商务沟通与技巧outcome2.doc

Table of Contents1.0 Summary. 3 2.0 Introduction. 33.0 Procedures. 34.0 Findings. 4 4.1 Customer care strategy. 4 4.1.1 Introduction of Samsung 4.1.2Samsungs Business Principle 4.1.3 Introduction of Samsungs customer care strategy 4.2 Customer care systems. 4 4.3 Customer care standard. 6 4.3.1Environment 4.3.2Customer 4.3.3Employee 4.3.4Community 4.3.5Supplier 4.4 The research of Samsung s customer feedback.7 5.0 Evaluation.7 6.0 Conclusion.87.0 Recommendation.88.0 Reference.99.0 Appendices.101.0 SummarySamsung Group is South Korean company that is headquartered in Samsung Town, Seoul. Samsung Grtoup has many partners all over the world, most of them involved under the Samsung brand. Samsung is the biggest South Korean corporation. In recent times products like Galaxy S4 and Note III very popular with many young people. Samsungs other products have many problems. The customers now wonder how Samsung as a worldwide company will fix there customer services. what the customer care strategy is.2.0 IntroductionThisreport, mainly talks about the strategy of Samsung customer care. First, the introduction of Samsung 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 ProceduresIn order to complete the report mainly though browsing the website and read some books about Samsung to search many useful information. In order to find 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 Introducing SamsungSamsung is a trading company which was founded by Lee Byung-chul in 1938. Over the next three decades, Samsung has expanded and diversified into a variety of areas including processing, textiles, insurance, securities and retail. Since the 1990s Samsung is a global company involved in activities, and electronics, particularly mobile phones and semiconductors, all have become large sources of income. 4.1.2 Business PrincipleSamsungs main priority 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 Introducing the customer care strategySince the companies establishment, they have commited to the customer service work to provide customers with high quality and perfect service. Every department tries their best to provide customer satisfaction. Samsung sends managers and technical staff to the Korean Headquarter to study and training. This way Samsung can give 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 Samsung insurance. This involved making all customer sales staff be well trained in company 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 pass the responsibility on to someone else. 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.l Improving relationships In order to coordinate with dealers better, Samsung should to get the support of dealers. So almost every week they should search the key dealer, and give support to solve problems together. They need to get better with providing after-sales services.l Priorities within operationsTo promote leadership and operational efficiency 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: product innovation, core business expertise, distribution management, quality of service, productivity. l Behavior and responsibilities Adopting a responsible behavior through sustainable added-value products and services allows Samsung to most effectively participate in social, environmental and economic progress. They also encourage and reward environmentally responsible behavior. They also support employee well-being and take some measures to monitor employee to improve the efficiency so that they can develop the organization. Samsungs responsibility towards shareholders includes ensuring the long-term viability of the company through transparent corporate governance and a culture of business ethics, supported by Samsung s Standards and code of ethics.4.3 Customer care standard4.3.1 EnvironmentSamsung is responsible for the environmental protection. Using environmental protection material and pay attention to recycling.Samsung Group working to improve the 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. is also aware of the role they can play in promoting environmental awareness among stakeholders.4.3.2 CustomerSamsung Group is committed to the international line of electronic products manufacturing.Samsung Group is committed to improving peoples material life.Samsung Group is committed to the cause of the worlds communications.4.3.3 EmployeeSamsung takes responsibility for employeesSamsung strives to be a responsible employer, placing employees number oneSamsung hires all peopleSamsung promotes employee participation, and supports employee well-being.4.3.4CommunitySamsung takes responsibility towards community.Samsung strives to play a positive role in community, by having employees volunteerSamsung 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 people and community.4.3.5SupplierSamsung chooses suppliers that are good for environment.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 grow all over the world.This research includes two different aspects; setting or creating hypothesis and in-depth research. The research sources from a solid reputable sources. Samsung constantly conducts studies to improve understanding customers behaviors and expectations. According to the questionnaire we are able to understand the problems about the company. Samsung can understand the requirement of the customers and improve the customer service. But the questionnaire include is limited and simple. 5.0 EvaluationSamsung use different ways to understand what problem exist in company and find out the solution to improve their customer care. The company always send out managers and technical staff to training in order to develop customer care strategy. Samsung always understand customers trends, and meet the needs of customers. 6.0 ConclusionSamsung has an emphasis on customer service, constantly upholding the values of the companys human resources and customer services. According to the questionnaire and telephone interview, Samsung should update its customer care strategy. Samsungs business principle is respectable. Samsungs customer care standard is regulated. Regulated in these aspects; environment, customer, employee, community and supplier. However, they still suffer from many difficulties which have room for improvement. 7.0 Recommendation a. Samsung customer service should increase the intensity of small and medium cities and make special strategies for them to achieve various kinds of needs so that they can have a better reputation at home as well as abroad. b. Samsung should develop a global strategy to serve customers around the world, providing characteristic service according to the different customs. 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 detailed advice that can help the company improve their customer service and technology.d. Samsung can increase the welfare of its employees to motivate all of the staff to work hard and reward the employees for good work.e. Do more advertisements to propagandize Samsungs customer care system. It has a supervisory function. The customers can provide advise for Samsung in time.8.0 ReferenceThe Top 225 International Contractors 2013. E. Retrieved 2013-08-25. The Worlds Best Amusement Parks. F. 2002-03-21. Retrieved 2010-09-11. Cheil Worldwide Inc (030000:Korea SE). . Retrieved 2010-09-16.South Koreas economy What do you do when you reach the top?. The Economist. 12 November 2011. Retrieved 11 January 2012. Samsung and its attractions Asias new model company. The Economist. 1 October 2011. Retrieved 11 January 2012. Customers, suppliers & partners. . Retri