HND customer care 报告.docx

HND customer care 报告.docx

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HNDcustomercare报告

ThecustomercareofHSN

Contents

1.Introduction

1.1IntroductionofHSN

1.2Thestructureofthereport

2.DescribetheHSN’sCustomerCareStrategy

Themeaningofcustomercarestrategy

ThecustomercarestrategyofHSN

ThedevelopmentofcustomercarestrategyinHSN

3.Thestandardsofcustomercare

Themacrocustomercarestandards

ThecustomercarestandardsofHSN.

ThedevelopmentandimprovementinHSN

4．Obtainingandmonitoringqualitativeandquantitativecustomerfeedback

Definitionandthemainfuturesofthequalitativeaspects

Thedifferentbetweenqualitativeandquantitative

ThemethodsgatheringandanglicizinginHSN

5．TheCustomerCareReviewandImprovements

TheCustomercarereview

Thecustomercareimprovement

6.Conclusion

7.References

1Introduction

ofHSN

HSN,Inc.（NASDAQ:

HSNI）isa$billioninteractivemulti-channelretailerwithstrongdirect-to-consumerexpertiseamongitstwooperatingsegments,HSNandCornerstoneBrands.HSNioffersinnovative,differentiatedretailexperiencesonTV,online,incatalogs,andinbrickandmortarstores.Inadditiontoitsexistingmediaplatforms,HSNistheindustryleaderintechnologicalinnovationincludingservicessuchasShopbyRemote,theonlyserviceofitskindintheUS,andVideoonDemand.CornerstoneBrandscomprisesleadinghomeandapparellifestylebrandsincludingBallardDesign,Frontgate,GarnetHill,GrandinRoad,Improvements,Smith+Noble,TheTerritoryAhead,andTravelsmith.CornerstoneBrandsdistributes324millioncatalogsannually,operateseightseparatee-commercesites,andruns25retailstores.

Thestructureofthereport

ThesereportsintroducethedetailsinformationabouttheplanningofacustomercarestrategyinHSN.Settingstandardsforcustomercare,obtainingandmonitoringqualitativeandquantitativecustomerfeedbackandthecontinuousreviewandimprovementofcustomercare.Thecustomercareserviceisgood,butitalsohadsomeadvantagestoimprove,sothatthecustomercareservicecandobetterandbetterinthefuture.Inthisreport，willhaveacompletedimprovementandideasbymyself。

2DescribetheHSN’sCustomerCareStrategy

Themeaningofcustomercarestrategy

Customercarestrategywillrequiredtobedevelopedbylevelofmanagementwhichhasresistibilityforthestrategicoverviewofbusiness，normally，theyshouldbelookingatwheretheyshouldbelookingatwheretheywantthecustomercareoftheorganizationtobeinfivetofifteenyearstime.

ThecustomercarestrategyofHSN

ThereisnoplacelikeHSN，everyfamilypurchaseourproductquicklyandconveniently,beyondyourimagination。

HSNmustmakeallfamilieshaveunexpectedhighqualitycustomerservice.Aslongascustomershaveanydoubt，wewillofferscomprehensiveanalysisandsolvingmethods

ThedevelopmentofcustomercarestrategyinHSN

Duringbusinessesintheseyears,theorganizationhasfoundthatwiththeonlineshoppingindustryexperiencesuchaspeedydevelopment,therecomesupaseriouslyshortcoming,fromthebirthofthehomeshoppingnetwork,network’stargetisprofit,andtheyregardlessanythingelse.Thecustomerserviceinotherindustryseemscan’tfindintheonlineshoppingindustry.Andthereexistedsomebigproblemsamongtheconsumptionontheareaofhomeshoppingonline,includingtheirrationalitemoccurredintheformatcontract,consumer’sprivatebeingdivulge,andthesubscriptionoftheproductsandtheasymmetryofinformation.

Asaresult,itisnecessaryforthecompanytotaketheconsciousnessofcustomercaretomanagethehomeshoppingindustry.What'smore,goodcustomercarestrategymaybearoadmaptobetterbusiness.

a'customer'usuallyregardas’apersonwhobuysgoodsorservicesfromashoporbusiness’or’apersononehastodealwith’.HSN’smainlycustomersarefocusedontheirinternalcustomersandexternalcustomers’.Theirstrategyisdesignedtoensurethattheywillprovideexcellenceincustomercare,whichisathemethatrunsthrougheverythingtheydo.OnlywiththesecanHSNkeepthehighstatusinhomeshoppingnetworkindustryforalongtime.

3Thestandardsofcustomercare

Themacrocustomercarestandards

Opinionthatwillbuildsafereliable,efficientandconvenientshoppingnetworkplatform,encouragethethirdofsmallandmedium-sizedenterprisesandindividualsusingplatformtoexpandthemarket,entrepreneurs,Widennetworkshoppinggoodsandservices,expandthenetworkshoppingchanneltypes,meetdifferentdemand,Encourageenterprisestofacetheinternationalmarketonlinesalesandpurchase,exploreinternationalmarkets,Encourageenterprisestostoresalessupportnetworkmarketing,networkmarketingdrivesalesoutlets,Encourageenterprisestohouseholdappliancesintheoldcountry,suchasbusinessoutletsinnew,activelydeveloptheruralconsumer'snetworkmarketing,etc.

Atthesametime,inprotectingthelawfulrightsandinterestsofconsumers,opinions,guidethehealthydevelopmentofthirdpartywebtradingplatform,theimplementationofnetworkmanagement（services）commoditiescommerceregistrationsystemrequirements,theenterprisesengagedinbusinessactivitiesusingnetworkplatformofpersonalbeingregistered,qualifiedindividualstonetworkmarketingindustrygraduallyimplementregistrationsystem.

ThemicrocustomercarestandardsofHSN.

ThestrategythatHSNhassetouttoachievein2003isstillinplacetoensureHSNwasacustomerfocusedorganization.Itiscurrentlyreviewingandupdatingthistoensureitmeetstheneedsofourcustomersandcontinuestosupportthedeliveryoftheirkeystrategicobjective:

Basedonthecustomercarestrategystandards,HSNhasestablishedstandardofthemannerterminologyandsolveproblemcompletelyprocess,soastogivethebestexperiencetothoseconsumers.ThefollowingrequirementtotheHSNCustomerCareStandardsshouldbefallintotwocategories:

1.Becontactateveryminute,toensurethatthestafflistentotheircustomeranddeliverresponsive,highquality,valueformoney,customer-focusedservices.Theworkersbepoliteandcourteous;theymustguaranteeconfidentialityandequalityanddotheirbesttoprovideinformationoradvice.

2.Daytodaycommunicationsuchastheimageprojectedoverthetelephoneorinletters,howthefirmspeaktotheircustomersiscriticaltothewayinwhichtheCouncilisperceivedandwilleffectthevalueplacedonourservices.Abouttelephonerelation,thestaffmustkeeplimitedtimeswhichanswerthetelephonecallwithinfourringstogiveacompleteinformationtotheconsumers.besides;aspeciallistincludingthecustomer'sinquiryshouldbemadeintheirprogress.Whileonthewrittencontact（includingemails）theymustreplytothee-mailswithintwoworkingdays,andtheletterswithinfour;seethecustomerwithin10minutesoftheirarrivalwhentheyvisitthecompany,andgivethemanappointmentsothattheycanvisitthemanagerandthemanagercanvisitthem.

HowtosetthestandardsinHSN

Agoodcorporationshouldrecognizethewayinwhichanorganizationtreatsitsemployees,customers,suppliersandfinanceproviders,protectstheenvironmentandmakesacommitmenttothecommunity.Companiesshouldcomplywiththestandardsofproductsorservicesthatarerequiredbycustomerorofficialinstitutions.Thekeyaspectsofthestandardsinthecompany’scustomercarearemainlyfocusedonthefollowingfactors:

1.Managementresponsibility:

themanagementshouldprovidegradeofservicetothecustomers.Besides,serviceorganizationsimageandreputationforqualityshouldbeensuredandobjectivesforservicequality,aswell.Inaddition,themanagementplaysanimportantroleofthecompanypersonnelresponsibleforimplementingthepolicy.

2.Interfacewithcustomer:

thefirmsneedcustomercarestandardnotonlytoregulateactionsofcustomercareandkeepcompetitivenessofcustomercare,buttomaintaincustomerloyaltyandlowercostofcustomercare.Therewouldbenefittheleader’sworkofflesserrorsandre-workandimprovecustomersatisfactionloyaltymoraleandmotivation.What’smore,bringanadvancedcompetitiveenvironmentsothatIncreaseprofitabilityandenhancethestatus.

Thecompanyalsoneedstohavetherightstandards,traininganddevelopmentandcustomerfeedbacktofocusonprovidingexcellentstandardsofCustomerCareinanenvironmentofcontinuousimprovement.

TheCustomerServiceCentrewhichthecompanybuildaimstogivegreateraccesstocouncilservicesandispartofabiggerprojecttoprovideservicesthatareresponsive,highquality,providevalueformoneyandinawaythatissuitedtoourcustomers.TheCustomerServiceCentreincludestheprovisionofcomputerstousetheinternettoaccesstheinformationandservicesyouneed.

OverthenextyearHSNwillbereviewingallkeyservicestoenablemoreenquirestobehandledbythecustomerserviceteamratherthanindividualservices.HSNwillalsoreducethenumberofe-mailaddressesandtelephonenumberneededtoaccessthecustomerservices.Forexample:

Accessibility-makingthewebsitemoreaccessibletocustomersandinformationregardingtranslationandtranscription

Comments,ComplimentsandComplaints-commentontheservicesweprovide

CustomerCareStandards-furtherinformationonhowthefirmaimtodeliverhighqualityservicestoourcustomers

CustomerCareStrategy-ensuringtheorganizationprovideexcellenceincustomercare

4Themethodsofgatheringandanalyzingcustomerinformation

Definitionandthemainfuturesofthequalitativeandquantitativeaspects

Alistofthemethodstoobtainbothqualitativeandquan