《hnd-客服报告正文》由会员分享，可在线阅读，更多相关《hnd-客服报告正文（17页珍藏版）》请在金锄头文库上搜索。
1、Creating a Culture of Customer CareH1F0 34Candidate Name:Grade and Class: 在能力与知识结构方面，要求学生应具有扎实的专业和日语语言基础，熟练掌握日语听、说、读、写、译的基本技能；了解日本社会及日本文化等方面的基本知识，熟悉日本国情，具有一定的日本人文知识及运用这些知识与日本人进行交流的能力。Content1.0 Introduction22.0 Expectation of internal and external customer22.1 Internal Customers22.2 External custome
2、r33.0Establishment and maintenance of customer relationship43.1 What is the customer relationship management43.2 The benefits of CRM43.3 How to establish CRM44.0 The way of organizing customer care training55.0The qualitative and quantitative customer feedback65.1 Quantitative research:65.2 Qualitat
3、ive research:96.0 The key factors of after care107.0Introduction and evaluation of customer care strategy108.0Customer satisfaction and loyalty129.0Introduction and evaluation of customer care standard1210.0 Suggestion on continuous improvement14References:151.0 IntroductionPfizer incorporated is an
4、 American multinational pharmaceutical corporation headquartered in New York City, and with its research headquarters in Groton, Connecticut, United States. It is one of the worlds largest pharmaceutical companies.This report is research the customer care of Pfizer incorporated. This report will res
5、earch expectation of internal and external customer, Customer cultivate, Definition of customer relationship, The way of organizing customer care training, The qualitative and quantitative customer feedback, The key factors of after care, Introduction and evaluation of customer care strategy, Custom
6、er satisfaction and loyalty, Introduction and evaluation of customer care standard. Finally, put forward a reasonable proposal for the companys customer service.2.0 Expectation of internal and external customer2.1 Internal CustomersInternal customers are within the enterprise individuals and departm
7、ents that to accept the services of other individuals or units of the enterprise. All employees of the company can be internal customers Internal CustomersIntroductionPackage Artwork SpecialistThe Package Artwork Project Specialist will be responsible for implementing product artwork renewal, design
8、 and coordinating approval cycle for China in-line and new products.Staffs are companys interior customer. Pfizers staffs need company improve them wages and need company think highly of them and they need promotion in this company. They also need improve them life level.2.2 External customerExterna
9、l customers are outside the enterprise individuals or institutions that buy the products or services provided. For example:Retailers: a merchant who sells goods at retailFinal customer: someone who pays for goods or services. Retailer and final customer is Pfizer companys external customers. Pfizer
10、companys customer need the company can provide more information about drug and customer need the company can ensure the product has good quality and customer need company provide give after-sales service.3.0Establishment and maintenance of customer relationship3.1 What is the customer relationship m
11、anagementCustomer relationship management (CRM) is a widely implemented model for managing a companys interactions with customers and prospects. The overall goals are to find, attract, and win new clients, service and retain those the company already has, entice former clients to return, and reduce
12、the costs of marketing and client service. Customer relationship management describes a company-wide business strategy 3.2 The benefits of CRMAccording to the theory, the four benefits of customer relationship management is continued growth in revenue, the more affordable cost of sales, sales domino
13、 effect, and to increase the stability of the staff.3.3 How to establish CRM Customer Profile : Collect the Customer Profile, including demographic information, consumer psychology, consumer demand and consumption behavior patterns, transaction records, credit and so on ，to fully understand the Cust
14、omer Profile.Customer Segmentation: Establish Customer Segmentation, according to Customer desire and demand for products and services, is divided into different Customer groups, then according to the customers groups to provide products and services.Customer Satisfaction: Provide more than customer
15、 expectations of products and services.4.0 The way of organizing customer care trainingThere are 4 steps in customer care training, which is training needs analysis, training design, training delivery and training evaluation.(Roger,A_2002) For example about Pfizer company, they make a questionnaire
16、about what do the employees need. And ask staffs some questions about customer care training face to face. Pfizer company leaders use this way to design training and analysis training needs. The companys uses an office as training place and make a training schedule for staffs, and stipulate staffs must join in the training course. Aft
