Creating a Culture of Customer Care HND客服案例分析.ppt

Creating a Culture of Customer Care
Final & case study
Haier Case
Obtaining customer information on customer care
Quantitative Aspects:
data statistics
Surveys and questionnaires (face to face, telephone surveys )
Index to assess staff's performance
Website Feedback
Obtaining customer information on customer care
Qualitative Aspects:
customer comment cards and 1,860 hot lines
systematic and co-coordinated approach to measuring and managing customer feedback
Establish employee opinion system
comparing against a standard judged the employee performance
Development of Customer Care Strategy
the concept of “customers as the foundation of growth”
provides a one-stop star service to its customers.
for customer satisfaction and overall satisfaction.
Service Policy
Quality is the essence of a product, so as reputation to a business
Build good impression
Customer is always right
Build good reputation
A complaint lodged by customer
Customer Care Standards and customer strategy
customer are entitled to a courteous, friendly and helpful service at all times
All customers will be treated equally, and without discrimination
Each person will be treated with respect as an individual
dealings with the public will be conducted honestly and fairly.
Staff will endeavor to listen and find out what people want and be sensitive to their needs. 
competent and efficient and act as speedily as we can when dealing with you.
Aim to:
Be polite, and treat customer with courtesy, fairness, honesty and respect.
Make sure that services are accessible to everyone.
Explain our decisions and the reasons for them.
Provide an interpreter for face to face or telephone interviews
Subscribe to the service.
Suggestions of improvement
contact Haire by telephone
contact us by letter, e-mail, text phone (minicom) or fax
Comments, compliments or complaints
customer contact Haire by telephone
Staff will aim to answer 80% of calls within 20 seconds, and if cu