HND 商务沟通技巧

Content1.Introduction (2)2.Procedures (2)3.Strategies (2)Everything is core commitment to the customer (2)Learn how to listen, not just talk (2)Make personal interactions (3)Help customers stay connected (3)Foster relationships between customers and brands (3)Meet customer needs (3)4.Standards (4)Seller Standard (4)Service Standard (4)5.Feedbacks (5)6.Evaluation (5)Covid-19 Impact (5)Flailing customer experience (6)7.Recommendations (6)Improve Shopping Experience (6)Improve Customer Service (6)8.Conclusion (8)9.References.................................................................................................. 错误!未定义书签。

1.IntroductionThis article introduces one of the companies which owns best customer services: Amazon. Amazon is a vast Internet-based enterprise that sells books, music, movies, housewares, electronics, toys, and many other goods, either directly or as the middleman between other retailers and Amazon’s millions of customers. This report intends to face to company managers and who are interest with Amazon’s amazing customer care. This report will come up with strategies, standards, feedbacks and evaluation of Amazon’s customer service. Written by Wang Yafei, submit on June 16, 2021.2.ProceduresThis report was supported with tremendous amount of second-hand data. Most of the information was looked up on google, google scholar and many rating platform which contains customer complaints.3.StrategiesEverything is core commitment to the customer.Customer service strategy is in the core tenet of Amazon. The company’s main mission statement is: “to be earth’s most customer-centric company.” CEO of Amazon, Bezos has said his leadership decisions have many times fallen to these simple words. With a laser-focus on customer experience and service as guiding strategic forces, it’s no wonder that Amazon has the best customer service.Learn how to listen, not just talkBecause CEO decisions are not enough, Amazon makes sure that people in the company internalize the vision. Many Amazon employees have opportunities to attend two days of call-center training. The goal: get them to learn how to listen, not just talk to customers. When they were listening, they will understand how to take the appropriate steps to meet the needs of customers.Community SupportSometimes, it takes a lot of energy to solve a problem for customer. Through hosting many forums,Amazon has made it easy for shoppers to tap into the crowd to get their customer support. The benefits are numerous. When customers help one another, Amazon’s service representatives can handle customer requests at a faster pace. And those users who do help one another get the satisfaction that comes with knowing they are part of a community.Make personal interactionsIf Amazon’s self-service FAQs or community forums can’t solve the problem, customers have the option of reaching out to a real person. Callers get 24/7 support and are almost never put on hold. Amazon has also famous with a free customer support service called “Mayday.” Owners of Amazon Fire phones can tap a “Mayday” button and get instantly connected to a tech advisor. The user sees the advisor live while the advisor only sees what’s on the phone screen. It’s yet another example of how important human interaction can be to ensure quality customer service.Help customers stay connectedHalf of customers now use their devices to make purchases. Amazon’s mobile-first approach has become an industry standard, an impressive feat given the company’s vast array of products and categories. Streamlined and easy to navigate, Amazon’s site provides smart categorization and search functionality. With auto-fill, one-click ordering, and other features, the shopping experience is one of convenience online store, something critical for modern-day shoppers on the go.Foster relationships between customers and brands.Amazon also wins points for advocating for the consumer when there is a problem with a vendor’s product or delivery process. In addition to this, the company builds relationships between its shoppers and hosted brands. Last year the company launched Amazon Exclusives, an initiative for entrepreneurs who want to promote their story. In the spirit of a crowdfunding website, the videos help shoppers feel more personally connected to the company and its products.Meet customer needsIn 1994 when Amazon first started, the idea of making a purchase through “the informationsuperhighway” was still the legacy of the company. Customers had to learn to trust the method of purchase online. A challenge Bezos met largely because he placed such strong emphasis on customer service. But books were never the end game for Amazon. Since then, the company has obviously expanded into other products and services to meet its shoppers’ content needs such as streaming and digital downloads. The company has also created its own hardware such as the Kindle e-reader.4.StandardsAmazon was founded on providing an extraordinary experience for customers. Customers have come to expect this type of service, and that is what keeps them coming back for more purchases.Seller StandardSellers had a big roll in Amazon promoting system. Sellers will handle all customer contacts relating to those customer service issues for which Seller is responsible, including: products, pricing, rebates, item information, availability, technical support, warranty, and public and private recalls, anything related to third party platform editions of Amazonr Products. Order cancellation by customer through Seller Sales Channels and feedback concerning experiences with Personnel.Service StandardAmazon will handle all customer contacts relating to those customer service issues for which Amazon is responsible, including: payment; credit card processing, debiting or crediting; use of the Amazon Sites and their features, including the ordering process, cancellation process, use of customer accounts, help and subscription management.When providing customer service for Products purchased through the Subscribe with Amazon Program, the customer service for the Products are responsive and available and offer at least the same level of support as the most favorable customer services offered in connection with any Seller Sales Channels.5.FeedbacksAmazon may implement mechanisms that rate, or allow customers to rate, Amazon Products and Amazon performance as a Seller, and Amazon may make these ratings and feedback publicly available.Online sales platforms such as Amazon allow customers to review items and provide feedback regarding their experiences with sellers. In making their buying decisions, shoppers place substantial emphasis on these messages. In the online world, this is the measure of customer service. Having based and built its business on incredible customer service, Amazon expects no less of the third-party sellers using their platforms. Amazon’s sales platforms are structured to identify, reward and highlight the listings of sellers who provide good customer service, and to de-emphasize those who do not. In extreme cases, sellers providing poor CS may find their accounts suspended or even removed completely.For the ninth consecutive year, customers ranked Amazon #1 in customer satisfaction during the holiday shopping season according to the newly-released Foresee Experience Index: US Retail Edition. For their study, customer experience analytics firm Foresee collected more than 67,600 surveys between November 29, 2013, and December 17, 2013, asking consumers to rate their satisfaction with the top 100 retailers. Foresee ranked Amazon highest in overall customer satisfaction in the survey with a score of 90—the highest ever recorded by the firm. In addition, that customers ranked Amazon highest in satisfaction with the online experience and also put Amazon significantly out front when it came to the mobile shopping experience.6.EvaluationCovid-19 ImpactCustomers’ dissatisfaction with retail is very real. And, since the pandemic, it’s only gotten worse – especially for internet retailers. Internet retail’s once-comfortable lead over the supermarkets, specialty retail stores, department and discount stores, and drug stores has all but evaporated. Since our 2019-2020 Retail Report, customer satisfaction with internet retail plummets 4.9% to a score of 77, the largest decline within the retail space, as no internet retailers improve during the pandemic.As if this weren’t surprising enough, no internet retailer has taken a bigger knock on the chin during COVID-19 than Amazon.It’s not just that Amazon no longer leads the category, it’s that Amazon is no longer even in the upper echelon of internet retailers. After tumbling 7% to a score of 77, Amazon finds itself in the middle, tying five other companies – Staples, Best Buy, Target, eBay, and Macy’s – for the industry average.Flailing customer experienceAmazon doesn’t have the sole lead in any customer experience benchmark. According to the data, the drops have been significant. The online giant’s largest decreases come in inventory, navigation, variety, shipping, and customer support. Many of Amazon’s losses aren’t as sizable, but they are still noteworthy, including site performance, images, and site-generated recommendations.In most cases, Amazon’s scores aren’t bad. The company is near the top in mobile reliability, clarity, variety, and site performance, and it shares the lead in mobile quality, store speed, shipping, and inventory. However, its marks in these areas have all declined over the past six months.7.RecommendationsImprove Shopping ExperienceTo enjoy a high customer satisfaction rate, Amazon need to offer the best shopping experience; it’s the cornerstone of a successful business. Amazon retailers not only have to offer quality products at a competitive price but also, in terms of order fulfillment, a competitive shopping experience. It’s important to fulfill the order accurately and successfully; make sure Amazon deliver the right products in the right quantities every time; otherwise, Amazon will lose repeat orders.Improve Customer ServiceIt’s true that Amazon customer service matters to conversions as well as customer satisfaction.Improve customer service, it will retain customers and increase business conversions. For Amazon retailers, it’s important to keep making improvements to customer service. Customer service normally includes the support Amazon provide and customers both before, during, and after they buy and use Amazon products and service. Providing great support is not only how to attract and retain loyal customers, but it’s also a great way for Amazon to build reputation and improve customers’ shopping experience.8.ConclusionAmazon owns great customer service with no doubt. Since the expansion of the Covid-19, the whole business got hit, Amazon have advantage on the mount of users they accumulate these years, it should not be a thing to worry about in long term.。