hnd大二客户服务文化构建报告(本人已过)

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1、ReportforCreatingaCultureofCustomerCare(DJ4234)Outcome3SonythecustomercarestrategyCandidatename:GradeandClass:StudentID:Submissionday:TableofcontentLIntroduction3ILDevelopmentoftheSony，sCustomerCareStrategy32.1IntroductionofSony，sCCS32.1HowSonydesignandimplementitsCCS4HieEstablishmentoftheSony，sCust

2、omerCarestandards43.1TheprocessofdesigningcustomercarestandardinSony43.2ExamplesofcustomercareservicestandardinSony5IV

3、n7VII・Reference8VIII.Appendix9FigureLSampleofquestionnaire9FigureILQuestionnaireoutcomes10FigureIILInterviewoutcomes12FigureIV.Customerfeedbacks12LIntroductionThemainobjectiveofthisreportistoanalyzetheSonycustomercarestrategy.MakeasurveyaboutSonythecustomercarestrategybyinterviewsandobservation.Anda

4、nalyzethestatisticalresulttoknowwhatacustomercarestrategythatSonyhascreated.AnalysisofthisreportisincludingcreatingCustomerCareStrategy,evaluationofcustomercareandperformanceofcustomercare.ILDevelopmentoftheSony，sCustomerCareStrategy1.1IntroductionofSonyasCCSCustomercarestrategyofSonyissupplyareassu

5、ringandmoreconvenientserviceforcustome匚Explainindetail,thecoreofreassuringisbuildingthecustomerconfidencethroughtheircommitmenttoservice.ClientCenteredServiceGrouphasbeenworkingthroughitsowncontinuousimprovementtoprovidecustomerwithbetterservice.Specificallytosay,basedoncustomer'sfeedback,aimatsomei

6、ssueswhichiscustomermostcareabout,suchasthepriceofserviceorserviceattitudeandsoon.Sonyhasmadea“R14”principle,fastrepairserviceandFormulateareasonablepriceandtobeexpressedintheservicearea，“R14"principlerequirethemaintenancestaffinSonymustensuretherateofprojectwhichhasbeenrequiredandnotbeenrepairedyet

7、morethan14days.In2007,themeasuretodeepenthereassuringservicewasfocusonimprovingserviceattitude;providedoor-to-doorinstallationserviceofflat-paneltelevisionandothervalue-addedservices.Relativelyspeakin