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1、- -Report on Customer Care Strategy in Samsung Prepared for:EacoCandidate name: Peng ZiweiGrade and Class: International business Class 6Student Number: 20125644Table of Contents1.0 Summary. 3 2.0 Introduction. 33.0 Procedures. 34.0 Findings. 4 4.1 Customer care strategy. 4 4.1.1 Introduction of Sam
2、sung 4.1.2Samsungs Business Principle 4.1.3 Introduction of Samsungs customer care strategy 4.2 Customer care systems. 44.3 Customer care standard. 6 4.3.1Environment 4.3.2Customer 4.3.3Employee 4.3.4munity 4.3.5Supplier 4.4 The research of Samsung s customer feedback.7 5.0 Evaluation.7 6.0 Conclusi
3、on.87.0 Remendation.88.0 Reference.99.0 Appendices.101.0 SummarySamsung Group is a South Korean multinational conglomerate pany headquartered in Samsung Town, Seoul. It prises numerous subsidiaries and affiliated businesses, most of them united under the Samsung brand, and is the largest South Korea
4、n chaebol.Recently, its Galaxy S4 and Note III bee popular with so many young people. But most of its electric products have problems easily.The customers are curious about Samsung as a worldwide pany how to solve customer services.And what the customer care strategy is.2.0 IntroductionThisreport, m
5、ainly talks about the strategy of Samsungs customer care. First, the introduction of Samsungs customer care with its formation is involved in the second section. Second, it gives a specific list of customer care standard, including environment, customer, employee, munity and supplier. Then it chiefl
6、y refers to the Samsungs customer feedback. Methods of questionnaire and telephone interview are used in the customer feedback. After talking about the customer feedback, it analyses about feedback and have made a conclusion. At last, an evaluation of SamsungElectronics is given by author. Some reme
7、ndations are also given to improve Samsungs customer care. 3.0 ProceduresTo finish the report mainly though browsing the website and read some books about Samsung to search many useful information.To gather required more detailed information to produce this report extensive use was made of the quest
8、ionnaire, this was the most effective way of obtaining data. 4.0 Findings4.1 Customer care strategy4.1.1 Introduction of SamsungSamsung was founded by Lee Byung-chul in 1938 as a trading pany. Over the next three decades the group diversified into areas including food processing, textiles, insurance
9、, securities and retail.Since the 1990s Samsung has increasingly globalized its activities, and electronics, particularly mobile phones and semiconductors, have bee its most important source of ine.4.1.2 Samsungs Business PrincipleSamsungs Management Philosophy is to “devote to our human resources a
10、nd technology to create superior products and services,thereby contributing to a better global society.4.1.3 Introduction of Samsungs customer care strategySamsung since its establishment, has wholeheartedly mitted to the customer service work to provide customers with high quality and perfect servi
11、ce. No plaints of service is the greatest benefit of our business. In pany, every department will try their best to do customer satisfaction. Every year, the pany always send the managers and technical staff on mission to Korean Samsung Headquarter to study and training. Samsung in order to ensure global leadership and unity, and every pany can give the perfect customer care.4.2 Customer Care SystemsSamsung set up a specific customer care department in order to build
