomersarecuriousaboutSamsungasaworldwidecompanyhowtosolvecustomerwhatthecustomercarestrategyis.
Introduction
Thisreport,mainlytalksaboutthestrategyofSamsung’scustomercare.First,theintroductionofSamsung’scustomercarewithitsformationisinvolvedinthesecondsection.Second,itgivesaspecificlistofcustomercarestandard,includingenvironment,customer,employee,communityandsupplier.ThenitchieflyreferstotheSamsung'scustomerfeedback.Methodsofquestionnaireandtelephoneinterviewareusedinthecustomerfeedback.Aftertalkingaboutthecustomerfeedback,itanalysesaboutfeedbackandhavemadeaconclusion.Atlast,anevaluationofSamsungElectronicsisgivenbyauthor.SomerecommendationsarealsogiventoimproveSamsung’scustomercare.
Procedures
TofinishthereportmainlythoughbrowsingthewebsiteandreadsomebooksaboutSamsungtosearchmanyusefulgatherrequiredmoredetailedinformationtoproducethisreportextensiveusewasmadeofthequestionnaire,thiswasthemosteffectivewayofobtainingdata.
Findings
Customercarestrategy
IntroductionofSamsung
Samsungwasfoundedbyin1938asa.Overthenextthreedecadesthegroupdiversifiedintoareasincludingfoodprocessing,textiles,insurance,securitiesandthe1990sSamsunghasincreasinglyglobalizeditsactivities,andelectronics,particularlymobilephonesandsemiconductors,havebecomeitsmostimportantsourceofincome.
Samsung’sBusinessPrinciple
Samsung’sManagementPhilosophyisto“devotetoourhumanresourcesandtechnologytocreatesuperiorproductsandservices,therebycontributingtoabetterglobalsociety.”
IntroductionofSamsung’scustomercarestrategy
Samsungsinceitsestablishment,haswholeheartedlycommittedtothecustomerservicework"toprovidecustomerswithhighqualityandperfectservice.""Nocomplaintsofserviceisthegreatestbenefitofourbusiness."Incompany,everydepartmentwilltrytheirbesttodo"customersatisfaction".Everyyear,thecompanyalwayssendthemanagersandtechnicalstaffonmissiontoKoreanSamsungHeadquartertostudyandtraining.Samsunginordertoensuregloballeadershipandunity,andeverycompanycangivetheperfectcustomercare.
CustomerCareSystems
SamsungsetupaspecificcustomercaredepartmentinordertobuildCustomerCareSystembetter.Samsungregularlyconductsstudiestobetterunderstandcustomers’behaviorsandexpectations.“People-oriented”istheoverallconceptofSamsunginsurance,thecompanymakeseverySamsungcustomers,salesstaffandworkersbefullyembodiedvalues.
Notasinglecompanycanguaranteethateveryproductsareperfect.IfacustomerbuySamsungproductsneedafter-salesservice,theirpowerfulCustomerCareSystemswillpresentimmediatelytoyou.Thecustomeroftenhearthecountersaid"Theproductisbroken,pleasefindthefactory."Somecompanychoosetoshirktheresponsibility.However,Samsungwillfirsttimeputforwardthat"whereistherightplaceshouldhelpcustomerstosolvetheproblems",anewmodeofafter-saleservice.
Getthesupportofdealers
Inordertocoordinatethismeasure,Samsungshouldtogetthesupportofdealers.Soalmosteveryweektheyalwaystosearchthekeydealer,andgivesupporttosolveproblemstogether.Theirafter-salesservicestationspreadalloverthecountry.
Setoperationalprioritiesorcatalysts
Inordertoachieveleadershipambition,theSamsungGrouphasestablisheditsstrategyaroundabusinessmodelandasetofclearlydefinedoperationalpriorities.Samsunghassetfiveoperationalprioritiesorcatalystsforchange:
productinnovation,corebusinessexpertise,distributionmanagement,qualityofservice,productivity.
Responsiblebehaviour
Itisthroughadoptingaresponsiblebehaviour,aswellasthroughsustainableadded-valueproductsandservices,thattheGroupisabletomosteffectivelyparticipateinsocial,environmentalandeconomicprogress.Samsung'sresponsibilitytowardsshareholdersincludesensuringthelong-termviabilityofthecompanythroughsoundandtransparentcorporategovernanceandacultureofbusinessethics,supportedbySamsung'sStandardsandcodeofethics.Theyalsoencourageandrewardenvironmentallyresponsiblebehaviour.Theyalsosupportemployeewell-beingandtakesomemeasurestomonitoremployeetoimprovetheefficiencysothattheycandeveloptheorganization.
Customercarestandard
Environment
Samsungisresponsiblefortheenvironmentalenvironmentalprotectionmaterialandpayattentiontorecycling.
SamsungGroupworkingtoimprovethemateriallife,andrespondtocalloftheworld'semissions,theuseofgreenenergy.
Samsung
Samsungisalsoawareoftheroletheycanplayinpromotingenvironmentalawarenessamongourstakeholders.
Customer
SamsungGroupiscommittedtotheinternationallineofelectronicproductsmanufacturing.
SamsungGroupiscommittedtoimprovingpeople'smateriallife.
SamsungGroupiscommittedtothecauseoftheworld'scommunications.
Employee
Samsungtakesresponsibilityinemployee’sworkplace,providingacomfortableandsecuresituation.
Samsungstrivestobearesponsibleemployer,placingemployeeengagementattheheartofitsbusinessstrategy.
Samsungfostersdiversityandequalopportunitiesforall.
Samsungpromotesemployeeparticipation,encouragesprofessionaldevelopment,andsupportsemployeewell-being.
takesresponsibilitytowardscivilsociety.
Samsungstrivestoplayapositiveroleinsociety,bybuildingaculturethatpromotesemployeevolunteering.
Samsungiscommittedtocharitiesthatdonatemoneytohelppoorpeople.
Samsungisalsocommittedtosharingourbusinessexpertisebyhelpingtobuildbetterunderstandingoftherisksfacedbyindividualsandsocietyatlarge.
integratessocialandenvironmentalcriteriaintheselectionandmanagementofoursuppliers.
TheresearchofSamsung'scustomerfeedback
Toimproveefficiencyandattractmorecustomers,Samsunghavedonealotofsurveys,theycanmakethetargetthroughthesurvey.Themainreasonofbusinesssurveyisthattheycanimprovetheircustomerservicesothatthebusinesscanbeexpandedallovertheworldbymoreeyesightfromcustomerstomakemoreprofit.
Therearetwoacademicfunctionsoftheresearch:
settingorcreatinghypothesisandin-depthresearch.Theresearchsourcesfromasolidacademictraditionthatplacesacceptedtrustinnumbersthatrepresentopinionsorconcepts.
Samsungregularlyconductsstudiestobetterunderstandcustomers'behaviorsandexpectations.Theyaccordingtothequestionnairetoknowtheproblemsaboutthecompany,whichwillbetterunderstandtherequirementofthecustomersandimprovethecustomerthequestionnaireincludeislimitedandsimple.Ittakesalongtimetocollectquestionnaires.Sosomewillusetelephoneinterviewingsurvey,itlikehasaface-to-facetimetochatandfindoutsomedeepproblemstheyshouldmakebetter.
Evaluation
Samsungtrytheirbesttousesdifferentwaystoknowwhatproblemexistincompanyandfindoutthesolutiontoimprovetheircustomercare.Thecompanyalwaysadheretosendoutmanagersandtechnicalstafftotrainingfromweekstomonthswhichisthebestwaytodevelopcustomercarestrategy.Samsungalwaysunderstandcustomers’trends,andmeettheneedsofcustomers.What’smore,theywouldhelpthemtosolvetheproblemforthefirsttime.
Conclusion
Samsungisreallyfocusoncustomerservice,theyalwaysupholdthecompanyideas,andcreatenewproductswhilecontributeoncustomerservice.Accordingtothequestionnaireandtelephoneinterview,Samsungupdateitscustomercarestrategythroughcollectfeedbackfromcustomers.Samsung’sbusinessprincipleisreasonableanddeservetoadvocated.What’smore,Samsung’scu
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