HND客服报告第二个作业.doc

Report for Creating a Culture of Customer Care (DJ4234) Outcome 3创建一个文化的报告客户关怀(DJ4234)结果3Research of customer care -Samsung Electronics研究客户服务的三星电子Candidate name: Ma QianliGrade and Class: Financial services class 7 Student ID: 105144989Submission day: 12.30.2010Table of Contents1.0 Introduction 12.0Customer care strategy 12.1 Introduction of AXAs customer care strategy 12.2How Samsung build its customer care 23.0Customer care standard 33.1Environment 33.2Customer 33.3 Employee 33.4Community 33.5Supplier 34.0The research of Samsung s Qualitative and Quantitative customer feedback 44.1Reasons of business survey 44.2The definitions and functions of qualitative And quantitative methods 44.3Qualitative and quantitative methods that used in the feedback 5 5.0Evaluation of customer care strategy 56.0Recommendations of customer care 1.0介绍12.0客户服务策略12.1引入安盛的客户服务策略12.2如何构建它的客户关怀三星23.0客户关怀标准33.1环境33.2客户33.3员工33.4社区33.5供应商34.0研究的三星的定性和定量客户反馈44.1业务调查原因44.2的定义和功能的定性和定量方法44.3定性和定量方法,用于反馈55.0评价客户关怀战略56.0建议的客户关怀 61.0 IntroductionIn this article, it mainly talks about the strategy of SamsungElectronicss customer care. First, introduction of SamsungElectronicss 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 SamsungElectronicss Qualitative and Quantitative customer feedback. Methods of questionnaire and interview are used in the customer feedback. After talking about the customer feedback, it analyses the date about feedback and have made a conclusion. At last, an evaluation of SamsungElectronics is given to show others. Some recommendations are also raised to improve SamsungElectronicss customer care. 在本文中,主要讨论了SamsungElectronics战略的客户关怀。首先,介绍SamsungElectronics的客户关怀和其形成参与第二部分。第二,它给一个特定的列表的客户关怀标准,包括环境、客户、雇员、社区和供应商。然后它主要是指SamsungElectronics的定性和定量的客户反馈。问卷调查及访谈的方法用于客户的反馈。在谈论客户反馈,分析了日期大约有了反馈和结论。最后,评估SamsungElectronics给他人。一些建议也提出了改善SamsungElectronics的客户关怀。在这篇报告中，首先介绍了三星电子的企业宗旨，分为内部顾客宗旨和外部顾客宗旨，然后介绍了三星的销售战略，销售环境 ，主要针对的客户。第二部分主要是介绍三星定性和定量的客户反馈。最后评价了三星给客户带来优点和缺点，并且给出一些改善的建议，从而进行改善和提高三星产品在顾客心中的地位和市场市场占有额。 2.0 Customer care strategy2.1 Introduction of AXAs customer care strategySamsung since its establishment, has always been the focus of the work around to provide customers with high quality and perfect service. No complaints of service is the greatest benefit of our business. Samsung services in order to ensure global leadership and unity, in recent years, the company always adhere to the principle of sending out training to Chinese managers and technical staff scores awarded, the time from weeks to months, ranging from one year to send Training and education to South Korea this Part, to maximize the services of Korean Samsung headquarters features to migrate to mainland China. Departments within the company is also set around the customer satisfactionThis center started 2.0客户关怀战略2.1引入安盛的客户关怀战略三星公司自成立以来,一直是工作的重点在“为客户提供高品质的产品和完善的服务。“没有抱怨的服务是我们业务的最大益处。三星服务以确保全球领导和团结,近年来,公司始终坚持的原则,中国发出的培训管理者和技术人员获得分数,从数周数月,从一年的培训和教育,发送韩国这部分,最大限度的韩国三星总部服务特点迁移到中国大陆。公司内部部门也将在“顾客满意”这个中心开始运用SWOT分析制定战略：1.SO战略：利用三星的国际品牌的优势，在加之过硬的的技术和品质，适当的营销方抢占市场。2. WO战略：在资金运营面应有所偏重，发展重点核心业务，如电子娱乐，另外在公共关系方面也应该顾及自己的品牌形象，至少不能让公关部分成为企业发展的绊脚石。3. ST战略：相对其威胁，三星公司的优势仍然存在，打高品质高技术含量的牌子无疑能使其产品在激烈竞争的市场中站稳脚跟，另外，加强营销策略并招募了解国内市场的营销人才和研发人员必将使公司业务有强势发展。4.WT战略：在贯彻WO策略的同时，面对其威胁，以价格为代表，适当降低利润率，使三星不再是大多数人奢望的产品，以销售额带动利润，在市场上是有利可图的。2.2How Samsung build its customer careSamsung prepared corporate empowerment to set strategic customer care department. To achieve operational excellence in each of these key areas, Samsung has adopted a continuous process improvement program based on listening to the voice of the customer. Samsung sets core target by carrying out customer segmenting and profiling. Samsung regularly conducts studies to better understand customers behaviors and expectations. “People-oriented” is the overall concept of Samsung insurance, the company makes every Samsung customers, sales staff and workers be fully embodied values. Samsung respects every employees background, cultural, and personal qualities, and strives to perfect the balance between centralized control and region creativity. To attain its leadership ambition, the Samsung Group has built its strategy around a business model and a set of clearly defined operational priorities. Samsung s business model entails fortifying, consolidating and developing organic growth-retaining existing clients and acquiring new ones-to ensure that the Group is able to seize genuine opportunities for external growth. Samsung has set five operational priorities or catalysts for change, which together are known as the five cylinders of its growth: product innovation, core business expertise, distribution management, quality of service, productivity. Samsung s strategy is to place Corporate Responsibility both at the heart of its business as well as its day to day interactions with its stakeholders. It is through adopting a responsible behaviour, as well as through sustainability 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 behaviors. They also support employee well-being. They also take some measures to monitor employee to improve the efficiency so that they can develop the organization. 2.2如何构建它的客户关怀,三星三星准备公司授权设置战略客户服务部门。实现卓越运营在这些关键领域,三星已经采用了一个持续的过程改进计划基于倾听客户的声音。三星集核心目标进行客户细分和分析。三星会定期地进行研究,以更好地理解客户的行为和期望。“以人为本”的整体观,该公司生产的三星保险每三星客户,销售人员和工人充分体现价值。三星尊重每一位员工的背景、文化和个人特质,力求完美的平衡和地区集中控制的创造力。实现其领导雄心,三星集团已经建立了其战略与业务模型和一组明确定义的操作优先级。三星的业务模型需要强化、巩固和发展现有的客户,有机增长保持获取新的行动确保组织能够抓住真正的机会为外部增长。三星已经建立五个操作优先权或催化剂改变,一起被称为五缸的增长:产品创新、核心业务专长、分销管理、服务质量、生产力。三星的战略是将企业责任两个核心业务以及其日常交互以其利益相关者。它是通过采用一种负责任的行为,以及通过可持续性附加值的产品和服务,该组织能够最有效地参与社会、环境和经济进步。三星的责任向股东包括确保公司的长期生存能力通过健全和透明的公司治理和商业道德文化,支持三星的标准和准则。他们还鼓励和奖励对环境负责的行为。他们也支持员工福利。他们也采取措施来监控员工提高效率,这样他们可以开发组织。3.0 Customer care standard3.1 EnvironmentSamsung is responsibility for our environmental footprint.Samsung Group working to improve our material life, and respond to call of the worlds emissions, the use of green energy,Samsung commits to support the fight against climate change and other environmental protection efforts.Samsung is also aware of the role they can play in promoting environmental awareness among our stakeholders. 3.0客户关怀标准3.1环境三星负责我们的环境足迹。三星集团致力于改善我们的物质生活,并响应号召全世界的排放,使用绿色能源,SamsungSamsung也意识到他们可以起着促进作用的环境意识在我们的利益相关者。三星的发展与我们的发展环境相关三星不仅改善我们的生活质量并且走节能减排和节能创兴的发展路线，将产品绿色化，装备绿色化，生产制造绿色化和都市和谐生态化有效的结合起来。3.2 CustomerSamsung Group is committed to the international line of electronic products manufacturingSamsung Group is committed to improving peoples material lifeSamsung Group is committed to the cause of the worlds communications .2客户三星集团是致力于国际线的电子产品制造业三星集团是致力于改善人民的物质生活三星集团是致力于这项事业的世界通信三星的微笑服务贯彻整个服务过程，体现一切以客户需要为核心。专业服务为客户提供最专业的服务，体现三星客户服务的专业实力。满意服务一切以客户满意为宗旨，体现客户服务的最终追求，以客户满意为宗旨，提供值得信赖，一切让客户满意的服务。3.3 EmployeeSamsung takes responsibility in our workplace.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. 员工三星负责在我们的工作场所。三星努力成为一个负责任的雇主,将员工敬业为核心的商业策略。三星培养多样性和机会平等为所有。三星电子对每一位员工都有平等的待遇，对员工进行自律工作制，多劳多得的奖励制度，努力成为一个负责人的雇主。Samsung promotes employee participation, encourages professional development, and supports employee well-being.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 community philanthropySamsung supports the communities by through corporate.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. 社区三星负责向公民社会。三星努力在社会发挥积极作用,通过构建一种文化,促进员工志愿者。三星是致力于社会慈善事业三星支持社区通过公司。三星也致力于分享我们的业务专长,帮助建立更好的了解个人和社会所面临的风险大。3.5SupplierSamsung integrates social and environmental criteria in the selection and management of our suppliers. 供应商三星将社会和环境标准的选择和管理供应商4.0 The research of Samsung s Qualitative and Quantitative customer feedback4.1Reasons of business surveyTo 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. 商业调查的原因提高效率和吸引更多的客户,三星已经做了很多调查,他们可以通过调查的目标。主要的原因是它们能企业调查改进客户服务,业务可以扩展全世界的更多的视力从客户以赚取更多利润。三星为了扩大市场和提高在客户心中的地位，为所有顾客提供服务，为了满足顾客需求竭尽全力，实行全国联保政策，维修网点遍布全国，形成完善的系统，不断与客户进行沟通，赢得了更多客户的信赖赚取更多的利润。4.2The definitions and functions of qualitative and quantitative methodsWords and observations are paid attention to in the qualitative research to find out reality. In this way , it can try to describe people in natural situation. There are two academic functions of the qualitative research: setting or creating hypothesis and in-depth research. The quantitative research sources from a solid academic tradition that places accepted trust in numbers that represent opinions or concepts. There are also two academic functions: testing hypothesis and leading qualitative research. 定义和功能的定性和定量方法单词和观测注意定性研究来找出现实。通过这种方式,它可以用来描述人们在自然情况。有两个学术功能的定性研究:设置或创建假说和深入的研究。定量研究来源从扎实的学术传统,地方接受信任的数字代表的意见或概念。还有两个学术功能:测试假说和领先的定性研究。4.3Qualitative and quantitative methods that used in the feedbackSamsung regularly conducts studies to better understand customers behaviors and expectations. They use questionnaire to survey the problems existing in the company, which will improve the customer service. Questionnaire belongs to the qualitative methods. Questionnaires are a popular means of collecting data, but some disadvantages may accrue during questionnaire, it is often difficult for company to design. Questions should be relatively simple for respondents to read and answer. It takes a long time to collect questionnaires. There are also some advantages of using questionnaires, for example, it can be used as a basic for interviewing or a telephone survey. What is better, it can cover a large number of people and organization, it is also relatively cheap. Interviewing is used in the quantitative method to analyse the collected date. Interviewing is a technique that is primarily used to gain an understanding of the underlying reasons and motivations for peoples attitudes, preferences or behaviour. It has a good response rate with possible in-depth questions. It can investigate motives and feelings. Recording equipment can be used when interviewing. Interviewers can be helped if there is a problem. While some disadvantages can also be seen in interviewing, the key points are as follows, first, the company needs to set up interviews. Geographic limitations exist during interviewing with high fee. Second, it normally needs a set of questions. Embarrassment may happen if personal questions are involved where it is inconvenience. Transcription and analysis can present problems subjectivity. 定性和定量方法,用于反馈三星会定期地进行研究,以更好地理解客户的行为和期望。他们使用问卷调查公司中存在的问题,从而提高客户服务。问卷属于定性方法。问卷调查是一种常用的方式收集数据,但一些缺点可能积累在问卷,它往往难以得到公司设计。问题应该是相对简单的受访者阅读和回答。它需要很长时间来收集问卷。也有一些优势利用问卷调查,例如,它可以作为一个基本的面试或电话调查。什么是更好的,它可以覆盖大量的人们和组织,也相对便宜。面试是用于定量方法分析收集到的日期。面试是一种技术,主要用于了解底层的原因和动机对人们的态度、偏好和行为。它具有良好的响应速度和可能的深入的问题。它可以调查的动机和情感。记录设备可以用来当面试。面试官可以帮助如果有问题。虽然有些缺点也可以看到面试,要点如下,首先,公司需要建立面试。地理局限性存在面试期间高费用。第二,它通常需要一组问题。如果个人问题可能发生的尴尬都涉及它在哪儿不便。转录和分析存在的问题主体性4.4 Date analysisThe chart shows that 5.0Evaluation of customer care strategySamsung uses