HND-客服报告正文.docx

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1、CreatingaCultureofCustomerCareH1F034CandidateName:GradeandClass:Content1.0Introduction22.0Expectationofinternalandexternalcustomer22.1InternalCustomers22.2Externalcustomer33.0Establishmentandmaintenanceofcustomerrelationship43.1Whatisthecustomerrelationshipmanagement43.2Thebenefits

2、ofCRM43.3HowtoestablishCRM44.0Thewayoforganizingcustomercaretraining55.0Thequalitativeandquantitativecustomerfeedback65.1Quantitativeresearch:65.2Qualitativeresearch:96.0Thekeyfactorsofaftercare107.0Introductionandevaluationofcustomercarestrategy108.0Customersatisfactionandloyalty1

3、29.0Introductionandevaluationofcustomercarestandard1210.0Suggestiononcontinuousimprovement14References:151.0IntroductionPfizerincorporatedisanAmericanmultinationalpharmaceuticalcorporationheadquarteredinNewYorkCity,andwithitsresearchheadquartersinGroton,Connecticut,UnitedStates.Iti

4、soneoftheworld'slargestpharmaceuticalcompanies.ThisreportisresearchthecustomercareofPfizerincorporated.Thisreportwillresearchexpectationofinternalandexternalcustomer,Customercultivate,Definitionofcustomerrelationship,Thewayoforganizingcustomercaretraining,Thequalitativeandquantitat

5、ivecustomerfeedback,Thekeyfactorsofaftercare,Introductionandevaluationofcustomercarestrategy,Customersatisfactionandloyalty,Introductionandevaluationofcustomercarestandard.Finally,putforwardareasonableproposalforthecompany'scustomerservice.2.0Expectationofinternalandexternalcustome

6、r2.1InternalCustomersInternalcustomersarewithintheenterpriseindividualsanddepartmentsthattoaccepttheservicesofotherindividualsorunitsoftheenterprise.AllemployeesofthecompanycanbeinternalcustomersInternalCustomersIntroductionPackageArtworkSpecialistThePackageArtworkProjectSpecialist

7、willberesponsibleforimplementingproductartworkrenewal,designandcoordinatingapprovalcycleforChinain-lineandnewproducts.Staffsarecompany’sinteriorcustomer.Pfizer’sstaffsneedcompanyimprovethemwagesandneedcompanythinkhighlyofthemandtheyneedpromotioninthiscompany.Theyalsoneedimprovethem

8、lifelevel.2.2Externalcusto