商务沟通与技巧

1、TableofContents1.0Summary32.0Introduction33.0Procedures34.0Findings44.1 Customercarestratey44.1.1 IntroductionofSamsung4.1.25 amsungsBusinessPrinciple4.1.26 IntroductionofSamsungscustomercarestrategy4.2 Customercaresystems44.3 Customercarestandard64.3.1 Environment4.3.2 Customer4.3.3 Employee4.3.4 C

2、ommunity4.3.5Supplier4.4 TheresearchofSamsung'scustomerfeedback75.0Evaluation76.0Conclusion87.0Recommendation88.0Reference9i9.0Appendices.101.0SummarySamsungGroupisSouthKoreancompanythatisheadquarteredinSamsungTown,Seoul.SamsungGrtouphasmanypartnersallovertheworld,mostoftheminvolvedundertheSamsu

3、ngbrand.SamsungisthebiggestSouthKoreancorporation.InrecenttimesproductslikeGalaxyS4andNoteIIIverypopularwithmanyyoungpeople.Samsungsotherproductshavemanyproblems.ThecustomersnowwonderhowSamsungasaworldwidecompanywillfixtherecustomerservices.whatthecustomercarestrategyis.2.0IntroductionThisreport,mai

4、nlytalksaboutthestrategyofSamsungcustomercare.First,theintroductionofSamsungcustomercarewithitsformationisinvolvedinthesecondsection.Second,itgivesaspecificlistofcustomercarestandard,includingenvironment,customer,employee,communityandsupplier.ThenitchieflyreferstotheSamsung'scustomerfeedback.Met

5、hodsofquestionnaireandtelephoneinterviewareusedinthecustomerfeedback.Aftertalkingaboutthecustomerfeedback,itanalysesaboutfeedbackandhavemadeaconclusion.Atlast,anevaluationofSamsungElectronicsisgivenbyauthor.SomerecommendationsarealsogiventoimproveSamsungscustomercare.3.0ProceduresInordertocompleteth

6、ereportmainlythoughbrowsingthewebsiteandreadsomebooksaboutSamsungtosearchmanyusefulinformation.Inordertofindmoredetailedinformationtoproducethisreport,extensiveusewasmadeofthequestionnaire.Thiswasthemosteffectivewayofobtainingdata.4.0Findings4.1 Customercarestrategy4.1.1 IntroducingSamsungSamsungisa

7、tradingcompanywhichwasfoundedbyLeeByung-chulin1938.Overthenextthreedecades,Samsunghasexpandedanddiversifiedintoavarietyofareasincludingprocessing,textiles,insurance,securitiesandretail.Sincethe1990sSamsungisaglobalcompanyinvolvedinactivities,andelectronics,particularlymobilephonesandsemiconductors,a

8、llhavebecomelargesourcesofincome.4.1.2 BusinessPrincipleSamsungsmainpriorityistodevotetoourhumanresourcesandtechnologytocreatesuperiorproductsandservices,therebycontributingtoabetterglobalsociety.4.1.3 IntroducingthecustomercarestrategySincethecompaniesestablishment,theyhavecommitedtothecustomerserv

9、icework"toprovidecustomerswithhighqualityandperfectservice.Everydepartmenttriestheirbesttoprovide"customersatisfaction".SamsungsendsmanagersandtechnicalstafftotheKoreanHeadquartertostudyandtraining.ThiswaySamsungcangiveperfectcustomercare.4.2 CustomerCareSystemsSamsungsetupaspecificcu

10、stomercaredepartmentinordertobuildCustomerCareSystembetter.Samsungregularlyconductsstudiestobetterunderstandcustomersbehaviorsandexpectations.“People-orientedistheoverallconceptofSamsunginsurance.Thisinvolvedmakingallcustomersalesstaffbewelltrainedincompanyvalues.Notasinglecompanycanguaranteethateve

11、ryproductsareperfect.IfacustomerbuySamsungproductsneedafter-salesservice,theirpowerfulCustomerCareSystemswillpresentimmediatelytoyou.Thecustomeroftenhearthecountersaid"Theproductisbroken,pleasefindthefactory."Somecompanychoosetopasstheresponsibilityontosomeoneelse.However,Samsungwillfirstt

12、imeputforwardthat"whereistherightplaceshouldhelpcustomerstosolvetheproblems",anewmodeofafter-saleservice.ImprovingrelationshipsInordertocoordinatewithdealersbetter,Samsungshouldtogetthesupportofdealers.Soalmosteveryweektheyshouldsearchthekeydealer,andgivesupporttosolveproblemstogether.They

13、needtogetbetterwithprovidingafter-salesservices.PrioritieswithinoperationsTopromoteleadershipandoperationalefficiencytheSamsungGrouphasestablisheditsstrategyaroundabusinessmodelandasetofclearlydefinedoperationalpriorities.Samsunghassetfiveoperationalpriorities:productinnovation,corebusinessexpertise

14、,distributionmanagement,qualityofservice,productivity.BehaviorandresponsibilitiesAdoptingaresponsiblebehaviorthroughsustainableadded-valueproductsandservicesallowsSamsungtomosteffectivelyparticipateinsocial,environmentalandeconomicprogress.Theyalsoencourageandrewardenvironmentallyresponsiblebehavior

15、.Theyalsosupportemployeewell-beingandtakesomemeasurestomonitoremployeetoimprovetheefficiencysothattheycandeveloptheorganization.Samsungsresponsibilitytowardsshareholdersincludesensuringthelong-termviabilityofthecompanythroughtransparentcorporategovernanceandacultureofbusinessethics,supportedbySamsun

16、g'sStandardsandcodeofethics.4.3 Customercarestandard4.3.1 EnvironmentSamsungisresponsiblefortheenvironmentalprotection.Usingenvironmentalprotectionmaterialandpayattentiontorecycling.SamsungGroupworkingtoimprovethemateriallife,andrespondtocalloftheworld'semissions,theuseofgreenenergy.Samsungi

17、salsoawareoftheroletheycanplayinpromotingenvironmentalawarenessamongstakeholders.4.3.2 CustomerSamsungGroupiscommittedtotheinternationallineofelectronicproductsmanufacturing.SamsungGroupiscommittedtoimprovingpeople'smateriallife.SamsungGroupiscommittedtothecauseoftheworld'scommunications.4.3

18、.3 EmployeeSamsungtakesresponsibilityforemployeesSamsungstrivestobearesponsibleemployer,placingemployeesnumberoneSamsunghiresallpeopleSamsungpromotesemployeeparticipation,andsupportsemployeewell-being.4.3.4CommunitySamsungtakesresponsibilitytowardscommunity.Samsungstrivestoplayapositiveroleincommuni

19、ty,byhavingemployeesvolunteerSamsungiscommittedtocharitiesthatdonatemoneytohelppoorpeople.Samsungisalsocommittedtosharingourbusinessexpertisebyhelpingtobuildbetterunderstandingoftherisksfacedbypeopleandcommunity.4.3.5SupplierSamsungchoosessuppliersthataregoodforenvironment.4.4 TheresearchofSamsung&#

20、39;scustomerfeedbackToimproveefficiencyandattractmorecustomers,Samsunghavedonealotofsurveys,theycanmakethetargetthroughthesurvey.Themainreasonofbusinesssurveyisthattheycanimprovetheircustomerservicesothatthebusinesscangrowallovertheworld.Thisresearchincludestwodifferentaspects;settingorcreatinghypot

21、hesisandin-depthresearch.Theresearchsourcesfromasolidreputablesources.Samsungconstantlyconductsstudiestoimproveunderstandingcustomers'behaviorsandexpectations.Accordingtothequestionnaireweareabletounderstandtheproblemsaboutthecompany.Samsungcanunderstandtherequirementofthecustomersandimprovethec

22、ustomerservice.Butthequestionnaireincludeislimitedandsimple.5.0EvaluationSamsungusedifferentwaystounderstandwhatproblemexistincompanyandfindoutthesolutiontoimprovetheircustomercare.Thecompanyalwayssendoutmanagersandtechnicalstafftotraininginordertodevelopcustomercarestrategy.Samsungalwaysunderstandc

23、ustomersrends,andmeettheneedsofcustomers.6.0ConclusionSamsunghasanemphasisoncustomerservice,constantlyupholdingthevaluesofthecompany"sumanresourcesandcustomerservices.Accordingtothequestionnaireandtelephoneinterview,Samsungshouldupdateitscustomercarestrategy.Samsungsbusinessprincipleisrespectab

24、le.Samsungscustomercarestandardisregulated.Regulatedintheseaspects;environment,customer,employee,communityandsupplier.However,theystillsufferfrommanydifficultieswhichhaveroomforimprovement.7.0Recommendationa. Samsungcustomerserviceshouldincreasetheintensityofsmallandmediumcitiesandmakespecialstrateg

25、iesforthemtoachievevariouskindsofneedssothattheycanhaveabetterreputationathomeaswellasabroad.b. Samsungshoulddevelopaglobalstrategytoservecustomersaroundtheworld,providingcharacteristicserviceaccordingtothedifferentcustoms.c. Tocollectfeedbackfromcustomers,Samsungcanvisitcustomersin-person.Meanwhile

26、,sendingnewproductstolong-termcustomersorsomecooperatecompaniestotryit.ThesecustomerscangiveSamsungmoredetailedadvicethatcanhelpthecompanyimprovetheircustomerserviceandtechnology.d. Samsungcanincreasethewelfareofitsemployeestomotivateallofthestafftoworkhardandrewardtheemployeesforgoodwork.e. Domorea

27、dvertisementstopropagandizeSamsuriscustomercaresystem.Ithasasupervisoryfunction.ThecustomerscanprovideadviseforSamsungintime.8.0Reference"TheTop225InternationalContractors2013”.E.Retrieved2013-08-25."TheWorld'sBestAmusementParks".F.2002-03-21.Retrieved2010-09-11."CheilWorldwi

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