大二客服customer care outcome 1
HND大二经济学导论报告参考Outcome三
An Evaluation of UK Government Policy on Mentalhealth and behavior in schoolsTable of Contents1 Introduction (1)2 Market failure (2)2.1 Merit goods (2)2.2 Public goods (2)2.3 Impertfect competition (2)2.4 Externalities (2)3 UK Governments policy (1)3.1 Introduction to the policy (2)3.2 instruments used (2)3.3 Justification of the performance of policy (2)4 Conclusion (2)References (5)Appendices (6)Appendix I: (6)Appendix II: (6)1IntroductionThis report aims to explain the‘market failure’and the role of government in relative to merit goods, public goods, imperfect composition and externalities.The policy about mental health and behavior in school will also be introduced.Then it will describe the instruments used to achieve the policy and evaluate the policy.2Market failureMarket fail, that is, they do not provide all of the goods and services needed by the government,nor by society(SQA,2013a p184).2.1Merit goodsThe government provides services that might not be provided by the private sector in sufficient quantities or of a sufficient quantity (SQA,2013a p188).For instance,medical services,education and so on.In China,the government provides the public universities and nine year education,which support children to go to school and get a better education.2.2Public goodsThese are commodities, which would not be provided by the private sector because they would find that many people, even if they benefited from them, would refuse to pay(SQA,2013b p190), for example, grills in the park and Automatic Pet Water Fountain and so on.In many countries, the government provides the Automatic Pet Water Fountain, which is convenient for passerby to drink water whenever they want.2.3Imperfect competitionA company which control their own market , and they have no rival. A monoplist can adjust prices output in the market.for example, on February 5, 1991, pierpont Morgan bought Andrew Carnegie, Rockefeller,several iron ore and all the steel business,became the largest steel company , 65% of steel production by their control.The government could establish perfect competition through the establishment of enterprise competition policy (Peter,2013)2.4ExternalitiesAn externality is an effect of a purchase or use decision by one set of parties on others who did not have a choice and whose interests were not taken into account (SQA,2013d p188).For example, the negative externalities include car exhaust, smoking, kara OK noisy,which will do harm to the environment and people’health.As far as I am concerned, the government should have odd-and-even license plate rule and provide new energy electric vehicle.The positive externalities include new technology like purify the water and restoration of historical buildings.I think the government should support the enterprise to create more new technology.3UK Governments policy3.1 Introduction to the policy--Mental health and behavior in schoolsThe purpose of this policy is to let all pupils benefit from learning and developing in a well ordered school environment that fosters and rewards good behaviour and sanctions poor and disruptive behaviour. Their behaviour and discipline in schools advice sets out the powers and duties for school staff and approaches they can adopt to manage behaviour in their schools. It also says that schools should consider whether continuing disruptive behaviour might be a result of unmet educational or other needs. Published on16 June 2014，last updated on18 March 2016(Gov,UK,16 June 2014)3.2 Instruments usedInstruments- economic variables that governments can control directly for example, tax, public spending(SQA,2013e p194).The government take actions via government spending and relevant regulation.They found the Child and Adolescent Mental Health Services to deal with it.The specific services offered by CAMHS vary depending on the needs of the local area. The best way to influence those services overall is to get involved with the local health and wellbeing board.The government take actions to help them in referring pupils effectively to specialist CAMHS and otherwise working well with the service for the benefit of their vulnerable pupils. These include:1.The government hire some people documenting evidence of the symptoms or behaviour that are causing concern,encouraging the pupil and their parents/carers to speak to their GP2.The government spent some money working with local specialist CAMHS to make the referral process as quick and efficient as possible(Spence, S.H. 2003)3.1Justification of the performance of the policyI think the policy is successful, the mental health care benefits can make children to have a happier life.Thanks to the policy, children now have the ability to develop psychologically, emotionally, intellectually and spiritually.However,I think the policy also has some disadvantages.It has greatly increased government pressure.For example,Set up the CAMHS organization to support the school and some public organization。
HND 客服报告正文
1.0 Introduction (2)2.0 Expectation of internal and external customer (2)2.1 Internal Customers (2)2.2 External customer (3)3.0 Establishment and maintenance of customer relationship (4)3.1 What is the customer relationship management (4)3.2 The benefits of CRM (4)3.3 How to establish CRM (4)4.0 The way of organizing customer care training (5)5.0 The qualitative and quantitative customer feedback (6)5.1 Quantitative research: (6)5.2 Qualitative research: (9)6.0 The key factors of after care (10)7.0 Introduction and evaluation of customer care strategy (10)8.0 Customer satisfaction and loyalty (12)9.0 Introduction and evaluation of customer care standard (12)10.0 Suggestion on continuous improvement (14)References: (15)Pfizer incorporated is an American multinational pharmaceutical corporation headquartered in New York City, and with its research headquarters in Groton, Connecticut, United States. It is one of the world's largest pharmaceutical companies.This report is research the customer care of Pfizer incorporated. This report will research expectation of internal and external customer, Customer cultivate, Definition of customer relationship, The way of organizing customer care training, The qualitative and quantitative customer feedback, The keyfactors of after care, Introduction and evaluation of customer care strategy, Customer satisfaction and loyalty, Introduction and evaluation of customer care standard. Finally, put forward a reasonable proposal for the company's customer service.Internal customers are within the enterprise individuals and departments that to accept the services of other individuals or units of the enterprise. All employees of the company can be internal customersStaffs are company ’s interior customer. Pfizer ’s staffs need company improve them wages and need company think highly of them and they need promotion in this company. They also need improve them life level.IntroductionThe Package Artwork Project Specialist will be responsible for implementing product artwork renewal, design and coordinatingapproval cycle for China in -line and new products.Internal CustomersPackage ArtworkSpecialistExternal customers are outside the enterprise individuals or institutions that buy the products or services provided. For example:Retailers: a merchant who sells goods at retailFinal customer: someone who pays for goods or services.Retailer and final customer is Pfizer company’s external customers. Pfizer company’s customer need the company can provide more information about drug and customer need the company can ensure the product has good quality and customer need company provide give after-sales service.Customer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers and prospects. The overall goals are to find, attract, and win new clients, service and retain those the company already has, entice former clients to return, and reduce the costs of marketing and client service.Customer relationship management describes a company-wide business strategyAccording to the theory, the four benefits of customer relationship management is continued growth in revenue, the more affordable cost of sales, sales domino effect, and to increase the stability of the staff.Customer Profile : Collect the Customer Profile, including demographic information, consumer psychology, consumer demand and consumption behavior patterns, transaction records, credit and so on p to fully understand the Customer Profile.Customer Segmentation: Establish Customer Segmentation, according to Customer desire and demand for products and services, is divided into different Customer groups, then according to the customers groups to provide products and services.Customer Satisfaction: Provide more than customer expectations of products and services.There are 4 steps in customer care training, which is training needs analysis, training design, training delivery and training evaluation.(Roger,A_2002) For example about Pfizer company, they make a questionnaire about what do the employees need. And ask staffs some questions about customer care training face to face. Pfizer company leaders use this way to design training and analysis training needs. The company ’s uses an office as training place and make a training schedule for staffs, and stipulate staffs must join in the training course. After staffs finish the training course, the company leader will make evaluation about the training. They will let the staffs who joined the training course receive customers and look them how solve some question during receive customers time. And evaluation staffs behavior is or not take some benefits to company.Pfizer company design customer care training contents for the staffs include service strategy, service standard, after -sales service and serve remedy, client demand analysis. The below table shows Pfizer company training design and training implement.Pfizer need to promote new rhinitis medicine tothe customer. So Pfizer need to train a group ofsalesman.Interpretation of the marketing skills and Training needs for two weeks.6 hours of classtime every day.Explain the drug treatment principle and theadvantages compared with other drugs.Use the sales and complaints to judgment.Training needs analysisTraining designTraining deliveryTraining evaluationQualitative analysis of definition is The qualitative research focuses on words and observations to find out reality, and attempts to describe people in natural situations (Jarvis,P. 1992). Quantitative analysis of definition is the quantitative research grows out of a solid academic tradition that places considerable trust in numbers that represent opinions or concepts (Jarvis,P. 1992).Questionnaire are choice to quantitative analysis method for customer feedback,the company selected interviews / observation method of qualitative analysis for customer feedback.1: Your gender ( )A: man B: woman2: Your age ( )A: Under the age of 20 B: 20 to 39 C: 40 to 59 D: More than 603: Your career is ( )A: civil servants B: enterprise employees C: freelancers D: student E: teacher F: doctor G:4: Your record of formal schooling ( )A: Below the junior high school or junior high schoolB: Senior high schoolC: College or bachelor degreeD: Master's or master's degree and above.5: Do you know what pharmaceutical brands ( )A: Janssen B: Pfizer C: United Laboratories D: MRK6: Which one do you think the following words can best describe the company ( ) A: Specialty B: Reliable C: Expensive D: Innovation7: How do you feel the overall quality of the brand product ( )A: Very good B: Good C: General D: Bad E: Very bad8: What do you think of the brand product innovation consciousness ( )A: Very good B: Good C: General D: Bad E: Very bad9: Would you like to recommend the brand to others ( )A: Very willing B: Willing C: unwillingness D: very uncomfortable 10: Your loyalty to the brand ( )A: Need to buy drugs, no matter how I will buy this brand.B: Need to buy drugs; I try to use the brand.C: Whether to choose this brand, I don't care.D: Even if need to buy drugs, I will also try to avoid the brand choice.11, Whether you would like to learn more about the brand ( )A: Very willing B: Willing C: unwillingness D: very uncomfortable12: You do you satisfied with the quality of products our company:A: Very satisfied B: Satisfaction C: Unsatisfactory D: Very unsatisfactory13: What do you think of the company products prices compared with similar products industry: A: low B: flat C: is higher14: Do you think that the brand is very good ( )A: YES B: NO15: Please suggest us to us:A: Very satisfiedB: SatisfactionC: UnsatisfactoryD: Very unsatisfactoryMost people are very satisfied with the company's product quality.Pfizer company send someone to interview with five questions.The questions are when contract, the sales staff explained to you the cost, if enables you to clearly understand the delivery costs?Sales staff whether explain drug matters needing attention for you？Are you satisfied with sales people?Do you satisfied with the whole company provide service?Does a drug have a positive effect on your illness?Customers are not satisfied with sales people. I hope we can improve the manners of sales personnel.Customers don't satisfied with the service of the company; hope the company to provide more comprehensive services. Customers do not like to use courier delivery. Hope the company can directly sent home delivery.After-sale service has five key elements which is Apologize ，Immediate response ，Empathy，Symbolic atonement and Tracing.A woman drinking after the supplement appeared allergies. Pfizer made an apology to the customer, Refund the cost, damages the customer $ 500,000. And provide free medical examination every month over the next year to the customer.Pfizer was adopted Apologize，Immediate response, Symbolic atonement and Tracing.According to the theory, the design process of customer service strategy include:1. Development and evaluation of business strategy2. Key determinations of customer care strategy3. Creation of Creativities4. Evaluation and development of creativities5. Feasibility and Profit Assessment6. Clear roles and responsibilities7. Implementation Test8. Commercialization9. Evaluation and Double-loop learning (Wilson,J,P_ 1999)The charts below shows Pfizer company's customer service strategy which is Express delivery of goods directly to customersReason to create the customer service strategy A lot of customers don't like to run long distancesfor buy health supplementsService originality The company commissioned FedEx door-to-door.Feasibility evaluate and profitability evaluate Although many customers like this way. Butbecause of the FedEx regulatory issues, manypackages are replaced. So Pfizer set up their ownlogistics company are responsible for door -to-doordelivery.As far as i am concerned, this customer service strategy is very good and successful, because this way attracts many customers. Customers can save a lot of time; their delivery logistics companies can also ensure the safety of the drug.There are three principles which is repetition, relevance, recommendation. Repetition mean is frequently purchase products or services. Relevance mean is relevantly purchase products or services. Recommendation mean is Recommend products or services to potential customerMiss Marie has been buying Pfizer‘s health supplements from 2022. Because Miss Mary recommendation, her classmates and relatives to buy a Pfizer product.Because the company continuous innovation in them products. And they have good customers service and good after-sale service. So the principle of 3R customers increased year by year.According to theory of customer design of customer service standard need to consider the following factors:• Recognize existing and expected contacting points from service map• Transfer expectation to action• Choose appropriate action for standard• Set soft or hard standard• Design reflection system for both soft and hard standard• Set hard indication and soft objective• Evaluate standard by indication and objective• Offer outcome of appraisal for staff• Evolve indication and objective(Morgan,D,L_ 1998)The map of customer service below shows about Pfizer receive customer buy a health supplements.The flow chart below gives information about Pfizer Customer service standard design.Standard1.smile with customer2.talk with people eye to eyeBehavior1.near with customer2.deliver positive energyExpectWarm and sweetAsk the customer's requirements Ask the customer's requirementsAsk the customer whether to accept the way mail Explain the product features products.NO Tell the customer can purchase the Asking customers to address andYESlocation of the product. phone number.Collection and delivery.Track serviceI think the standards are very good and succeed. Because these standard are benefits company ’s sale and this is not difficult ，staffs can easy master. And these can make customer a good impression.1 ．More children than adults need compensatory nutrition. But Pfizer health supplements are most adults, not specifically for children's health care products. So Pfizer can try to develop children's health care products.2. Pfizer can try to accept online orders.3. Pfizer for customer tracking service only twice a year. Too little. Suggest to 2 months at a time.3.establishing a bond1.introduce goods2.answer customer ’s questionAccept phone orders.3.mail relation 1.know every goods2.can speediness solve customer’s prob lemExclusive logistics delivery.EfficiencyCharacteristicJarvis, P. (1992), Perspectives on adult education and training in Europe, National Institute of Adult Continuing Education, Leicester.Morgan, D. L. (1998b), ‘Practical Strategies for Combining Qualitative and Quantitative Methods: Applications for Health Research’, Q ualitative Health Research, Vol. 8, pp. 362-76.Reid, M. A., Barrington, H. and Brown, M. (2004), Human Resource Development: beyond training interventions, CIPD.Roger, A. (2002), Teaching Adults, 3rd Edition, Open University Press, Buckingham.Smith, C. B. (1983), ‘Qu antitative versus Qualitative Research: An Attempt to Clarufy the Issues’, Educational Researcher, Vol. 12, pp. 6- 13.Wilson, J. P. (1999), Human Resource Management: Learning and training for individuals and organizations, Kogan.Yang, X. and Liao, Y. (2022), ‘Building Structure of Human Resource Development within Corporation’, Journal of Business Times, Vol. 31, pp. 52-53.Lee, Changuk and Chon, Kye -Sung (2000) “An investigation of multicultural training practices in the restaurant industry: the training cycle approach”, International Journal of Contemporary Hospitality Management, Vol. 12, No. 2, pp. 126- 134.。
客户服务管理师(二级)：客户服务改进
——客户服务改进
讲授：颜瑶章
国际高级策划师、国家高级经营师、高级客户服务管理师 民建广州市委经济建设委员会委员 中国生产力学会策划专家委员会委员 国家职业技能鉴定高级考评员 广东省职业技能鉴定中心专家 荣膺2004年《中国智慧产业杰出贡献奖》 国家职业技能《客户服务管理师》鉴定教材编委 国内首著策划实战教程《金牌策划Ⅲ》作者之一
持续改进
依靠信息
1、客户满意测量
—1.8 提高客户满意度的方法
关注客户
关注细节
积极的心态
优质的服务
聘用客客户要户求喜的是欢完美的服务服，务即在人他们员提出要求之前服务到位。当
持续改进 然，这在实际中并不易做到。但从客户的角度来看，这是一种
需求，任何企业都有必要尽量做到客户满意。优质服务无疑在
客户服务改进——综述
通过本章内容的考试，希望考生能够了 解客户满意测量的相关内容与体系。同 时考生要了解在客户服务过程中应如何 有效地预防投诉，如何实现优质服务标 准，一旦发生投诉事件又该如何进行处 理，预防和纠正客户服务偏差的相关要 求与方法有哪些。
客户服务改进——内容
客户满意测量 客户服务偏差纠正和预防
优质的服务
聘用客户喜欢的服务人员
持续改进
依靠信息
1、客户满意测量
—1.8 提高客户满意度的方法
关注客户
关注细节
积极的心态
关注细节就是对客户的真正关怀。客户服务工作
优质的服务 的差异，就在于你是否注意到在哪些方面还做得
不够，哪些地方还可能出错。细节的关注往往会
聘用客户喜欢的服务人员 感动顾客，关注细节会给企业带来回报，所以关
关注细节
提高客户满意度是一个永恒的主题。即使今天满意
商务沟通与技巧outcome2.
Report onCustomer Care Strategy in SamsungPrepared for:EacoCandidate name: Peng ZiweiGrade and Class: International business Class 6Student Number: 20125644Table of Contents1.0 Summary (3)2.0 Introduction (3)3.0 Procedures (3)4.0 Findings (4)4.1 Customer care strateg y (4)4.1.1 Introduction of Samsung4.1.2Samsung’s Business Principle4.1.3 Introduction of Samsung’s customer care strategy4.2 Customer care systems (4)4.3 Customer care standard (6)4.3.1Environment4.3.2Customer4.3.3Employee4.3.4Community4.3.5Supplier4.4 The research of Samsung 's customer feedback (7)5.0 Evaluation (7)6.0 Conclusion (8)7.0 Recommendation (8)8.0 Reference (9)9.0 Appendices (10)1.0 SummarySamsung Group is a South Korean multinational conglomerate company headquartered in Samsung Town, Seoul. It comprises numerous subsidiaries and affiliated businesses, most of them united under the Samsung brand, and is the largest South Korean chaebol.Recently, its Galaxy S4 and Note III become popular with so many young people. But most of its electric products have problems easily.The customers are curious about Samsung as a worldwide company how to solve customer services.And what the customer care strategy is.2.0 IntroductionThis report, mainly talks about the strategy of Samsung’s customer care. First, the introduction of Samsung’s customer care with its formation is involved in the second section. Second, it gives a specific list of customer care standard, including environment, customer, employee, community and supplier. Then it chiefly refers to the Samsung 's customer feedback. Methods of questionnaire and telephone interview are used in the customer feedback. After talking about the customer feedback, it analyses about feedback and have made a conclusion. At last, an evaluation of Samsung Electronics is given by author. Some recommendations are also given to improve Samsung ’s customer care.3.0 ProceduresTo finish the report mainly though browsing the website and read some books about Samsung to search many useful information.To gather required more detailed information to produce this report extensive use was made of the questionnaire, this was the most effective way of obtaining data.4.0 Findings4.1 Customer care strategy4.1.1 Introduction of SamsungSamsung was founded by Lee Byung-chul in 1938 as a trading company. Over the next three decades the group diversified into areas including food processing, textiles, insurance, securities and retail.Since the 1990s Samsung has increasingly globalized its activities, and electronics, particularly mobile phones and semiconductors, have become its most important source of income.4.1.2 Samsung’s Business PrincipleSamsung’s Management Philosophy is to “devote to our human resources and technology to create superior products and services,thereby contributing to a better global society.”4.1.3 Introduction of Samsung’s customer care strategySamsung since its establishment, has wholeheartedly committed to the customer service work "to provide customers with high quality and perfect service. ""No complaints of service is the greatest benefit of our business. "In company, every department will try their best to do "customer satisfaction". Every year, the company always send the managers and technical staff on mission to Korean Samsung Headquarter to study and training. Samsung in order to ensure global leadership and unity, and every company can give the perfect customer care.4.2 Customer Care SystemsSamsung set up a specific customer care department in order to build Customer Care System better. Samsung regularly conducts studies to better understand customers’behaviors and expectations. “People-oriented”is the overall concept of Samsunginsurance, the company makes every Samsung customers, sales staff and workers be fully embodied values.Not a single company can guarantee that every products are perfect. If a customer buy Samsung products need after-sales service, their powerful Customer Care Systems will present immediately to you. The customer often hear the counter said "The product is broken, please find the factory ." Some company choose to shirk the responsibility. However, Samsung will first time put forward that "where is the right place should help customers to solve the problems" , a new mode of after-sale service.●Get the support of dealersIn order to coordinate this measure, Samsung should to get the support of dealers. So almost every week they always to search the key dealer, and give support to solve problems together. Their after-sales service station spread all over the country.●Set operational priorities or catalystsIn order to achieve leadership ambition, the Samsung Group has established its strategy around a business model and a set of clearly defined operational priorities. Samsung has set five operational priorities or catalysts for change: product innovation,core business expertise, distribution management, quality of service, productivity.●Responsible behaviourIt is through adopting a responsible behaviour, as well as through sustainable added-value products and services, that the Group is able to most effectively participate in social, environmental and economic progress. Samsung 's responsibility towards shareholders includes ensuring the long-term viability of the company through sound and transparent corporate governance and a culture of business ethics, supported by Samsung 's Standards and code of ethics. They also encourage and reward environmentally responsible behaviour. They also support employee well-being and take some measures to monitor employee to improve the efficiency so that they can develop the organization.4.3 Customer care standard4.3.1 EnvironmentSamsung is responsible for the environmental ing environmental protection material and pay attention to recycling.Samsung Group working to improve the material life, and respond to call of the world's emissions, the use of green energy.SamsungSamsung is also aware of the role they can play in promoting environmental awareness among our stakeholders.4.3.2 CustomerSamsung Group is committed to the international line of electronic products manufacturing.Samsung Group is committed to improving people's material life.Samsung Group is committed to the cause of the world's communications.4.3.3 EmployeeSamsung takes responsibility in employee’s workplace，providing a comfortable and secure situation.Samsung strives to be a responsible employer, placing employee engagement at the heart of its business strategy.Samsung fosters diversity and equal opportunities for all.Samsung promotes employee participation, encourages professional development, and supports employee well-being.4.3.4CommunitySamsung takes responsibility towards civil society.Samsung strives to play a positive role in society, by building a culture that promotes employee volunteering.Samsung is committed to charities that donate money to help poor people.Samsung is also committed to sharing our business expertise by helping to build better understanding of the risks faced by individuals and society at large.4.3.5SupplierSamsung integrates social and environmental criteria in the selection and management of our suppliers.4.4 The research of Samsung 's customer feedbackTo improve efficiency and attract more customers, Samsung have done a lot of surveys, they can make the target through the survey. The main reason of business survey is that they can improve their customer service so that the business can be expanded all over the world by more eyesight from customers to make more profit.There are two academic functions of the research: setting or creating hypothesis and in-depth research. The research sources from a solid academic tradition that places accepted trust in numbers that represent opinions or concepts.Samsung regularly conducts studies to better understand customers' behaviors and expectations. They according to the questionnaire to know the problems about the company, which will better understand the requirement of the customers and improve the customer service.But the questionnaire include is limited and simple. It takes a long time to collect questionnaires. So some will use telephone interviewing survey, it like has a face-to-face time to chat and find out some deep problems they should make better.5.0 EvaluationSamsung try their best to uses different ways to know what problem exist in company and find out the solution to improve their customer care. The company always adhere to send out managers and technical staff to training from weeks to months which is the best way to develop customer care strategy. Samsung always understandcustomers’ trends , and meet the needs of customers. What’s more, they would help them to solve the problem for the first time.6.0 ConclusionSamsung is really focus on customer service, they always uphold the company ideas, and create new products while contribute on customer service. According to the questionnaire and telephone interview, Samsung update its customer care strategy through collect feedback from customers. Samsung’s business principle is reasonable and deserve to advocated. What’s more, Samsung’s customer care standard is from different sides to regulate,such as environment, customer, employee, community and supplier.However, there are many problems exist for better development in the future.7.0 Recommendationa.Samsung customer service when making should increase the intensity of smalland medium cities and make special strategy for them to meet various kinds of needs so that they can have a better reputation at home and abroad.b.Samsung should develop world strategy to serve the customer around the world,providing characteristic service according to the different custom.c.To collect feed back from customers, Samsung can visit customers in person.Meanwhile, sending new products to long-term customers or some cooperate companies to try it. These customers can give Samsung more detail advise to help the company improve customer service and technology.d.Samsung can increase the welfare of employees to motivate all the staff workhard and reward the employees more.e.Do more advertisements to propagandize Samsung’s customer care system. It hassupervisory function. The customers can provide advise for Samsung in time.8.0 Reference"The Top 225 International Contractors 2013". . Retrieved 2013-08-25. "The World's Best Amusement Parks". . 2002-03-21. Retrieved 2010-09-11. "Cheil Worldwide Inc (030000:Korea SE)". . Retrieved 2010-09-16."South Korea’s economy – What do you do when you reach the top?". The Economist. 12 November 2011. Retrieved 11 January 2012."Samsung and its attractions – Asia’s new model company". The Economist. 1 October 2011. Retrieved 11 January 2012."Customers, suppliers & partners". . Retrieved 2011-02-07.Business Wire (2011-12-06), Biogen Idec, Inc. (Massachusetts) (BIIB) Teams With Samsung Corporation on $300 Million Biosimilar Venture(press release), BioSpace, , retrieved 2012-01-03"Seagate Completes Acquisition of Samsung’s Hard Disk Drive Business". Seagate. Retrieved 8 February 2012./9.0 AppendicesQuestionnaire1.Do you know Samsung Electronics?A.YesB.No2.Do you think that Samsung’s products are useful?A.YesB.No3.Whether you choose to buy Samsung’s products again?A.YesB.No4.Do you like Samsung’s products?A. YesB.No5.Have you ever met something wrong in use Samsung’s products?A. YesB.No6.How did you solve the problem?A. Give up use the product any moreB. Ask the After-service Department for help7.Have you got satisfying solution?A.YesB. NoB.8.Do you think Customer Care is important to a company?A.YesB.No9.What is the primary factor when you choose a product?A.The product’s appearance and functionsB. The better Customer Care10.What do you think of their customer care?A.GoodB.BadC.So so。
hnd_人力组织与管理_outcome1-3_全部答案(课堂PPT)
-- Objectives are more specific than goals
-- Identify the specific path to achieve goals
-- Have to be SMART
• Objectives in case:
-- to finish work on time and within price
12
Section B
6. Motivation for staff depends on more than high salary and working condition
• David used ‘Big Brother’ approach, which means it has complete control over people and is always checking what they do, he liked to run a tight ship
11
Section B
6. Motivation for staff depends on more than high salary and working condition
Explaining one of the following theories: • Maslow’s hierarchy of need • Herzberg’s two factor theory • Alderfer’s ERG theory
satisfy customer’s need
6
Section A
2b. Objectives and policies
• Definition of policy
-- Provide a framework of rules or guidance that manager and staff can make decision
客户服务与维护 客户服务基本概念 (跨境电商运营管理)
客户服务的原则
01
尊重
03
可靠
05
保障
07
满意
02
沟通
04
反应
06
胜任
客户服务的职能
售后
售后服务是指把产品或者服务销售给客户后， 为客户提供的一系列服务。包括对商品在使用方面 或产品维护方面存在的一定疑惑，客服通过与顾客 的及时沟通，帮助客户解决问题，满足客户需求， 使其感知到良好的待遇。在市场竞争 激 烈 的今天， 为客户提供优质的售后服务，消除客户的后顾之忧 ，提供企业信誉尤其重要。
客户服务的作用
给企业创造 经济效益
01
防止客户流失
02
帮助企业树立 良好的 品牌形象
03
客户服务的职能
售前服务是企业开展的一系列刺激客户购买欲望的 服务工作，售前服务的内容多种多样，主要目的是为客 户创造购买产品或者服务的条件，让客户更好地了解企 业的产品和服务，பைடு நூலகம்而增强客户购买欲望。
售前
售中
售中服务是在产品销售过程中为客户提供的服务。 包括产品展示，产品使用方法，客户服务人员良好的服 务态度，耐心解答客户提出的问题等，售中服务伴随客 户的实际购买行为过程，良好的售中服务可以促使客户 做出购买决定。
1 客户服务概述
客户服务
客户服务（Customer Service, CS），顾名思义，就是企业利用相 关技术手段使企业的业务系统最大限度地与用户建立联系，从而最大限度 地为用户提供服务。
客户服务还可以理解成逐渐深入的三个层次关系：首先是基本服务， 即客户在购买企业产品或者服务之前假定自己必须获得的服务；其次是反 映服务，也就是客户能够向企业明确表达的希望得到的服务，这一层次的 服务可以通过调查获得；最后是意外服务，即企业给客户带来的意外惊喜， 是企业改进服务的重点。
关于您遇到的最好客服经历英语作文
关于您遇到的最好客服经历英语作文全文共3篇示例，供读者参考篇1The Best Customer Service Experience I've Ever HadLast summer, I had the opportunity to travel to Japan for vacation. While I was there, I had an unforgettable experience with a customer service representative that truly went above and beyond to ensure my satisfaction. This encounter left a lasting impression on me and is a shining example of what excellent customer service should look like.The incident occurred when I was trying to find a particular restaurant in Tokyo. I had heard great things about this place and was determined to visit it during my stay. However, I found myself lost in the bustling streets of the city, unable to locate the restaurant on my own. Feeling frustrated, I decided to ask for directions at a nearby convenience store.I approached the cashier and timidly explained my situation in broken Japanese. The cashier listened attentively and immediately offered to help me. She pulled out a map of the area and patiently showed me the exact location of therestaurant. But she didn't stop there - she also highlighted the best route to get there, taking into account the crowded streets and busy intersections I would encounter along the way.After thanking her profusely, I left the store feeling grateful for her assistance. However, as I was walking towards the restaurant, I realized that I had forgotten my wallet at the convenience store. Panic set in as I worried about how I would pay for my meal. Without hesitation, I rushed back to the store and explained my predicament to the cashier.To my surprise, the cashier greeted me with a smile and reassured me that it was no problem. She insisted on paying for my meal herself and even offered to lend me some money for the remainder of my trip. I was overwhelmed by her kindness and generosity, and tears welled up in my eyes as I thanked her profusely.This experience taught me a valuable lesson about the power of excellent customer service. The cashier's willingness to go above and beyond for a stranger made a lasting impact on me, and I will always remember her kindness. It serves as a reminder that a simple act of kindness can make a world of difference in someone's day.In conclusion, the best customer service experience I've ever had was in a convenience store in Tokyo, where a cashier went out of her way to help me and even offered to pay for my meal. Her generosity and kindness left a lasting impression on me and reaffirmed my belief in the importance of excellent customer service. I will always be grateful for her help and strive to pay it forward in my own interactions with others.篇2The Best Customer Service Experience I've Ever HadI recently had the pleasure of experiencing the best customer service I have ever encountered, and I believe it is important to share this positive experience with others.I was in need of a new laptop, and after doing some research, I decided to purchase a model from a well-known electronics store. I went to the store and was immediately greeted by a friendly and knowledgeable sales associate. He listened attentively to my needs and recommended a few options that would best suit my requirements. After making a decision, he was patient and helpful in guiding me through the purchasing process.After leaving the store, I encountered an issue with setting up my new laptop. I called the store's customer service hotline and was pleasantly surprised by the quick response and proactive assistance I received. The representative was friendly, understanding, and knowledgeable. Despite my lack of technical expertise, he took the time to walk me through the troubleshooting steps and even offered to set up a remote session to help me resolve the issue.Throughout the entire process, the customer service team was diligent in ensuring that my needs were met and that I was satisfied with the outcome. They went above and beyond to provide me with a positive experience, and I truly felt valued as a customer.In the end, not only did I receive a top-quality laptop, but I also gained a newfound appreciation for the importance of excellent customer service. The staff at this electronics store exemplified professionalism, attentiveness, and dedication to customer satisfaction. This experience has solidified my loyalty to this brand, and I will undoubtedly recommend it to others based on the outstanding service I received.Overall, this encounter has taught me that exceptional customer service can truly make a difference in shaping apositive customer experience. I am grateful for the outstanding service I received and am inspired to provide the same level of care and dedication in my own interactions with others.篇3The Best Customer Service Experience I've Ever HadI have had many experiences with customer service over the years, both good and bad. However, there is one experience that stands out above all the rest as the best customer service I have ever received. It happened a few years ago when I was having issues with my internet connection at home.I had been experiencing slow speeds and dropped connections for weeks, despite multiple calls to my internet provider's customer service hotline. Each time I called, I was met with long wait times, unhelpful representatives, and promises that the issue would be resolved soon. However, nothing ever seemed to change and I was becoming increasingly frustrated.Finally, in a last-ditch effort to resolve the issue, I decided to visit one of the provider's physical stores in person. I walked in expecting another long wait and unhelpful service, but I was pleasantly surprised by what I encountered.The representative I spoke to at the store was friendly, knowledgeable, and genuinely interested in helping me resolve my issue. She took the time to listen to my concerns, ask probing questions about my setup at home, and offer potential solutions. She even went above and beyond by checking the status of the network in my area and providing me with regular updates on the progress of the issue.After spending over an hour with me, the representative was able to identify the root cause of the problem and implement a solution that resolved my internet connection issues once and for all. I was so impressed by her level of dedication and expertise that I made sure to fill out a customer feedback form praising her exceptional service.This experience taught me the importance of personalized customer service and the impact it can have on a customer's overall satisfaction. It also reaffirmed my belief that face-to-face interactions with customers are often more effective than phone calls or emails when it comes to problem-solving.In conclusion, the best customer service experience I have ever had was with the representative at my internet provider's store. Her attention to detail, willingness to listen, and commitment to finding a solution made all the difference inresolving my issue. I will always remember this experience as a shining example of how good customer service can truly make a difference in a customer's life.。
hnd客户服务报告
Creating a culture of customer careH1F0 34Outcome1--2Agricultural BankI. IntroductionII. Internal and external customer needsInternal customerExternal customerIII. Customer relationship buildingIV. Customer services trainingVI. The key factors of after careVII. Introduction and evaluation of customer care strategy1. Knowledge of the product and customer’s characteristics2. Contact the service product and customer:3. With the product update service:VIII. Customer satisfaction and loyaltyIX. Introduction and evaluation of customer care standard X. ProposeAppendix:Appendix (1)Appendix (2)Appendix (3)Appendix (4)Appendix (5)Ⅰ、IntroductionAgricultural Bank of China is the state's five major banks, 2009 implementation of stock system reform, To become the five largest bank in the last listed banks.This article aims to analyze the Agricultural Bank of China Customer Service. The analysis includes: customer relationship building, customer service training, customer feedback qualitative and quantitative analysis, introduction and evaluation of internal and external customer needs, after-sales service, customer service strategy, customer satisfaction and loyalty, and customer service standards Introduction and evaluation. Finally, by the above, the company's customer service rationalization proposals.Three suggestion will be shown in the conclusion.Ⅱ、Internal and external customer needsInternal customer: It refers to internal acceptance of the enterprises of other individuals or units of services to individuals and departments.Internal staff of the Agricultural Bank of China Bank of Agricultural Bank of China's internal customers, they can enjoy the internal business and promotions, Agricultural bank of China arrangements for staff welfare policy.(See Appendix one)External customer: It refers to the purchase of the products or services providedin the enterprise external to the individual or institution.Agricultural Bank of China's external customers is usually to ABC for a variety ofbusiness customers, they enjoy the treatment and services are the same.(See Appendix two)Internal Customer Need:Reward：Agricultural bank of China salary level is based on the performance ofthe employee performance to determine, at the same time according to different company status, salary level is also different.The nature of supervision：Agricultural bank of China in the management is divided into four classes, respectively E, D, M, P.Quality of working life：Agricultural Bank of China employees are state workers, enjoy the formal wages, living by state subsidies and welfare. In the quality of work is on the hierarchy.External Customer Need：A Faster Speed Of Service：Agricultural bank of China's on-call service: is a bank launched can help customers anywhere at any time with any communication means, can and bank exchange of information system, and the traditional telephone banking is different, the call center service is two-way, interactive, customers can not only simple business consultation and query, but also can such as transfer, report the loss of STH, foreign exchange trading and substantial bank business, able to offer our customers convenient for banking services.Less break service commitment：Agricultural Bank of China is the country with the services of banks, credit degree is high, the high quality of service, for customers commitment will be adhered to, respect the rights of clients andintention, is the Agricultural Bank of China services.More product information：Agricultural Bank of China to provide customers with a perfect information system, whenever a customer has a need to understand the product information, will have the relevant customer service staffto provide customer solutions, providing detailed information service.III、Customer Relationship BuildingCRM theory: Is a customer-centric business strategy, regroup redesign of business processes and workflow information technology as a means to improve the customer service and in-depth customer analysis to meet customer need to improve customer satisfaction and loyalty, thereby ensuring customer lifetime value and corporate profits "win-win" strategy to achieve.According to the theory, including the benefits of customer relationship marketing;maintain growth in revenue, the sales meters if bone branding and more stable sales team with a low cost.Establish a strategic alliance to address the commercial channel conflict; build and improve online marketing channels; control channels, enhance the game for new channels.（Baidu，2012）Agricultural Bank of China marketing product is various fund management products, stock and insurance business, take the marketing means is thecooperation of the company to do marketing, and the Agricultural Bank has agood credit reputation.National security, it is also an important factor in the success of bank marketing.FMP：Bond and cross sales、Club member-ship programs、Society bond、Customer & Company、Customer & Customer、Database marketing、Structural bond.Finance bond：Agricultural specialty products is the Agricultural Bank of China, the unique financial services.For example, urbanization of rural credit, rural infrastructure constructionloans and so on the characteristic product, is the Agricultural Bank of China for 3 farmingpolicy puts forward financial preferential policies.Agricultural Bank of China and the major insurance companies launched a bank counter for personal insurance, insurance and payment services, which is the Agricultural Bank and insurance company business bundled sales.VIP：Golden Harvest card is the Agricultural Bank of China, specifically for high-end customers to provide bank card brand, aimed at the card for the media,for the majority of the cardholder to provide financial, business, life, entertainment and other intimate, distinguished service, construction of an exclusive service space and exchange platform. Golden Harvest card is the Agricultural Bank of China VIP customer status symbol, can use this to enjoy the corresponding preferential, preferential and value-added, exclusive service. Society bond:Database marketing：Agricultural Bank of China service customization services, banking services to customers, deposit, remittance and settlement, the average bank card, on behalf of retail business can be defined as the standard bank service.In commercial bank management stage, the retailbusiness is the agricultural bank business focus.Along with the electronic technology in financial services in a wide range of applications, retail business will greatly enhance the degree of automation.IV、Customer services trainingThe general training process includes: training needs analysis, training design, training delivery and training evaluation (Lv 2012).Customer service training includes : develop a customer service strategy / customer / client needs analysis / after-sales service and service recovery / effective customer communication .The general training process includes: training needs analysis, training design, training delivery and training evaluation (Lv 2012).Time: 5,15,2013-6,15,2013Training content (1)Customer service strategy; (2) customer service standard; (3) customer form; (4) analysis of customer demand; (5)customer feedback management; after sale service and service recovery; effective customer service communication; customer relationship management.Trainers and JIANGCHAOLIANGAccording to Kirkpatrick model,this is company's customer service belong to Level 3.Kirkpatrick model include （Lv 2012)：Level 1:Reactions of trainees to the content and methods of training, to the trainer, etc.Level 2: Learning attained during the training periodLevel 3: Transfer to learning to job behaviour in the work environmentLevel 4: Effect on the trainee ’s department. Level 5: Has the training affected the ultimate well-being of the organization.V 、The qualitative and quantitative customer feedbackQualitative analysis of the definition of:he qualitative research focuses on words and observations to find out reality, and attempts to describe people in natural situations (Lv 2012)；Quantitative analysis of the definition of:The quantitative research grows out of a solid academic tradition that places considerable trust in numbers that represent opinions or concepts (Lv 2012). training siteShanghai financial center Trainingresource The SOHO China ’s president has rich job experience and the SOHO China has a unique marketing concept it can help theemployee has much more.Quantitative analysis method of choice questionnaire for customer feedback: The reanalysis data method using SPSS restructuring will greatly improve the efficiency of data analysis and reduce anthropogenic miscalculation. "Multiple Response" SPSS database use multiple sets of data are combined and then defined a new field group, which will be defined for each single multiple-choice questions in the new field group variable interval defined, and then for the newfield group frequency analysis. When after the completion of a single field is set, you can use the block to the other multiple-choice questions, re-use analysis, which can greatly improve the efficiency of the multiple-choice data analysis.Observed Feedback qualitative analysis method: Mainly to establish a model forthe sale of goods, the various factors that affect the sales price is mutual influence and mutual restriction, they form a system, and thus to customer satisfaction as the main indicator to analyze the impact of the sales price, the key variable is the customer satisfaction. After expert advice, can determine the impact of the price factor set of variables including environmental satisfaction,the property satisfaction and price satisfaction.Summary：According to the investigation of Agricultural Bank, found that bank consumer group more popular, because the bank for agriculture policy business more consistent with the mass, especially the attention, compared to other stateof the major banks, ABC’s outlets set up is more, a wide range of customergroups.Access summary : The agricultural bank outlets set up more personnel, wide distribution, geographical span is big, also resulted in ABC's service attitude difference, including service quality are also different, so at the time of investigation for the Agricultural Bank of China, there are many different opinions, mixed.The bank needs to improve the place a lot.As one of the large state-owned enterprises, reputation is the most important.VI. The key factors of after careAgricultural Bank of China, the service is very attentive.The one-stop service:it means to improve efficiency, in some places at the same time need more than one location in the past, and many times, a lot of choreography completed service.Attentive service: It is also called butler service. attentive service also known as housekeeping services. As the core of the concept of humane establish people-oriented set of pre-sales, sales, after-sales service as one of the three-dimensional, throughout the entire process of product flow.Call center:call center is a complete system of integrated information services using various advanced means of communication to provide customers with high-quality, high-efficiency, full range of services.Self-service:The self-service (self service) is the industry through thedeployment of "self-service" support platform, allowing users to access to services through self-service platform or terminal. Include fault diagnostic products, product training, product sales, trading service-shaped.It refers to the deployment in the manufacturing, allows users to access services through self-service support platform, self-service platform or terminal. The place of business of the Agricultural Bank of China all have ATM self-service machines, the use of customer-friendly.Agricultural Bank of China is a state-owned bank, is also a long history of credit bank products and services, has a good reputation, ABC should be a lot of efforts to enhance the development of new products, the banking system is more diversified, so that the customer groups more vast.VII、Introduction and evaluation of customer care strategyAgricultural Bank of China customer service strategy is people-oriented, and implementing the the three agricultural policy, the customer base is not limited,the state-owned five largest banks in the most extensive customer base, the greatest impact of the bank.As the theory, customer service strategy and the design flow includes:1. Development and evaluation of business strategy2. Key determinations of customer care strategy3. Creation of creativities4. Evaluation and development of creativities5. Feability and Profit Assessment6. Clear roles and responsibilities7. Implementation Test8. Commercialization9. Evaluation and Double-loop learning.The company designs the steps customer strategy is including:1.Knowledge of the product and customer’s characteristics:Agricultural Bank of China asked the customers to come to do business in the views of the Agricultural Bank of China, including the requesting client to help fillin the the various investigations table like are the Agricultural Bank of China continue to progress. ABC can understand customer demand for banking products, in order to respond in a timely fashion.2. Contact the service product and customer:Agricultural Bank of China has always been to strengthen exchanges with customers. Enjoy the company's products and the information fed back by the customer, the Agricultural Bank of China has also been progress, ABC has a comprehensive customer information system, which is the Agricultural Bank of China can now state-owned groups of five bank customers reasons.3. With the product update service:Agricultural Bank of China continued research and development of new financial products, for example sub tripartite hosting wealth management business of the Agricultural Bank of China, since its introduction, has been acclaimed financial products, it also attracts a lot of customers to transact business and use the product in ABC.VIII、Customer satisfaction and loyaltyIn the theory, loyal customers will have the following several kinds of performance:·Frequently purchase products or services.·Dependence on products or services.·Purchase relevant products or services.·Recommend products or services to potential customer.Agricultural Bank of China has many loyal customers, such as deposits of large state-owned enterprises and foreign companies, this company is a major sourceof funding for the Agricultural Bank of China, the state-owned enterprises through the Agricultural Bank of China obtained through these loans interest loans to the Agricultural Bank of China to operateto make a profit, this is the cooperative relationship between them, the Agricultural Bank of China, as state-owned banks with good credit and capital flows, so popular with thestate-owned company's support.IX、Introduction and evaluation of customer care standardFive customer service standards:．Customer classification: The enterprise must decide which one is more important principle, and provide the corresponding services according to the customer's grade.．Client Experience: To provide service for customers with continuous, reliable, high standards of service.．Internal collaboration: Company should make no exception to internal and external.．Reference point: The team performance should link up with the quality of customer service.．Process integration: Integration for company business process, and take it customer-centric.According to the theory and the design of the customer service standard, the need to consider the following factors （Lv 2012):?Recognise existing and expected contacting points from service map?Transfer expectation to action?Choose appropriate action for standard?Set soft or hard standard?Design reflection system for both soft and hard standard?Set hard indication and soft objective?Evaluate standard by indication and objective?Offer outcome of appraisal for staff?Evolve indication and objectiveAgricultural Bank of China has basically reached the five customer service standards, the Agricultural Bank of China has dedicated customer sales and service system, the team trained, they can accurately analyze customer type, and give the corresponding service. Agricultural Bank of China has many awards, outstanding team, you can get a wealth of year-end bonuses.Internal cooperation of the Agricultural Bank of China is very good, because the cooperation was also higher welfare, so we are more willing to co-operate to customer service, the Agricultural Bank of China has been widely acclaimed.X. ProposeAgricultural Bank of China, although around them state-owned one of the four major banks, outlets many have set up outlets at home and abroad, but after visited place of business, the attitude of staff is not very uniform, the Agricultural Bank of China should be more training Aug work, a service uniform provisions.On the other hand, in 2009, the Agricultural Bank of China shares reform, ABC's products are more abundant, but rarely for the introduction of the product aswell as information, which lost a lot of clients, many customers we offer in oursurvey the part of the Agricultural Bank of China products have never heard of,or just a little understanding for the ABC to promote the company's products,this is no good, the company needs to make more efforts in product promotion. And new product innovation above should be a lot of strengthening, new products to attract new customer groups. This is the need to strengthen the place of the Agricultural Bank of China.Appendix:Appendix 1：Appendix 2：Appendix 3：Quantitative analysis1. How old are you?A.25B.25 to 30C.30 to 40D.More than 402, Are you use the Agricultural Bank how long the product?A. Only one yearB. Two yearsC. Three yearsD. More than three years3.Do you think the Agricultural Bank of China attracts you most what is the type of product?A. Access businessB.The fund management businessC.Three aspects of the businessD.Loan business4.How much do you know to the Agricultural Bank?A.Know muchB.In generalC.A small portion ofD.Don't know5.Your satisfaction with the products and services of ABCA.Very satisfiedB.Feel goodC.In generalD.Not good6.Are you satisfied with the overall service of ABC?A.SatisfiedB.Dissatisfied7.Do you have used the Agricultural Bank product?8.Do you come into contact with the Agricultural Bank of China rural operations?A.Contact withB.Contact pointC.No9.Do you think the bank which need to improve?Please give our suggestions. Appendix 4：Interview1.Ask when you choose the Agriculture Bank of China?2.How the way do you know the Agriculture Bank of China?3.How do you think what the business of Agricultural Bank of China the most attractive customers?4.How do you want the Bank launched what type of business?5.How long do you go to the Agricultural Bank6.How do you think the bank deal with customer service attitude how?7.Whether you are satisfied with the service attitude?8.How do you think the bank and do more defective?9.If you were given a separate experience bank customer service opportunities, you most want to experience a which part?Appendix 5：Reference(1). Pan S.Y. (2006), Symbol: SOHO Chinese avant-garde ten years, TsinghuaUniversity Press.(2). LV, X, (2012), lecture handout creating a culture of customer care, Renmin university.(3). Hercules Yang, 04-09-2003, World class customer service of the five standard, 12.24.2012, .ceconline./sales_marketing/ma/8800052652/01/(4). 2012 Chinese real estate five hundred strong enterprises, 51 Capital Project Network, news.51zjxm./bangdan/20120330/13650.html(5). N22x33 (2012), SOHO China Employer Brand, 12.24.2012,。
好的客户服务关怀英语作文
好的客户服务关怀英语作文Exceptional customer service is not just a business tactic; it's an art form that can make or break a brand's reputation. It's the difference between a one-time buyer and a lifelong loyal customer. Great customer care starts with a genuine smile, extends to a listening ear, and culminates in a solution that not only resolves the issue at hand but also leaves the customer feeling valued and respected.In the realm of customer service, empathy is king. It's about understanding the customer's needs and frustrations as if they were your own. It's the ability to put yourself in their shoes and respond with a sense of urgency and care. A simple "I'm sorry for the inconvenience" can work wonders, as can a proactive approach to finding a solution.Communication is another pillar of good customer service. Clear, concise, and polite communication can defuse even the most heated situations. It's about being transparent about what you can do, setting realistic expectations, andfollowing up to ensure satisfaction.Training is also crucial. Staff should be well-versed in the company's policies, the products or services offered, and equipped with the skills to handle a variety of customer interactions. They should be empowered to make decisions and resolve issues on the spot, which can significantly enhance the customer's experience.Technology plays a significant role in modern customer service, with chatbots, self-service portals, and socialmedia providing new avenues for interaction. However, while these tools can be efficient, they should complement, not replace, the human touch. There's no substitute for a knowledgeable and friendly customer service representativewho can provide personalized attention.Finally, good customer service is about going the extra mile. It's about surprising and delighting customers withlittle gestures that show you've gone beyond the call of duty. Whether it's a complimentary product for a trouble-free experience or a thank-you note after a purchase, these small touches can leave a lasting impression.In conclusion, great customer service is about building relationships, not just transactions. It's about creating an environment where customers feel heard, helped, and appreciated. It's the little things that count, and when done right, they can turn a good customer service experience intoa great one.。
卓越的客户服务EXCELLENTCUSTOMERSERVICE概述
1.当上了此课程后, 参与者ห้องสมุดไป่ตู้能: 2.学到重要与有效的客户服务技巧 3.维护公司形象与达致公司目标 4.学到有效的电话服务技巧
Learning Objectives
1.After attending this workshop, participants will be able to: 2.To give them the essential tools required in order to be an effective customer service personnel 3.To constantly take care of the company’s image and to uphold the vision 4.Learn the effective telephone skills
Mr Aw’s program design, presentation and interaction are different from the common approach and thus stimulate the mind of the participants. One thing is for sure, his program is exciting and worth looking forward to. He welcomes new and challenging ideas. Mr Aw holds a CTM in public speaking from the Toastmasters International and was the 1st runner-up for the Toastmasters N1 (Penang) English Speech Competition in 1999.
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1.0 Introduction The report is for the mountain High Hotel creating a culture of customer care to increase the level of business during the traditionally quieter spring and autumn month. First, this report identifying what kind of the customers. Second, this report identifying the factors that contributes to excellent customer care. Then, the report identifying the factors that contribute to excellent customer care. At last, its explanation of the impact on the business of poor customer service, acceptable customer service and excellent customer service. 2.0 The identification of customers 2.1 Internal customers These are fellow employees an managers within your place of business. They support the company and make the company look good to external customers. In the company staff, board of directors , bed room, restaurant, 2 bars, and night-club employees are internal customer for mountain High Hotel. 2.1 External customers These are people and organizations who have a need for the company product or service. They purchase company stuff in exchange for money to meet their needs like mature clients, younger clubbers, skier and expectations. They are customer for mountain High Hotel 2.3 Potential customers The potential customers are enterprises or vendors selling things there are demand. But also has the purchasing power of people. Now for the Mountain High hotel middle-aged customers are the potential customers for mountain High Hotel. 3.0 The factors that contribute to excellent customer care 3.1 The value of money offer. A good company need make the value of money offer. The hotel complex had a number of distinct operations. There were 150 bedrooms, 2 restaurants, 2 bars and a night-club. In addition, there was also a sports fitness centre and swimming pool and the complex also managed its own sports shop that offered ski equipment sales/hire and lessons during the winter months and mountain bike sales/hire and guided tours in the summer months. These improved facilities make customer can gain service and product with they need. It can make customer satisfaction. 3.2 The professionalism, friendliness and expertise of employees Company needs the professionalism, friendliness and expertise of employees. The sport shop was a good example. The staff was all young, fit and fully committed to their sport of skiing. They were all experts and spent their free time in the winter out on the slopes. While at work they were more than willing to share their enthusiasm for skiing with anyone who came into the shop but had little time for non-skiers. The employees’ professionalism and expertise are very good. But them not have enough friendliness for every. They can make the friendship with skiers. But other customer will be not satisfaction. 3.3 The product or service matches customer needs The company needs product or service matches customer needs. For example the complex also owned and managed the mountain gondola and ski lifts. The gondola operated throughout the year for sightseers’ as well as being used by skiers in the winter and by mountain bikers in the summer. The mountain gondola is good service to matches customer needs. Its can make the repeat customer. 3.4 After-sales service you provide. Company need build an after-sales service team to service customer. Because the after-sales service team can developing the customer loyalty. And the company can find what of the question need to improve from customer. It can make company develop. 4.0 Product and service knowledge There are many benefits of hiring a professional knowledge of staff. For example, the sport shop hire a ski instructor is much better than an ordinary person. Because of that ski instructor has enough professional knowledge for teaching customers and they can protect customers. Service staff needs knowledge too. A professional service staff knows how to make customer satisfaction. So the customer is easy to be the repeat customers. That will increase and development the company prospects. 5.0 Explanation of the different customer service impact on the business 5.1 Poor customer service Poor customer service will lead to customer dissatisfaction resulting in the loss of customers and decreased performance of the company, in the company development, poor customer service is a serious impact in the short and long-term. 5.2 Acceptable customer service Acceptable customer service can make the most of customer satisfaction. So, in the short term there will be more stable performance. However, in the long term, if there are competitors providing better customer service. The company will be loss of customer. Its will make company performance decline and corporate income. 5.3 Excellent customer service Excellent customer service can increase the repeat customers and customer word of mouth to enhance the performance and image. Excellent customer service in long term will increase and development the company prospects. 6.0 Conclusion This report is about the mountain High Hotel creating a culture of customer care to increase the level of business during the traditionally quieter spring and autumn month. The report main points are what kind of the customers, identifying the factor that contributes to excellent customer care, identifying the factors that contribute to excellent customer care, and its explanation of the impact on the business of poor customer service, acceptable customer service and excellent customer service.