HND客户服务报告.doc

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1、.CreatingacultureofcustomercareH1F034Outcome1--2AgriculturalBank..I.IntroductionII.InternalandexternalcustomerneedsInternalcustomerExternalcustomerIII.CustomerrelationshipbuildingIV.CustomerservicestrainingVI.ThekeyfactorsofaftercareVII.Introductionandevaluat

2、ionofcustomercarestrategy1.Knowledgeoftheproductandcustomer’scharacteristics2.Contacttheserviceproductandcustomer:3.Withtheproductupdateservice:VIII.CustomersatisfactionandloyaltyIX.IntroductionandevaluationofcustomercarestandardX.ProposeAppendix:..Appendix(1

3、)Appendix(2)Appendix(3)Appendix(4)Appendix(5)Ⅰ、IntroductionAgriculturalBankofChinaisthestate'sfivemajorbanks,2009implementationofstocksystemreform,Tobecomethefivelargestbankinthelastlistedbanks.ThisarticleaimstoanalyzetheAgriculturalBankofChinaCustomerService

4、.Theanalysisincludes:customerrelationshipbuilding,customerservicetraining,customerfeedbackqualitativeandquantitativeanalysis,introductionandevaluationofinternalandexternalcustomerneeds,after-salesservice,customerservicestrategy,customersatisfactionandloyalty,

5、andcustomerservicestandardsIntroductionandevaluation.Finally,bytheabove,thecompany'scustomerservicerationalizationproposals.Threesuggestionwillbeshownintheconclusion.Ⅱ、InternalandexternalcustomerneedsInternalcustomer:Itreferstointernalacceptanceoftheenterpris

6、esof..otherindividualsorunitsofservicestoindividualsanddepartments.InternalstaffoftheAgriculturalBankofChinaBankofAgriculturalBankofChina'sinternalcustomers,theycanenjoytheinternalbusinessandpromotions,AgriculturalbankofChinaarrangementsforstaffwelfarepolicy.

7、(SeeAppendixone)Externalcustomer:Itreferstothepurchaseoftheproductsorservicesprovidedintheenterpriseexternaltotheindividualorinstitution.AgriculturalBankofChina'sexternalcustomersisusuallytoABCforavarietyofbusinesscustomers,theyenjoythetreatmentandservicesare

8、thesame.(SeeAppendixtwo)InternalCustomerNeed:Reward：AgriculturalbankofChinasalarylevelisbasedontheperformanceoftheemployeeperformancetodetermine,atthesametimeaccordingtodifferentcompanyst