伊利客户服务分析.doc

Customer care of Yili Background Inner Mongolia Yili Industrial Group Co., Ltd. is a dairy enterprise with spirit of innovation and social responsibility. It is the only one of Chinese enterprises which supplies dairy products for the Olympics. Yili Group was founded in 1993. Under Yili Group there are five divisions：liquid milk, ice cream, milk powder, yoghurt and raw milk. More than 1,000 series of Yili brand products, such as: Popsicle, ice cream, milk powder, milked tea powder; asepsis milk, yoghurt, and cheese are made by 130 affiliated enterprises of Yili Group. In course of the 15 years’ development, Yili has always been devoting toproducing 100% safe and 100% healthy dairy products, and spreading concept of nutrition and health for Chinese. Meanwhile, Yili has been serving for the consumers’ health and happy life according to the highest worldwide production standards. As the leading enterprise of dairy industry, Yili takes developing Chinas dairy industry as its mission. After taking the lead completion of the industrial upgrade, Yili began to devote to promoting China’s dairy industry development transfer from “quicker and better” to “better and quicker”. Strategy of Yili Modes for comprehensive services: Every section offers service, each link is related with the service chain and all the staff are servers. “Four dimensions” in service: service for consumers, for partners, for society and for internal clients. “Five internality” standards in Yili service: 1% of customers are dissatisfied means that 100% of the service is not satisfying. They shall ensure meticulous service through out the whole service chain; and emphasize on every problem and each detail. Sincere—offering services with heart and soul; Considerate—resolving problems from customers’ perspectives; touching their mind with considerate services; Scrupulous—offering meticulous services, never missing one problem or detail;? Patient—offering patient services forever, the harshest customers