商务沟通与技巧outcome

1、Report onCustomer Care Strategyin SamsungPrepared for:Eaco Candidate name: Peng Ziwei Grade and Class: International business Class 6 Student Number:Table of Contents1.0Summary32.0 Introduction 3 3.0 Procedures3 4.0Findings 44.1 Customer care strateg y.44.1.1 Introduction of Samsung4.1.2 Samsung s B

2、usiness Principle4.1.3 Introduction of Samsung ' s customer care strategy 4.2 Customer care systems44.3 Customer care standard 64.3.1Environment4.3.2Customer 4.3.3Employee 4.3.4Community4.3.5Supplier4.4The research of Samsung 's customer feedback75.0Evaluation 76.0 Conclusion 8 7.0 Recommend

3、ation88.0Reference99.0Appendices101.0 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.Rec

4、ently, 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 Samsungas a worldwide company how to solve customer services.And what the customer care strategy is.2.0 IntroductionThis?report, mainly t

5、alks 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 chi

6、efly 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.

7、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

8、 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,

9、 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 Samsungs Business PrincipleSamsung s Management Philosophy is to devot

10、e 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 cus

11、tomers 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

12、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 regular

13、ly conducts studies to better understand customers ' behaviors and expectations. “ People-oriented " is the overall concept of Samsunginsurance, the companymakesevery Samsungcustomers, sales staff and workers be fully embodied values.Not a single company can guaranteethat every products are

14、 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,

15、 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

16、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 cle

17、arly 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 sust

18、ainable 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 govern

19、ance 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 measuresto monitor employee to improve the efficiency so that they can develop th

20、e organization.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 world's emissions, the use of gr

21、een energy.SamsungSamsungis 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.Sams

22、ung Group is committed to the cause of the world's communications.4.3.3 EmployeeSamsungtakes responsibility in employee" s workplace , providing a comfortable and secure situation.Samsung strives to be a responsible employer, placing employee engagement atthe heart of its business strategy.

23、?Samsung fosters diversity and equal opportunities for all.Samsungoromotes employee participation, encourages professional development, and supports employee well-being.4.3.4 CommunitySamsung takes responsibility towards civil society.Samsungstrives to play a positive role in society, by building a

24、culture that promotes employee volunteering.Samsung is committed to charities that donate money to help poor people.Samsungis 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 integrat

25、es social and environmental criteria in the selection and management of our suppliers.4.4 The research ofSamsung's customer feedbackTo improve efficiency and attract more customers, Samsung have done a lot of surveys, they can makethe target through the survey. The main reason of business survey

26、 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 acade

27、mic 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 requ

28、irement 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 bett

29、er.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

30、 care strategy. Samsung always understand customers ' 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

31、while contribute on customer service. According to the questionnaire and telephone interview, Samsungupdate its customer carestrategy through collect feedback from customers. Samsung s business principle is reasonable and deserve to advocated. What' s more, Samsung ' scustomer care standard

32、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. Samsungcustomer service when making should increase the intensity of small and medium cities and make s

33、pecial 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 custom

34、ers, Samsungcan 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

35、 motivate all the staff work hard and reward the employees more.e. Do more advertisements to propagandize Samsung ' s customer care system. It has supervisory function. The customers can provide advise for Samsung in time.8.0 Reference"The Top 225 International Contractors 2013”"The Wo

36、rld's Best Amusement Parks" . F. 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 November2011. Retrieved 11 January 2012. ”',.iL.，"，"Samsung and its attractionsAsia s new model company" . The Economist. 1 October 20