商务沟通与技巧outcome2.docx

商务沟通与技巧outcome2.docx

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商务沟通与技巧outcome2

Reporton

CustomerCareStrategyinSamsung

Preparedfor:

Eaco

Candidatename:

PengZiwei

GradeandClass:

InternationalbusinessClass6

StudentNumber:

20125644

TableofContents

1.0Summary.....................................................................................32.0Introduction................................................................................3

3.0Procedures...................................................................................3

4.0Findings.......................................................................................4

4.1Customercarestrategy.............................................................44.1.1IntroductionofSamsung

4.1.2Samsung’sBusinessPrinciple

4.1.3IntroductionofSamsung’scustomercarestrategy

4.2Customercaresystems..............................................................44.3Customercarestandard............................................................64.3.1Environment4.3.2Customer4.3.3Employee4.3.4Community4.3.5Supplier4.4TheresearchofSamsung'scustomerfeedback.........................75.0Evaluation........................................................................................76.0Conclusion........................................................................................8

7.0Recommendation.............................................................................8

8.0Reference..........................................................................................9

9.0Appendices.......................................................................................10

1.0Summary

SamsungGroupisaSouthKoreanmultinationalconglomeratecompanyheadquarteredinSamsungTown,Seoul.Itcomprisesnumeroussubsidiariesandaffiliatedbusinesses,mostofthemunitedundertheSamsungbrand,andisthelargestSouthKoreanchaebol.Recently,itsGalaxyS4andNoteIIIbecomepopularwithsomanyyoungpeople.Butmostofitselectricproductshaveproblemseasily.ThecustomersarecuriousaboutSamsungasaworldwidecompanyhowtosolvecustomerservices.Andwhatthecustomercarestrategyis.

2.0Introduction

This report,mainlytalksaboutthestrategyofSamsung’scustomercare.First,theintroductionofSamsung’scustomercarewithitsformationisinvolvedinthesecondsection.Second,itgivesaspecificlistofcustomercarestandard,includingenvironment,customer,employee,communityandsupplier.ThenitchieflyreferstotheSamsung'scustomerfeedback.Methodsofquestionnaireandtelephoneinterviewareusedinthecustomerfeedback.Aftertalkingaboutthecustomerfeedback,itanalysesaboutfeedbackandhavemadeaconclusion.Atlast,anevaluationofSamsungElectronicsisgivenbyauthor.SomerecommendationsarealsogiventoimproveSamsung’scustomercare.

3.0Procedures

TofinishthereportmainlythoughbrowsingthewebsiteandreadsomebooksaboutSamsungtosearchmanyusefulinformation.Togatherrequiredmoredetailedinformationtoproducethisreportextensiveusewasmadeofthequestionnaire,thiswasthemosteffectivewayofobtainingdata.

4.0Findings

4.1Customercarestrategy

4.1.1IntroductionofSamsung

SamsungwasfoundedbyLeeByung-chulin1938asatradingcompany.Overthenextthreedecadesthegroupdiversifiedintoareasincludingfoodprocessing,textiles,insurance,securitiesandretail.Sincethe1990sSamsunghasincreasinglyglobalizeditsactivities,andelectronics,particularlymobilephonesandsemiconductors,havebecomeitsmostimportantsourceofincome.

4.1.2Samsung’sBusinessPrinciple

Samsung’sManagementPhilosophyisto“devotetoourhumanresourcesandtechnologytocreatesuperiorproductsandservices,therebycontributingtoabetterglobalsociety.”

4.1.3IntroductionofSamsung’scustomercarestrategy

Samsungsinceitsestablishment,haswholeheartedlycommittedtothecustomerservicework"toprovidecustomerswithhighqualityandperfectservice.""Nocomplaintsofserviceisthegreatestbenefitofourbusiness."Incompany,everydepartmentwilltrytheirbesttodo"customersatisfaction".Everyyear,thecompanyalwayssendthemanagersandtechnicalstaffonmissiontoKoreanSamsungHeadquartertostudyandtraining.Samsunginordertoensuregloballeadershipandunity,andeverycompanycangivetheperfectcustomercare.

4.2CustomerCareSystems

SamsungsetupaspecificcustomercaredepartmentinordertobuildCustomerCareSystembetter.Samsungregularlyconductsstudiestobetterunderstandcustomers’behaviorsandexpectations.“People-oriented”istheoverallconceptofSamsunginsurance,thecompanymakeseverySamsungcustomers,salesstaffandworkersbefullyembodiedvalues.

Notasinglecompanycanguaranteethateveryproductsareperfect.IfacustomerbuySamsungproductsneedafter-salesservice,theirpowerfulCustomerCareSystemswillpresentimmediatelytoyou.Thecustomeroftenhearthecountersaid"Theproductisbroken,pleasefindthefactory."Somecompanychoosetoshirktheresponsibility.However,Samsungwillfirsttimeputforwardthat"whereistherightplaceshouldhelpcustomerstosolvetheproblems",anewmodeofafter-saleservice.

●Getthesupportofdealers

Inordertocoordinatethismeasure,Samsungshouldtogetthesupportofdealers.Soalmosteveryweektheyalwaystosearchthekeydealer,andgivesupporttosolveproblemstogether.Theirafter-salesservicestationspreadalloverthecountry.

●Setoperationalprioritiesorcatalysts

Inordertoachieveleadershipambition,theSamsungGrouphasestablisheditsstrategyaroundabusinessmodelandasetofclearlydefinedoperationalpriorities.Samsunghassetfiveoperationalprioritiesorcatalystsforchange:

productinnovation,corebusinessexpertise,distributionmanagement,qualityofservice,productivity.

●Responsiblebehaviour

Itisthroughadoptingaresponsiblebehaviour,aswellasthroughsustainableadded-valueproductsandservices,thattheGroupisabletomosteffectivelyparticipateinsocial,environmentalandeconomicprogress.Samsung'sresponsibilitytowardsshareholdersincludesensuringthelong-termviabilityofthecompanythroughsoundandtransparentcorporategovernanceandacultureofbusinessethics,supportedbySamsung'sStandardsandcodeofethics.Theyalsoencourageandrewardenvironmentallyresponsiblebehaviour.Theyalsosupportemployeewell-beingandtakesomemeasurestomonitoremployeetoimprovetheefficiencysothattheycandeveloptheorganization.

4.3Customercarestandard

4.3.1Environment

Samsungisresponsiblefortheenvironmentalprotection.Usingenvironmentalprotectionmaterialandpayattentiontorecycling.

SamsungGroupworkingtoimprovethemateriallife,andrespondtocalloftheworld'semissions,theuseofgreenenergy.

Samsungcommitstosupportthefightagainstclimatechangeandotherenvironmentalprotectionefforts.

Samsungisalsoawareoftheroletheycanplayinpromotingenvironmentalawarenessamongourstakeholders.

4.3.2Customer

SamsungGroupiscommittedtotheinternationallineofelectronicproductsmanufacturing.

SamsungGroupiscommittedtoimprovingpeople'smateriallife.

SamsungGroupiscommittedtothecauseoftheworld'scommunications.

4.3.3Employee

Samsungtakesresponsibilityinemployee’sworkplace，providingacomfortableandsecuresituation.

Samsungstrivestobearesponsibleemployer,placingemployeeengagementattheheartofitsbusinessstrategy. 

Samsungfostersdiversityandequalopportunitiesforall.

Samsungpromotesemployeeparticipation,encouragesprofessionaldevelopment,andsupportsemployeewell-being.

4.3.4Community

Samsungtakesresponsibilitytowardscivilsociety.

Samsungstrivestoplayapositiveroleinsociety,bybuildingaculturethatpromotesemployeevolunteering.

Samsungiscommittedtocharitiesthatdonatemoneytohelppoorpeople.

Samsungisalsocommittedtosharingourbusinessexpertisebyhelpingtobuildbetterunderstandingoftherisksfacedbyindividualsandsocietyatlarge.

4.3.5Supplier

Samsungintegratessocialandenvironmentalcriteriaintheselectionandmanagementofoursuppliers.

4.4TheresearchofSamsung'scustomerfeedback

Toimproveefficiencyandattractmorecustomers,Samsunghavedonealotofsurveys,theycanmakethetargetthroughthesurvey.Themainreasonofbusinesssurveyisthattheycanimprovetheircustomerservicesothatthebusinesscanbeexpandedallovertheworldbymoreeyesightfromcustomerstomakemoreprofit.

Therearetwoacademicfunctionsoftheresearch:

settingorcreatinghypothesisandin-depthresearch.Theresearchsourcesfromasolidacademictraditionthatplacesacceptedtrustinnumbersthatrepresentopinionsorconcepts.

Samsungregularlyconductsstudiestobetterunderstandcustomers'behaviorsandexpectations.Theyaccordingtothequestionnairetoknowtheproblemsaboutthecompany,whichwillbetterunderstandtherequirementofthecustomersandimprovethecustomerservice.Butthequestionnaireincludeislimitedandsimple.Ittakesalongtimetocollectquestionnaires.Sosomewillusetelephoneinterviewingsurvey,itlikehasaface-to-facetimetochatandfindoutsomedeepproblemstheyshouldmakebetter.

5.0Evaluation

Samsungtrytheirbesttousesdifferentwaystoknowwhatproblemexistincompanyandfindoutthesolutiontoimprovetheircustomercare.Thecompanyalwaysadheretosendoutmanagersandtechnicalstafftotrainingfromweekstomonthswhichisthebestwaytodevelopcustomercarestrategy.Samsungalwaysunderstandcustomers’trends,andmeettheneedsofcustomers.What’smore,theywouldhelpthemt