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

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2018-05-02 发布于贵州
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Creating a Culture of Customer Care HND客服案例分析.ppt

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

Creating a Culture of Customer Care;Haier Case;Obtaining customer information on customer care;Obtaining customer information on customer care;Development of Customer Care Strategy;Service Policy ;Customer Care Standards and customer strategy;Aim to: ;Suggestions of improvement ;customer contact Haire by telephone ;contact us by letter, e-mail, text phone (minicom) or fax ;Comments, compliments or complaints ;Designing and developing a customer care strategy;Customer Care Standards ;Support Material;Customer needs;Customer needs (cont.);Customer needs (cont.)TQM;Customer needs differences;Customer loyalty and customer satisfaction;Product and service knowledgeable staff;Customer service and customer care;Section 2;Management structures (Flat structures);Customer care standards;HAVE A BREAK