hnd客服报告第二个作业.docVIP

PAGE i PAGE vi Report for Creating a Culture of Customer Care (DJ4234) Outcome 3创建一个文化的报告客户关怀(DJ4234)结果3 Research of customer care Samsung Electronics研究客户服务的 ————————————————三星电子 Candidate name: Ma Qianli Grade and Class: Financial services class 7 Student ID: 105144989 Submission day: 12.30.2010 Table of Contents 1.0 Introduction 1 2.0Customer care strategy 1 2.1 Introduction of AXA’s customer care strategy 1 2.2 How Samsung build its customer care