HND 大二第一学期创建客服文化的报告.doc

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1、ReportforCreatingaCultureofCustomerCare(DJ4234)Outcome3TOYOTAthecustomercarestrategyCandidatename:YeFengfengGradeandClass:3StudentID105143141:Submissionday:30December2010-24-TableofContentsI.Introduction2II.DevelopmentoftheTOYOTA'sCustomerCareStrategy22.1IntroductionofTOYOTA'

2、sCCS.22.2HowTOYOTAdesignandimplementitsCCS3III.EstablishmentoftheTOYOTA'sCustomerCarestandards4IV.TheresearchofTOYOTA'sQualitativeandQuantitativecustomerfeedback64.1Researchbackground.64.2ResearchMethodology64.3Datacollectingmethods.64.4Dataanalysis74.5Researchconclusion.7V.T

3、hecontinuousreviewandimprovementofTOYOTA'scustomercare8VI.ConclusionandSuggestion8VII.Reference9VIII.Appendix10FigureI.Sampleofquestionnaire10FigureII.Questionnaireoutcomes13FigureIII.Interviewoutcomes14FigureIV.Customerfeedbacks24-24-I.IntroductionThemainobjectiveofthisrepor

4、tistoanalyzeaworldfivehundredenterprisesofcustomerservice;thisreportisselectedastheanalyticalobjectToyota.TheanalyticaldepthreportwillToyota'scustomerservicestrategy,andToyota'scustomerservicephilosophy.II.DevelopmentoftheTOYOTO'sCustomerCareStrategy2.1IntroductionofTOYOTO'sC

5、CSToyotaiscommittedtotheconceptoftreatingcustomerswithcustomer-oriented,committedtoprovidingcustomerswiththeHeartanddistinguishedproductsandservices.Toyotaisthecharterthereisagoaltoexceedcustomerexpectations.Toyota'scustomerservicehasalwaysbeenrequiredtodomaintenancequalityis

6、thecustomer'sbasicneeds,animportantfactorincustomersatisfaction,aperfectrepairofthehighstandards,canreflecttheToyotasuperbtechnicalabilityandefficientquality.Atthesametimecustomerswillfeelthereliableandsatisfactoryservice.Tokeepcustomersinthemaintenanceoflongwaittimes,eachcus

7、tomerhasaguidemembertoguidecustomers.Therefore,theimplementationofthereceptionistToyotaoneononecustomerservice.Whenthecarinthemaintenanceoftime,eachcustomerinthecustomerloungetorest,thecustomerloungeallowscustomerspeaceofmindandcomfortthroughthemaintenancetime,andduringmainte

8、nancecustomerscanobservefromthecustomerserviceroomoftheirowncarMaint