Creating a culture of customer care HND E1客服
公司文化宣传英文标语
公司文化宣传英文标语In today’s competitive business environment, having a strong company culture is increasingly important for attracting and retaining top talent, as well as achieving long-term success. An effective way to promote and reinforce the values, beliefs, and behaviors of a company’s culture is through the use of company culture advertising slogans or "taglines" in English.A good slogan should be short, memorable, and inspirational; able to convey the essence of the company culture in just a few words. It should also align with the company's mission and values. Here are some suggested company culture advertising slogans:1. We put our people first – Our employees are our greatest asset. (Promoting a culture of respect, fairness, and inclusivity).2. Innovate, inspire, impact – We are dedicated to creating breakthrough solutions that make a difference. (Reflecting a culture of creativity, passion, and social responsibility).3. One team, one dream – We work together to achieve our goals and deliver results. (Emphasizing collaboration, teamwork, and shared purpose).4. Experience excellence – We commit to delivering exceptional service and quality in everything we do. (Promoting aculture of excellence, accountability, and continuous improvement).5. Build on trust – We value integrity, honesty, and transparency. (Reflecting a culture of trust, ethics, and integrity).6. Growth through learning –We invest in our people’s development and support increased knowledge and skills. (Emphasizing a culture of learning, growth, and development).7. Be the change – We are committed to driving positive change in our industry and the world. (Promoting a culture of innovation, boldness, and social impact).8. Your success is our mission – We focus on our clients' success and are dedicated to achieving their goals. (Reflecting a culture of customer service, dedication, and focus).9. The power of diversity – We embrace diversity and promote inclusion as crucial components to our success. (Promoting a culture of diversity, equity, and inclusion).10. Doing things differently – We challenge convention and explore new possibilities to create a better future. (Reflecting a culture of innovation, experimentation, and adventure).In conclusion, company culture is an essential aspect of any successful business, and having a strong culture slogan or tagline can help to communicate and reinforce the values and beliefs of the organization. A well-crafted tagline should be memorable, aligned with the company's mission, and reflect the uniqueculture of the organization. By incorporating culture slogans into their marketing and advertising efforts, companies can build a stronger brand, attract top talent, and create a more engaged and motivated workforce.。
英语作文-创业成功的关键
英语作文-创业成功的关键Entrepreneurship is a journey marked by innovation, risk-taking, and the relentless pursuit of a vision. The key to successful entrepreneurship lies not in a single element but in a symphony of skills, attitudes, and strategies that come together to turn ideas into reality.Vision and Passion。
At the heart of every successful entrepreneurial venture is a clear and compelling vision. This vision serves as a guiding star, providing direction and purpose. It is the entrepreneur's unwavering belief in this vision that fuels their passion. Passion is the driving force that keeps an entrepreneur motivated during challenging times and inspires others to believe in their mission.Innovation and Adaptability。
Innovation is the engine of entrepreneurship. It involves not only creating new products or services but also finding novel solutions to problems and improving existing offerings. However, innovation alone is not enough. The business landscape is ever-changing, and adaptability is crucial. Entrepreneurs must be willing to pivot and adjust their strategies in response to market feedback and evolving circumstances.Resilience and Perseverance。
呼吁服务行业提高服务质量的英语作文
呼吁服务行业提高服务质量的英语作文全文共3篇示例，供读者参考篇1Raising the Bar: A Plea for Better Service QualityAs a student living in today's fast-paced world, I often find myself relying on various service providers – be it restaurants, retail stores, transportation services, or even educational institutions. However, it's become increasingly apparent that the quality of service we receive is frequently subpar, leaving much to be desired. It's time we raise our voices and demand better.In an era where customer satisfaction should be paramount, far too many businesses seem to have lost sight of this fundamental principle. We've all experienced the frustration of dealing with indifferent or undertrained staff, enduring long wait times, or receiving shoddy service that falls well below our expectations. This is simply unacceptable.The impact of poor service quality extends far beyond mere inconvenience or annoyance. It can have profound implications for our well-being, productivity, and overall quality of life. Consider the student who must navigate an inefficient universitybureaucracy, wasting precious time and energy that could have been better spent on academic pursuits. Or the customer who leaves a restaurant feeling dissatisfied and unfulfilled, despite having invested their hard-earned money.Moreover, in our interconnected world, word of substandard service spreads rapidly through online reviews and social media, potentially tarnishing a business's reputation and driving away customers. This not only hurts the bottom line but also undermines trust in the service industry as a whole.It's time for a paradigm shift – a renewed commitment to excellence in service delivery. We, as consumers, have a right to expect professionalism, courtesy, and efficiency from those we entrust with our patronage. It's not merely a matter of courtesy; it's a matter of respect for our time, resources, and dignity as human beings.To achieve this, businesses must invest in rigorous training programs that instill a customer-centric mindset in their employees. They must foster a culture of continuous improvement, where feedback is actively sought and addressed, and where complacency is never an option. Additionally, they should leverage technology to streamline processes, reduce wait times, and enhance the overall customer experience.But the onus doesn't solely rest on businesses; we as consumers must also play our part. We must be vocal in our praise for exceptional service and uncompromising in our demand for better. We must hold service providers accountable, providing constructive feedback and refusing to settle for mediocrity. Only through this collective effort can we elevate the standards of service quality across all industries.Imagine a world where every interaction with a service provider is a pleasant and efficient experience – where our needs are anticipated and met with a genuine desire to exceed our expectations. This is not a utopian dream; it is an achievable reality if we remain steadfast in our pursuit of excellence.As students, we represent the future of this society – a generation that will soon take the reins of leadership in various sectors. It is our responsibility to set the tone and expectations for the service industry of tomorrow. By demanding better today, we pave the way for a more customer-centric future, where service quality is not just a buzzword but a way of life.In conclusion, the clarion call for better service quality must resonate across all sectors of the service industry. It is a rallying cry for businesses to embrace a customer-first philosophy, for consumers to exercise their collective voice, and for society as awhole to recognize the profound impact of exceptional service on our daily lives. Together, we can raise the bar and create a world where service excellence is the norm, not the exception.篇2Raise the Bar: A Student's Plea for Better Service QualityAs a student and frequent customer of various service businesses, I can't help but notice the declining standards of customer service these days. It's a troubling trend that needs to be addressed and rectified urgently. The service industry plays a crucial role in our daily lives, and we, as consumers, deserve better treatment and a higher level of service quality.Let's start with the most common offender: the food service industry. How many times have you walked into a restaurant, only to be greeted by an indifferent or downright rude server? It's disheartening when the person responsible for ensuring your dining experience is pleasant seems utterly disinterested in their job. Worse still are instances where orders are bungled, food is served cold, or basic hygiene standards are overlooked. These lapses not only ruin the meal but also undermine the entire dining experience.But the issue extends far beyond restaurants. Retail stores, banks, and even healthcare facilities are not immune to poor service quality. Have you ever encountered a sales associate who seemed more interested in chatting with colleagues than assisting customers? Or perhaps you've had to endure excruciatingly long wait times at a bank, only to be met with a teller who appeared to be in a perpetual state of annoyance.In the healthcare industry, where compassion and empathy should be paramount, patients often find themselves on the receiving end of brusque treatment from overworked and understaffed medical professionals. This not only undermines the healing process but also erodes trust in the healthcare system as a whole.The consequences of poor service quality are far-reaching. On a personal level, it can leave us feeling frustrated, disrespected, and even angry. But the impact goes beyond the individual. Businesses that fail to prioritize service excellence risk losing customers, damaging their reputation, and ultimately jeopardizing their bottom line.So, what can be done to raise the bar and improve service quality across industries? First and foremost, there needs to be a cultural shift within organizations that prioritizes customersatisfaction above all else. This mindset should permeate every level of the organization, from top leadership to front-line employees.Secondly, proper training and ongoing professional development for service staff are essential. Employees should be equipped with the necessary skills to handle a wide range of customer interactions, from resolving conflicts to anticipating and exceeding customer needs. Fostering a culture of continuous learning and improvement can go a long way in elevating service standards.Furthermore, businesses should actively solicit and act upon customer feedback. Too often, customer complaints fall on deaf ears, leading to a perpetuation of poor practices. By actively listening to customer concerns and implementing changes based on their feedback, businesses can demonstrate a genuine commitment to service excellence.Incentives and recognition programs for exceptional service delivery can also play a crucial role in motivating employees to go the extra mile. When employees feel valued and appreciated for their efforts, they are more likely to take pride in their work and strive to provide outstanding service.Finally, businesses should embrace technology as a tool to enhance the customer experience, rather than as a substitute for human interaction. From user-friendly websites and mobile apps to efficient self-service kiosks, technology can streamline processes and improve convenience for customers. However, it should never replace the warmth and personalized attention that only human beings can provide.As students and consumers, we have a vested interest in advocating for better service quality. After all, we are the ones who bear the brunt of subpar experiences, whether it's a disappointing meal, a frustrating shopping trip, or a disheartening encounter with a healthcare professional.By raising our voices and demanding better, we can hold businesses accountable and compel them to prioritize customer satisfaction. Writing reviews, providing constructive feedback, and even taking our business elsewhere when service standards are not met can send a powerful message.Moreover, as future professionals and leaders, we have the opportunity to shape the service landscape of tomorrow. By embracing a customer-centric mindset and instilling a strong service ethic in our peers and colleagues, we can foster a culture of excellence that will reverberate throughout various industries.In conclusion, the service industry is in dire need of a quality renaissance. It's time to raise the bar and demand better treatment, attentive service, and a genuine commitment to customer satisfaction. As students and consumers, we have the power to be agents of change, driving businesses to prioritize service excellence and creating a more positive and rewarding experience for all.篇3A Call for Better Service in the Service IndustryAs a student, I frequently find myself on the receiving end of services from various businesses. Whether it's dining out at restaurants, shopping at retail stores, or utilizing services like transportation and entertainment, the quality of service I experience can greatly impact my overall satisfaction. Unfortunately, all too often, I am left disappointed by subpar service that falls short of meeting my expectations.The service industry encompasses a vast array of businesses, ranging from hospitality and retail to healthcare and finance. At its core, the service industry revolves around providing seamless experiences that cater to the needs and desires of customers. However, in today's fast-paced world, where competition isfierce and customer loyalty is increasingly elusive, many businesses seem to have lost sight of the fundamental importance of delivering exceptional service.One of the most glaring issues I've encountered in the service industry is a lack of attentiveness and responsiveness from employees. Too frequently, I've found myself in situations where staff members appear disinterested, distracted, or overwhelmed, leading to delays, mistakes, and an overall sense of frustration. It's disheartening when my concerns or requests go unaddressed, or when I'm met with indifference or apathy from those who are supposed to be serving me.Another area of concern is the lack of consistency in service quality across different locations or outlets of the same business. I've experienced instances where one branch of a restaurant or retail chain offers outstanding service, only to be let down by a vastly different experience at another location. This inconsistency not only breeds confusion and uncertainty but also erodes customer trust and loyalty.Moreover, in an era where technology plays an increasingly significant role in service delivery, I often find myself frustrated by poorly designed or glitchy systems that hinder rather than enhance the customer experience. Whether it's clunky mobileapps, confusing online ordering platforms, or inefficientself-service kiosks, these technological shortcomings can quickly turn what should be a convenient and streamlined experience into a headache.Beyond these specific issues, there is a broader concern about the overall attitude and mindset within the service industry. Too often, it seems that the focus is solely on maximizing profits and cutting costs, rather than truly prioritizing customer satisfaction. This short-sighted approach not only alienates customers but also undermines the long-term sustainability and success of businesses.Fortunately, there are some shining examples of businesses that have managed to get it right, offering consistently excellent service that exceeds customer expectations. These companies understand that delivering outstanding service is not just a matter of courtesy or politeness; it's a strategic imperative that can differentiate them from competitors and cultivate loyalty among their customer base.So, what can be done to improve the state of service in the industry? Here are a few suggestions:Prioritize employee training and development: Businesses must invest in comprehensive training programs that equip theiremployees with the necessary skills, knowledge, and mindset to deliver exceptional service. This includes not only technical training but also soft skills such as communication, empathy, and problem-solving.Embrace a customer-centric culture: Service excellence should be ingrained in the DNA of every organization, with a relentless focus on understanding and meeting the evolving needs and preferences of customers. This customer-centric culture must be championed from the top down and permeate every aspect of the business.Leverage technology effectively: While technology can be a powerful tool for enhancing the service experience, it must be implemented thoughtfully and with a user-friendly approach. Businesses should continuously seek feedback from customers and make necessary adjustments to ensure that their technological solutions are intuitive, efficient, and truly beneficial.Foster a positive work environment: Happy and engaged employees are more likely to provide excellent service. Companies should strive to create a positive work environment that values and recognizes employees, offers opportunities forgrowth and development, and cultivates a sense of pride and ownership in the organization's success.Implement robust quality control measures: Consistency is key when it comes to service delivery. Businesses should implement rigorous quality control measures to ensure that service standards are maintained across all locations and touchpoints. This may involve regular audits, mystery shopping programs, and comprehensive feedback systems to identify and address any service gaps or inconsistencies.Encourage and act on customer feedback: Actively soliciting and listening to customer feedback is crucial for improving service quality. Businesses should establish multiple channels for customers to provide feedback, and more importantly, demonstrate a willingness to act on that feedback by implementing meaningful changes and improvements.As a student and a frequent consumer of services, I firmly believe that improving service quality should be a top priority for businesses in the service industry. By placing a genuine emphasis on customer satisfaction, investing in employee development, and adopting a customer-centric mindset, businesses can not only differentiate themselves from competitors but also cultivate long-lasting relationships with their customer base.In today's competitive landscape, where customer loyalty is hard-won and easily lost, businesses that fail to prioritize service excellence risk losing ground to those that truly understand and deliver on the needs and expectations of their customers. It is time for the service industry to step up and embrace aservice-first mentality, recognizing that exceptional service is not just a nice-to-have but a fundamental requirement for sustained success.As a student and a discerning consumer, I eagerly await the day when outstanding service becomes the norm rather than the exception. Until then, I will continue to champion this cause, using my voice and choices to support businesses that prioritize service excellence and holding those that fall short accountable. The service industry has the power to shape our experiences and leave lasting impressions – it's time for them to rise to the occasion and deliver the level of service we all deserve.。
COVER sample
Creating a Culture of Customer CareAssessment 2Submitted byHuang zhenlin(Candidate No.095513549)International CollegeCentral South University of Forestry and TechnologyDecember 2010Introduction:The essay is concentrated on the topic that the customer care status in the NOKIA. According to this case, I further understand that the customer care matters in a company.25 years ago, NOKIA came to china. Like many successful multinational companies, NOKIA regarded China as a huge potential market, which is full of opportunities. After a series of effort, The NOKIA achieved the success in sales and innovation.The customer care strategy is to explain reasons for the existence of the company and make the company and staffs knows the meaning of existence of company. The content of the customer care strategy include: Why the company exist, why the company manage this project, and what the company's prospect objective. The vital thing of planning a customer care strategy is to make it becomes the constitution of company. Firstly, the company should make it becoming the main content of training the staff. Secondly, the company should make it becoming the basis of formulating policy and strategic decision. Thirdly, the staff should be involved to participation the planning and formulating customer care strategy. In terms of NOKIA, the customer care strategy is people-oriented. It means the core value of NOKIA is to produce people-oriented technological products. The NOKIA also ask the managers, customers and staff to complete the questions in customer care strategy, then making a summary in brief language to draft the strategy. After that, Revising and identifying the strategy based on the feedback. The NOKIA Company has the customer care staff which worked in researching and developing the software, the other are worked in sales. When something wrong with the NOKIA products, a good communication should be involved. In order to find a solving method and better the customer care quantity, the cooperation in different department is significant indispensable. It shows the role of employee participation in the customer care strategy. The "human technology" customer care strategy is beneficial to setting the objectives and ensuring the development strategy.Setting standards for customer care is necessary. Firstly, it can make employees build their working objectives. Secondly, it can help to convey the company'sexpectation to customers and employees. Thirdly, it can help to create the valuable measurable tools. An organisation will meet required standards when it treats it as customer with respect when all involved. a) Seek to be honest and fair in relationship with customers. b) Provide the standards of products and services that have been agreed. c) Take all reasonable steps to ensure the safety and quality of goods and services provided. The company should identify the guiding principles of standards for customer care. Service standards are a measurable behaviour guide. The customer can receive a satisfaction service from the employees according to the standards. The content in the standards as follows: What the customer expectation, what can we do on the customer concerned problem, c) What can we do to improve our customer care.d) What’s the highest standard of the customer care. e) how can we ensure that the customers will to come to our company again. The execution procedures and formulating methods of the customer care service as follows: a) what aspects of service are important to the customer. b) Identify the measurable standards which can make the standard service become the enterprise culture. c) Inspecting the customer service regularly. d) Conveying the implementation results of service standards. e) Reward employees, and re-evaluated the service standards. The standards of Nokia is “profession and concentration, bran new service.” Nokia has created a new customer care standards recently, which is “one hour quick service”. It means the Nokia provide a high quality and efficient maintenance service, and the services will only hold one hour. Within one hour, the Nokia also provided a series of supportingvalue-added service. Such as mobile phone backup or archived, free battery charging and so on. Judging from the previous service; there are some complaints on the setting MMS and backup directories. It originally is the duty of mobile dealers, but now it becomes profitable way.The unreasonable customer care should be revised. According to inspected this feedback regularly. The Nokia can know clearly what the customers’ expectation and the concerned question. Then Nokia take some improving measures such as “one hour quick service” and “providing a series of supporting value-added service”. From these actions, the company can find the improving directions. The Nokia alsore-evaluate the customer care standards and reward the staff. The important reason for Nokia rapidly growing is the establishing customer service network. The one hour maintenance service commitment and supporting value-added service can better the customer service and provide the fast and convenient services to the customer. it can ensure the leading position in the mobile market.We need to able to get feedback from customers, there fore we need to find out both quantitative and qualitative aspects. The methods of obtaining customer views on customer care as follows: surveys and questionnaires customer comment cards, letters of complaint or commendations, structured conversations with customers, telephone polling, and obvious customer behaviour, noting customers who don’t appear to be being served, body language, talking to customer, long queue, becoming a customer.Nokia has a market information collecting network: a) in china there are more than 300 promotional staff, which are belong to the marketing department. They collected a variety of material and information in the market everyday all the information will submit to different market analysis group. b) Nokia also makes use of network to collect information, which focuses on the relationship between the agents, the monthly sales in the retail stores, the customer feedback and so on.The organisation can review its customer care strategy in these ways as follows: a) Ensuring the meaning and value of the company can be achieved. b) Ensuring the company's prospect objective can be achieved. c) Ensuring the company's operating business whether effective. The improving suggestion to the NOKIA as follows: reducing any unnecessary after-sale service payments for the customer, reducing the processing time of customer care problem, monitoring the employees to perfect service quality. The company also should continue review and improve the customer care policies. Firstly, the customer service condition shows the company's development situation. Secondly, the customer service policies affect the sales. Thirdly, the customer service policies affect the image of the company in customer's eyes. The candidates should be encouraged to offer suggestion. Different suggestioncan give the company fresh innovation vigor. The policy of the company setting will be more reasonable and effective.To the customer, they can’t know clearly on effort of the product research and develop. Their feeing on the quality is based on the using of the products and the after-sales customer care service. The higher customer satisfaction is beneficial to the Nokia innovation and growing. The customer satisfaction is based on the customer care service. From the successful experience of the Nokia. A better customer care service is significant indispensable for a company sustainable development.REFERENCES/explore-services/get-support-and-software/contact-us/nokia-carelineAppendices。
HND客户服务与文化构建outcome
An investigative report of FAW-Volkswagen Automotive Co. Ltd customer carestrategyIntroduction:I will give you a report to analyse FAW-Volkswagen customer care strategy. FAW-Volkswagen Automotive Company was founded in 1990, is a Chinese joint venture between the First Automobile Works (FAW) and V olkswagen Group, creating FAW-V olkswagen Automotive Company, informally abbreviated to FAW-VW. Equity holdings are split as follows: Volkswagen AG with 20%, Audi AG has 10%, V olkswagen (China) Invest 10%, and FAW has the remaining 60%. The main FAW-VW factory is located on the south-western fringes of Changchun, in Jilin Province, second factory is located in Chengdu, Sichuan Province.Section 1:A company's mission statement is a constant reminder to its employees of why the company exists and what the founders envisioned when they put their fame and fortune at risk to breathe life into their dreams. Woe to the company that loses sight of its Mission Statement for it has taken the first step on the slippery slope to failure.Many organizations have mission statements. Particularly large ones, e.g. FAW-Volkswagen Automotive Company. This is not same as their organizational objectives. Mission statements consist of two elements.1.The vision of the organization.The vision may include the ideal destination. This is where the organization wants to go and when it hopes to get there. FAW-V olkswagen corporate creed: creating china's best automobile Joint-Venture, The most attractive company in employee eyes.Mr. Gen Zhaojie, the first Chairman of FAW-VW had expressed this during the company's Inauguration Ceremony. It embodies the aspirations of the company's shareholders, as well as the corporate mission and ultimate target. It encapsulates the company's glorious history and unlimited future.2. The values or principles of the organization.The values are the sets of beliefs behind the actions of the organization. It will relate to the quality of goods and services, treatment of customers and employees and make statements regarding openness and good practice.FAW-V olkswagen Corporate Values: Pursue product excellence; honesty with customers.They insist on the principle of "Internal Customers" and treat "cost as a matter of priority". By implementing the concept of "engineering for the future", they provide first-class products to their customers. Their employees are provided with excellent learning conditions. They establish a platform for them to excel as a team. The customers' needs are their motivation; they provide service to their customers with care and dedication. Customers are won over by their product quality, and loyalty is assured by their integrity.Other corporate cultures:FAW-V olkswagen Corporate Spirit: Learning; Innovating; Cooperating; GivingLearning enables the company's staff to raise their abilities; a superlative learning ability is key to adapting to the environment's changes and maintaining vibrancy in the face of intense market competition. Innovation is the root of the company's sustainable development; it enables management to continue developing. A cooperative culture is deeply imbued in every work process; the integration of Chinese and German culture and good team construction assure thattargets will be successfully met. Giving exemplifies responsibilities; work initiatives and common sense are basic qualities required of modern workers.FAW-V olkswagen operating concepts: Quality-first; technological leadership; management innovation; market-oriented Customer satisfaction and expectations are their enduring pursuit; strict quality control, uniform craftsmanship and professional integrity are imbued in our production operations. Technological leadership is their motto. They infuse their passion and rationality into their products, thus becoming the pioneers of the industry. Continuous improvement and process rebuilding. Innovation enables them to develop through "low cost, high efficiency". The customers' needs are the foundation of their product strategies: diverse products and wide range fully satisfy customers' requirements and are self-accomplishing.Section 2:The ways that FAW-V olkswagen to establish the standards of customer care:·communicationFAW-V olkswagen establishes two kinds of communications. One of is‘Top-down’. It has some advantages. When superior setting policy, it can implement efficiency. E.g. they make some policies that give discounts to customer when they purchase Audi A4L, this information can implement quickly through‘Top-down’communication. Another is ‘Bottom-up’,if a good idea started at the employee level it would move laterally, then upwards to the next level, where it would spread laterally. Then upwards to the next level and again go lateral. By this time everyone in the organization knew what was required and their part in it. E.g. some customers complain the seat of car not comfortable and the color is not various. This information convey at the employee. By this time everyone in the organization knew what was required and their part in it. At last, this problem solve well.·Quality controlQuality control is a process employed to ensure a certain level of quality in a product or service. It may include whatever actions a business deems necessary to provide for the control and verification of certain characteristics of a product or service. The basic goal of quality control is to ensure that the products, services, or processes provided meet specific requirements and are dependable, satisfactory, and fiscally sound. FAW-V olkswagen carries out total quality management. This philosophy is based on creating a culture of quality which drives the actions and attitudes of everyone in the organisation. A total quality approach should empower everyone to be co–managers of their education. The search for knowledge and improvement should be something to be sought after rather than to be done. The system must offer the chance to fail and then learn from failure in order to improve. This system incorporated performance management. productive process：FAW-V olkswagen Qualitaetessicherung Kaufteile has responsible to control the quality. In raw material review, firstly, they will do a series of evaluation of suppliers to determine the final choice of suppliers. Then, they will make approved manufacture part list, and take integration warehouse management system. The warehouse is so clean and can protect the part from damage. In the process of production, Participate in existing production process improvement to improve products quality, production efficiency .Support production to measure some critical dimensions, to coordinate in-process quality control and maintain high quality level. They have a strict quality testing for the production of every procedure, and maintain equipments regular. In the product transportation process, they will use appropriate transportation equipment and a series ofprotection measures to protect cars from damage. As view from consumer:Strict quality control make consumers more satisfied. More and more customers become loyalty customer in FAW-V olkswagen.Industry standard:The Strict production process of FAW-V olkswagen meets a series of quality certification. FAW V olkswagen quality is fully guaranteed. Along with providing its customers with quality products and services, FAW-VW strives to protect the natural environment in order to enable sustainable development.·TeamworkTeamwork is defined a joint action by a group of people, in which each person subordinates his or her individual interests and opinions to the unity and efficiency of the group. This does not mean that the individual is no longer important; however, it does mean that effective and efficient teamwork goes beyond individual accomplishments. The most effective teamwork is produced when all the individuals involved harmonize their contributions and work towards a common goal. Teamwork divided two types, one of is teamwork between departments, another is teamwork between employees.I will give an example to introduce teamwork between departments in FAW-Volkswagen. In FAW-V olkswagen, every department has their own responsibility and goals. Only a department completes their tasks, it can make the enterprise operation well. In FAW-Volkswagen, Production department will achieve their produce task and meets the quality request within the prescribed time. Then the sales department finished the sales task well. Teamwork between departments is so important to make the enterprise operation well.·Training and developing staffThe first stage is recruiting. FAW-V olkswagen has strict procedure to recruit employees. The employee must have technical skills —product knowledge, systems knowledge, selling skills. They must have good attitudes, communication and interpersonal skills. They need an understanding of the needs of customers and the customer care and philosophy. They should have teamwork sprit. There are no hard and fast cut-offs in terms of academic experience, they evaluate each candidate's unique skills and achievements.The second stage is training. Training can be of two kinds: that is “on the job” or “off the job”. On the job training means being trained whilst actually performing the tasks and activities you normally carry out. In FAW-Volkswagen, the training was carried out by a member of the Training Department. ‘Off the job’ training means being tra ined at a place which is not the normal workplace. In FAW-V olkswagen, the training carried out in a training establishment, Many training programmes combine both to ensure that there is genuine transfer of knowledge and skills from the off the job scenario to the work situation. In FAW-Volkswagen, this is often the responsibility of a Training Section within a Human Resource Department. Nor is the training confined to the lower echelons. In fact it is perhaps even more important for the higher echelons. FAW-V olkswagen now runs Continuing Professional Development Programmes. They therefore expect staff to continue to develop their knowledge, skills and qualifications. FAW-V olkswagen training using modern techniques.The third stage is selecting. FAW-V olkswagen let all the dedicated capable staff be promoted, timely promoted talented employees. Issue year at the same time “golden lion large award “a list of names posted up is odd, promote and rewarded large quantities of one outstanding employee.When selecting people for promotion, they pay attention to weaknesses as well as pronounced strengths. In the past, seeking out "high potential" employees typically meant looking for those who could climb the next rung of the management ladder.·Encouraging creativityFAW-V olkswagen takes measures to motivate employees. From the employees ‘performance, they will select excellent employee to higher position, give out bonus. It can increase productivity. It has a link between performance and reward. Enterprise will give employees pay insurance. They will organize staff to travel regular. Give the rights of workers to take a vacation. FAW-V olkswagen takes these measures to let employees do their job well.·Added valueFAW-V olkswagen in a position that technological leadership. Multi Media Interface (MMI)The multi media interface brings together the operation of all entertianment components; access is just a fingertip away. Adjustable Air Suspension (AAS), the electronically-controlled adjustable suspension system is integrated with the self-adjusting shock-absorption system, making it even more convenient to adjust to various driving conditions. It is a perfect combination of comfort and sporting abilities in a luxury sedan. Audi Air Frame (ASF),The improved all-aluminum car frame's has 60% greater tensile strength, 40% less welding points, and is also lighter than that of its competitors. This brings greater agility, safety and stability. 5Audi Space Frame (ASF), Audi's all-aluminum structural frame. The car's weight is greatly reduced by the lightweight aluminum alloy car body; compared with steel structure of similar volume, the weight of the ASF can be reduced by between 30-40%. Electronic Stabilization Program (ESP), When the car is in an extreme control situation such as avoiding obstacles under high speed, the ESP will instantaneously collect enormous data from ABS, EDL and ASR systems.Section 3:Collect and analysis the feedback from customer.1. Obtaining customer views on customer care have many methods. It is divided into two types. One of is formal methods, another is informal methods.Here are some formal methods: Surveys and questionnaires, customer comment cards, letters of complaint or commendations, structured conversations with customers, telephone polling. ·Surveys and questionnaires: FAW-V olkswagen make some questionnaires in their website or service center and give them to the customers, when the customers completed the questionnaires the company will give them a small gift to thanks them.·Customer comment cards: We can see this way to collect feedback in many industry just like hospital and so on. The FAW-V olkswagen also make a customer comment card in every service center. And they appoint our customer service department staff to collect it in a fixed period. ·Letters of complaint or commendations: If we do a good job in customer service we may receive customer’s commendations letters, then we know what we done was good so we must keep it on. But when we made a poor customer service we may receive the complaint letters, it isn’t a good phenomenon, we must regard it seriously and find the reason why customers complaint and correct it as soon as possible.·Structured conversations with customers: FAW-Volkswagen has a crowed of loyal customers by they provided a good service. The company has the structured conversations with them and gets what they want and their advice. They also invite them to a wine party and they may bring some potential customers. Of course after the meeting they will receive the compan y’s small gifts.·Telephone polling: FAW-V olkswagen have a fixed phone code to receive the customer feedback. They make a special department under the customer service department called customer hotline center. The center collects the customer’s feedback and makes a record and gives it to the customer service department in time.2. How to analysis the feedback from customer.To analysis the feedback we can use two ways: from quantitative aspects and from qualitative aspects.·Quantitative aspects: This concept is based on numbers. You could for example check customers’records to see how many complaints have been received on goods and services and determine which ones are creating most customer dissatisfaction. For internal customers you might want to know where budgets or cost are being exceeded. In the feedback which FAW-V olkswagen customer service department collects the most be attention is the process time in the settlement in claim. A number of customers complain the process time is too slow. It’s the most important thing the company would face.·Qualitative aspects: Here the most important feature is the quality of the good or service. You might therefore want to know from external customers that the product is performing as it should, is lasting as long as it should and is still valued by the customer. Indeed many firms now contact customers sometimes after purchase of the product to specifically ask if all is well. You will appreciate too how vital it is for internal customers that if they receive from their supplying department a good or service that is not up to specification they may have to return it pushing up costs and causing delays. In the customer’s feedback the FAW-V olkswagen may know whether their service can satisfied their customers. For example the customer may complaint they wait a so long time in delivery time and some staff have a bad attitude. Then the company must investigate these feedbacks and take some measures.3. Take measures to improve the dissatisfaction customer care.FAW-V olkswagen possibly devotion many manpowers, material resourcess and financial power. Since they collect some feedback that is customer complain. The most be attention is the process time in the settlement in claim. A number of customers complain the process time is too slow. It’s the most important thing the company would face. The company devote many employees which have technical skills to solve the customer complain. And the company makes a police that is if the customer meets a slow process time in the settlement in claim, they will obtain indemnity. Since then, it is improvement on the process time in the settlement in claim. The company gains more and more loyalty customers. Some customer complaint they wait a so long time in delivery time and some staff has a bad attitude. The company takes some training to let the employees understand the needs of customers and the customer care philosophy. And improve employees’attitudes and communication and interpersonal skills. Sine then, more and more customers satisfied with the customer care in FAW-V olkswagen. Customer feedback show very low level of complaints.Section 4:Generally speaking, FAW-V olkswagen customer care strategy is very suitable. In the company, they use “top-down” and “bottom-up” communication in different situations. They have a good teamwork between departments or employees. They also have a strict quality control in all processes. FAW-Volkswagen added more values in their different cars to gain lots of ground. They train and develop staff to understand the needs of customers and the customer care philosophy.And training staff have good attitudes, communication, interpersonal skills. The company has a high standard of quality to meet internal customer needs. Treat external customer courteously. Internal supplier has a clear understanding of quality. Get the car quality right first time and ever time. Customers’feedback shows very low level of complaints. All their output meets quality specification. There is no delay from production through delivery.Also, FAW-Volkswagen has some detail problems in dealing with the feedback of customers in previous. E.g. A number of customers complains the process time is too slow. And the company made some efforts to solve. The company devote many employees which have technical skills to solve the customer complain. And making a police that is if the customer meets a slow process time in the settlement in claim, they will obtain indemnity. Since then, it is improvement on the process time in the settlement in claim. Since then, it is improvement on the process time in the settlement in claim.In order to improve the modern enterprise system, I recommend FAW-V olkswagen build quality circles. That is composed of employees who actually produce the goods or service. They are made up of 6–10 employees, with regular meetings held weekly or fortnightly during working time. They usually have the following priorities: to take responsibility for analyzing processes, situations and problems; to put suggestions to quality councils; to develop detailed plans; to take responsibility for implementing plans and monitoring progress; to take a monitoring/reporting responsibility.FAW-V olkswagen should create constancy of purpose for continual improvement of products and services. Adopting commitment to seek continual improvements. Switch from detecting defects to preventing them, i.e. from inspection at end of process to getting it right first time, every time. When dealing with suppliers focus on quality of product, reliability of delivery, co–operation and improvement. Note not price. Improvement is not confined to products and processes but to all supporting services and activities. Train using modern techniques. Supervision should not be ‘chasing’ but coaching and supportin g. Drive out fear and encourage two way communications. Remove barriers between departments. Don not have unrealistic targets. Eliminate quotas and numeric targets. Remove barriers that prevent employees having pride in the work that they perform. Encourage education and self–improvement for everyone. Publish top management’s permanent commitment to continuous improvement of quality and productivity.。
交流项目英语自我介绍
交流项目英语自我介绍In the realm of project management and team collaboration, effective communication stands as the cornerstone of success. My journey in this dynamic field has been a testament to the power of clear and concise dialogue, which not only bridges the gap between diverse team members but also aligns our collective efforts towards a common goal.My professional path began shortly after graduating with a degree in Computer Science, where my fascination with technology and its potential to transform businesses took root. I quickly realized that my true passion lay in the orchestration of projects, where I could bring together technical expertise and strategic oversight. This led me to pursue further education in project management, equipping me with the methodologies and frameworks essential for steering complex projects to fruition.As a project manager, I have had the privilege of leading cross-functional teams in a variety of sectors, including IT, healthcare, and finance. My approach is deeply rooted in the principles of Agile and Scrum methodologies, which advocate for adaptability, continuous improvement, and customer-centricity. By fostering an environment of open communication and iterative progress, I have successfully delivered projects that not only meet but often exceed stakeholder expectations.One of the key projects that highlight my capabilities was the development of a cloud-based analytics platform for a leading healthcare provider. The challenge was to integrate vast amounts of patient data and render it into actionable insights for medical professionals. My role involved coordinating with data scientists, developers, and healthcare experts to ensure that the solution was not only technically sound but also compliant with stringent regulatory standards.Throughout this project, my focus remained on maintaining a clear and transparent communication channel with all stakeholders. Regular updates, sprint reviews, and retrospectives were integral to our process, allowing us to navigate the complexities of the project while keeping everyone informed and engaged. The result was a robustplatform that revolutionized the way the healthcare provider utilized data, significantly improving patient outcomes.Beyond the technical aspects, I believe that the human element of project management is equally important. Building strong relationships with team members, understanding their strengths and motivations, and creating a culture of mutual respect are aspects I prioritize. This people-centric approach has not only led to high-performing teams but also to a fulfilling career where each project feels like a collective achievement.In conclusion, my experience in project management has been a journey of continuous learning and growth. With each project, I strive to refine my skills, expandmy knowledge, and contribute meaningfully to the team's success. As I look forward to future endeavors, I remain committed to the principles of clear communication, strategic planning, and empathetic leadership, which I believe are the hallmarks of an effective project manager.This narrative of my professional journey encapsulates the essence of who I am as a project manager – a facilitator of progress, a communicator of ideas, and a leader who values the contribution of each team member. It is through these experiences that I have honed my ability to navigate the complexities of project management and emerge as a confident and competent professional in this ever-evolving field. 。
客户服务文化构建outcome1Case
客户服务文化构建outcome1Case第一篇：客户服务文化构建outcome1CaseCase StudyThe Mountain High Hotel ComplexAlice Hendry had recently been appointed as the General Manager of the Mountain High Hotel Complex.This was her first appointment to this level of management and she was very keen to make a success of the job.She was aware that her task would be very demanding but was confident that the experience that she had previously gained in a number of similar establishments would enable her to motivate the staff and soon have them all committed to working as an integrated team.She had been asked to prepare a report for the board of directors detailing how she planned to increase the level of business during the traditionally quieter Spring and Autumn months.案例研究山高酒店大楼爱丽丝亨德利最近被任命为山高酒店大楼的总经理。
这是她第一次约会的管理这个层面，她非常热衷于这项工作的成功。
她知道，她的任务是非常苛刻的，但有信心，她在多项类似机构此前获得的经验将使她以激励员工，并很快让他们都致力于工作为一体的综合团队。
Creating a Culture of Customer Care (案例)
Case StudyOutcome 1 and 2: Assessment Case StudyThe Mountain High Hotel ComplexAlice Hendry had recently been appointed as the General Manager of the Mountain High Hotel Complex. This was her first appointment to this level of management and she was very keen to make a success of the job. She was aware that her task would be very demanding but was confident that the experience that she had previously gained in a number of similar establishments would enable her to motivate the staff and soon have them all committed to working as an integrated team. She had been asked to prepare a report for the board of directors detailing how she planned to increase the level of business during the traditionally quieter Spring and Autumn months.The hotel complex had a number of distinct operations. There were 150 bedrooms, 2 restaurants, 2 bars and a night- club. In addition, there was also a sports fitness centre and swimming pool and the complex also managed its own sports shop that offered ski equipment sales/hire and lessons during the winter months and mountain bike sales/hire and guided tours in the summer months. The complex also owned and managed the mountain gondola and ski lifts. The gondola operated throughout the year for sightseers as well as being used by skiers in the winter and by mountain bikers in the summer.Although the Complex had a generally younger sporting clientele during the winter and summer months, Alice was aware that some efforts had previously been made to attract a different type of customer, particularly during the Spring and Autumn months when mountain biking and more particularly skiing were not available. It was apparent that little success had been made with these initiatives even though the hotel complex was undoubtedly equipped to cater for a more mature clientele. Alice had conducted some investigation into this apparent failure and was concerned to discover that while there had been some initial success in attracting a more middle- aged customer during the off-season, there was little evidence of any re-booking.At the end of her first month in the job Alice called a meeting of all of the Complex’s supervisory staff to discuss her plans to improve the trading levels during the off-peak months of the year. She suggested that the complex needed to set up and market a number of activities that would be attractive to the more mature customer and that the staff would need to be flexible in their approach to their jobs. For example: The fitness centre could offer more sedate exercise programmes that would appeal to those who perhaps enjoyed walking in the countryside rather than the more dynamic needs of Skiers and Mountain Bikers. The sports shop could offer guided mountain tours with low-level valley walks for the less adventurous and for times when the weather was inclement. Alice also felt that there may be a market for bird watching excursions during the Spring months as she was aware that the Mountain High Complex was located in an area where many rare species of summer visiting birds could be found, if you knew where tolook. The night club could easily be used for ballroom and line dancing rather than the more brash ‘dance’ music enjoyed by younger ‘clubbers; She then asked the staff if they had any ideas that could be considered. The responses were not what she had hoped. Robert who managed the sports shop was openly hostile. He took the view that it was his job to serve the customers with their needs for skis and bikes and that it certainly wasn’t up to him to go wandering round the mountains with groups of unfit old folk in the Spring and Autumn. In his opinion everyone knew that his staff worked hard enough for the skiers and bikers in the winter and spring and they felt entitled to be able to ‘take it easy’ during the off-peak months. His view seemed to be shared by most of the others. They all seemed to resent the idea that they would have to deal with a different type of client in the quieter months of the year.Alice reluctantly decided to ask the staff to take some time to think about her proposals and to meet back with her again in two weeks time. She was aware that the Board of Directors had asked her to submit her report and associated proposals within three months of her starting the job and that time was running out. However she knew that she could not succeed without the help of the staff and that somehow she needed to convince them of the value of her ideas.Informal discussions with a number of the staff helped to confirm what Alice was already beginning to suspect. The staff were generally very enthusiastic about their particular area of expertise but had no interest whatsoever in anything else. The sports shop was a good example. The staff was all young, fit and fully committed to their sport of skiing. They were all experts and spent their free time in the winter out on the slopes. While at work they were more than willing to share their enthusiasm for skiing with anyone who came into the shop but had little time for non- skiers. In the summer months they turned their attention to mountain biking in the same way. Much the same situations existed in the sports centre, swimming pool and bars/night club.Alice was of the opinion that the way forward was to promote a culture of customer care, for all customers, amongst the staff at the Mountain High Hotel Complex. She decided that she would make this the theme of her report to the Board of Directors. If she could convince them to support an extensive programme of Customer Care Training, then she was sure that ever- increasing numbers of customers could be encouraged to come to the complex and just as importantly, to come back again and again.。
HND 客服报告正文
Creating a Culture of Customer CareH1F0 34Candidate Name:Grade and Class:Content1.0 Introduction (2)2.0 Expectation of internal and external customer (2)2.1 Internal Customers (2)2.2 External customer (3)3.0Establishment and maintenance of customer relationship (4)3.1 What is the customer relationship management (4)3.2 The benefits of CRM (4)3.3 How to establish CRM (4)4.0The way of organizing customer care training (5)5.0The qualitative and quantitative customer feedback (6)5.1 Quantitative research: (6)5.2 Qualitative research: (9)6.0 The key factors of after care (10)7.0Introduction and evaluation of customer care strategy (10)8.0Customer satisfaction and loyalty (12)9.0Introduction and evaluation of customer care standard (12)10.0 Suggestion on continuous improvement (14)References: (15)1.0 IntroductionPfizer incorporated is an American multinational pharmaceutical corporation headquartered in New York City, and with its research headquarters in Groton, Connecticut, United States. It is one of the world's largest pharmaceutical companies.This report is research the customer care of Pfizer incorporated. This report will research expectation of internal and external customer, Customer cultivate, Definition of customer relationship, The way of organizing customer care training, The qualitative and quantitative customer feedback, The key factors of after care, Introduction and evaluation of customer care strategy, Customer satisfaction and loyalty, Introduction and evaluation of customer care standard. Finally, put forward a reasonable proposal for the company's customer service.2.0 Expectation of internal and external customer2.1 Internal CustomersInternal customers are within the enterprise individuals and departments that to accept the services of other individuals or units of the enterprise. All employees of the company can be internal customersStaffs are company’s interior customer. Pfizer’s staffs need company improve them wages and need company think highly of them and they need promotion in this company. They also need improve them life level.2.2 External customerExternal customers are outside the enterprise individuals or institutions that buy the products or services provided. For example:Retailers: a merchant who sells goods at retailFinal customer: someone who pays for goods or services.Retailer and final customer is Pfizer company’s external customers. Pfizer company’s customer need the company can provide more information about drug and customer need the company can ensure the product has good quality and customer need company provide give after-sales service.3.0 Establishment and maintenance of customer relationship3.1 What is the customer relationship managementCustomer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers and prospects. The overall goals are to find, attract, and win new clients, service and retain those the company already has, entice former clients to return, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy3.2 The benefits of CRMAccording to the theory, the four benefits of customer relationship management is continued growth in revenue, the more affordable cost of sales, sales domino effect, and to increase the stability of the staff.3.3 How to establish CRMCustomer Profile : Collect the Customer Profile, including demographic information, consumer psychology, consumer demand and consumption behavior patterns, transaction records, credit and so on ，to fully understand the Customer Profile.Customer Segmentation: Establish Customer Segmentation, according to Customer desire and demand for products and services, is divided into different Customer groups, then according to the customers groups to provide products and services.Customer Satisfaction: Provide more than customer expectations of products and services.4.0 The way of organizing customer care trainingThere are 4 steps in customer care training, which is training needs analysis, training design, training delivery and training evaluation.(Roger,A_2002) For example about Pfizer company, they make a questionnaire about what do the employees need. And ask staffs some questions about customer care training face to face. Pfizer company leaders use this way to design training and analysis training needs. The company’s uses an office as training place and make a training schedule for staffs, and stipulate staffs must join in the training course. After staffs finish the training course, the company leader will make evaluation about the training. They will let the staffs who joined the training course receive customers and look them how solve some question during receive customers time. And evaluation staffs behavior is or not take some benefits to company.Pfizer company design customer care training contents for the staffs include service strategy, service standard, after-sales service and serve remedy, client demand analysis. The below table shows Pfizer company training design and training implement.5.0 The qualitative and quantitative customer feedbackQualitative analysis of definition is The qualitative research focuses on words and observations to find out reality, and attempts to describe people in natural situations (Jarvis,P.1992). Quantitative analysis of definition is the quantitative research grows out of a solid academic tradition that places considerable trust in numbers that represent opinions or concepts (Jarvis,P.1992).Questionnaire are choice to quantitative analysis method for customer feedback, the company selected interviews / observation method of qualitative analysis for customer feedback.5.1 Quantitative research:1: Your gender ( )A: man B: woman2: Your age ( )A: Under the age of 20 B: 20 to 39 C: 40 to 59 D: More than 603: Your career is ( )A: civil servants B: enterprise employees C: freelancers D: student E: teacher F: doctor G:4: Your record of formal schooling ( )A: Below the junior high school or junior high schoolB: Senior high schoolC: College or bachelor degreeD: Master's or master's degree and above.5: Do you know what pharmaceutical brands ( )A: Janssen B: Pfizer C: United Laboratories D: MRK6: Which one do you think the following words can best describe the company ( ) A: Specialty B: Reliable C: Expensive D: Innovation7: How do you feel the overall quality of the brand product ( )A: Very good B: Good C: General D: Bad E: Very bad8: What do you think of the brand product innovation consciousness ( )A: Very good B: Good C: General D: Bad E: Very bad9: Would you like to recommend the brand to others ( )A: Very willing B: Willing C: unwillingness D: very uncomfortable 10: Your loyalty to the brand ( )A: Need to buy drugs, no matter how I will buy this brand.B: Need to buy drugs; I try to use the brand.C: Whether to choose this brand, I don't care.D: Even if need to buy drugs, I will also try to avoid the brand choice.11, Whether you would like to learn more about the brand ( )A: Very willing B: Willing C: unwillingness D: very uncomfortable12: You do you satisfied with the quality of products our company:A: Very satisfied B: Satisfaction C: Unsatisfactory D: Very unsatisfactory13: What do you think of the company products prices compared with similar products industry: A: low B: flat C: is higher14: Do you think that the brand is very good ( )A: YES B: NO15: Please suggest us to us:Most people are very satisfied with the company's product quality.5.2 Qualitative research:Pfizer company send someone to interview with five questions.The questions are when contract, the sales staff explained to you the cost, if enables you to clearly understand the delivery costs?Sales staff whether explain drug matters needing attention for you？Are you satisfied with sales people?Do you satisfied with the whole company provide service?Does a drug have a positive effect on your illness?Customers are not satisfied with sales people. I hope we can improve the manners of sales personnel.Customers don't satisfied with the service of the company; hope the company to provide more comprehensive services. Customers do not like to use courier delivery. Hope the company can directly sent home delivery.6.0 The key factors of after careAfter-sale service has five key elements which is Apologize，Immediate response，Empathy，Symbolic atonement and Tracing.A woman drinking after the supplement appeared allergies. Pfizer made an apology to the customer, Refund the cost, damages the customer $ 500,000. And provide free medical examination every month over the next year to the customer.Pfizer was adopted Apologize，Immediate response, Symbolic atonement and Tracing.7.0 Introduction and evaluation of customer care strategyAccording to the theory, the design process of customer service strategy include:1. Development and evaluation of business strategy2. Key determinations of customer care strategy3. Creation of Creativities4. Evaluation and development of creativities5. Feasibility and Profit Assessment6. Clear roles and responsibilities7. Implementation Test8. Commercialization9. Evaluation and Double-loop learning (Wilson,J,P_1999)The charts below shows Pfizer company's customer service strategy which is Express delivery of goods directly to customersAs far as i am concerned, this customer service strategy is very good and successful, because this way attracts many customers. Customers can save a lot of time; their delivery logistics companies can also ensure the safety of the drug.8.0 Customer satisfaction and loyaltyThere are three principles which is repetition, relevance, recommendation. Repetition mean is frequently purchase products or services. Relevance mean is relevantly purchase products or services. Recommendation mean is Recommend products or services to potential customerMiss Marie has been buying Pfizer‘s health supplements from 2010. Because Miss Mary recommendation, her classmates and relatives to buy a Pfizer product.Because the company continuous innovation in them products. And they have good customers service and good after-sale service. So the principle of 3R customers increased year by year.9.0 Introduction and evaluation of customer care standardAccording to theory of customer design of customer service standard need to consider the following factors:•Recognize existing and expected contacting points from service map•Transfer expectation to action•Choose appropriate action for standard•Set soft or hard standard•Design reflection system for both soft and hard standard•Set hard indication and soft objective•Evaluate standard by indication and objective•Offer outcome of appraisal for staff•Evolve indication and objective(Morgan,D,L_1998)The map of customer service below shows about Pfizer receive customer buy a health supplements.The flow chart below gives information about Pfizer Customer service standard design.I think the standards are very good and succeed. Because these standard are benefits company’s sale and this is not difficult，staffs can easy master. And these can make customer a good impression.10.0 Suggestion on continuous improvement1．More children than adults need compensatory nutrition. But Pfizer health supplements are most adults, not specifically for children's health care products. So Pfizer can try to develop children's health care products.2. Pfizer can try to accept online orders.3. Pfizer for customer tracking service only twice a year. Too little. Suggest to 2 months at a time.References:Jarvis, P. (1992), Perspectives on adult education and training in Europe, National Institute of Adult Continuing Education, Leicester.Morgan, D. L. (1998b), ‘Practical Strategies for Combining Qualitative and Quantitative Methods: Applications for Health Research’, Qualitative Health Research, V ol. 8, pp. 362-76.Reid, M. A., Barrington, H. and Brown, M. (2004), Human Resource Development: beyond training interventions, CIPD.Roger, A. (2002), Teaching Adults, 3rd Edition, Open University Press, Buckingham.Smith, C. B. (1983), ‘Quantitative versus Qualitative Research: An Attempt to Clarufy the Issues’, Educational Researcher, V ol. 12, pp. 6-13.Wilson, J. P. (1999), Human Resource Management: Learning and training for individuals and organizations, Kogan.Yang, X. and Liao, Y. (2007), ‘Building Structure of Human Resource Development within Corporation’, Journal of Business Times, V ol. 31, pp. 52-53.Lee, Changuk and Chon, Kye-Sung (2000) “An investigation of multicultural training practices in the restaurant industry: the training cycle approach”, International Journal of Contemporary Hospitality Management, V ol. 12, No. 2, pp. 126-134.。
HND客服报告第二个作业
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3Research of customer care-----------------Samsung Electronics研究客户服务的————————————————三星电子Candidate name: Ma QianliGrade and Class: Financial services class 7Student ID: 9Submission day: of ContentsIntroduction 1care strategy 1Introduction of AXA’s customer care strategy 1 How Samsung build its customer care 2care standard 333Employee 333research of Samsung 's Qualitative and Quantitativecustomer feedback 4of business survey 4definitions and functions of qualitative Andquantitative methods4and quantitative methods that used in the feedback 5Evaluation of customer care strategy 5of customer care 介绍1客户服务策略1引入安盛的客户服务策略1如何构建它的客户关怀三星2客户关怀标准3环境3客户3员工3社区3供应商3研究的三星的定性和定量客户反馈4业务调查原因4的定义和功能的定性和定量方法4定性和定量方法,用于反馈5评价客户关怀战略5建议的客户关怀61.0 IntroductionIn this article, it mainly talks about the strategy of SamsungElectronics’s customer care. First, introduction of SamsungElectronics’s 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, community and supplier. Thenit chiefly refers to the SamsungElectronics's Qualitative and Quantitative customer feedback. Methods of questionnaire and interview are used in the customer feedback. After talking about the customer feedback, it analyses the date about feedback and have made a conclusion. At last, an evaluation of SamsungElectronics is given to show others. Some recommendations are also raised to improve SamsungElectronics’s customer care. 在本文中,主要讨论了SamsungElectronics战略的客户关怀。
趣味学英语(15)：面试时被问到“为什么想来这里工作？”这样回答最讨喜
趣味学英语（15）：面试时被问到“为什么想来这里工作？”这样回答最讨喜What interviewers really want to hear when they ask 'Why do you want to work here?'“为什么想来这里工作？”这是面试者几乎必然会被问到的一个问题，但这个简单的问题背后却有无限玄机。
怎么回答才能不出错呢？来听听一位资深HR的建议。
"So why do you want to work here?"“为什么你想来这里工作？”Eventually this question comes up in every interview. Over the course of the last 30 years, I have been and I continue to ask this question all the time.每次面试最终都会谈到这个问题。
在过去30年里，我一直在询问求职者这个问题，也将继续问下去。
I have learned there is a limited set of answers applicants give in response to this question and one particular answer is so much better than all the others. It leaves me with a much more favorable impression than any of the other answers.求职者听到这个问题时，有几种回答，其中有一种回答明显优于其它，给我留下更好的印象。
When I ask this question, here are some of the more common responses and what I am thinking when I hear each answer: 当我问到这个问题时，以下是一些更常见的回答，以及我听到这种回答时的想法：第一种回答："I have heard the work is challenging and that your company truly invests in providing training and development of its staff."“我听说这份工作很有挑战性，贵公司也为员工培训和个人发展投入了很多。
HND-客服报告正文
HND-客服报告正文Creating a Culture of Customer CareH1F0 34Candidate Name:Grade and Class:Content1.0 Introduction (2)2.0 Expectation of internal and external customer (2)2.1 Internal Customers (2)2.2 External customer (3)3.0Establishment and maintenance of customer relationship (4)3.1 What is the customer relationship management (4)3.2 The benefits of CRM (4)3.3 How to establish CRM (4)4.0The way of organizing customer care training (5)5.0The qualitative and quantitative customer feedback (6)5.1 Quantitative research: (6)5.2 Qualitative research: (9)6.0 The key factors of after care (10)7.0Introduction and evaluation of customer care strategy (10)8.0Customer satisfaction and loyalty (12)9.0Introduction and evaluation of customer care standard (12)10.0 Suggestion on continuous improvement (14)References: (15)1.0 IntroductionPfizer incorporated is an American multinational pharmaceutical corporation headquartered in New York City, and with its research headquarters in Groton, Connecticut, United States. It is one of the world's largest pharmaceutical companies.This report is research the customer care of Pfizer incorporated. This report will research expectation of internal and external customer, Customer cultivate, Definition of customer relationship, The way of organizing customer care training, The qualitative and quantitative customer feedback, The key factors of after care, Introduction and evaluation of customer care strategy, Customer satisfaction and loyalty, Introduction and evaluation of customer care standard. Finally, put forward a reasonable proposal for the company's customer service.2.0 Expectation of internal and external customer2.1 Internal CustomersInternal customers are within the enterprise individuals and departments that to accept the services of other individuals or units of the enterprise. All employees of the company can be internal customersInternal Customers IntroductionPackage Artwork Specialist The Package Artwork Project Specialist will be responsible for implementing product artwork renewal, design and coordinating approval cycle for China in-line and new products.Staffs are company’s interior customer. Pfizer’s staffs need company improve them wagesand need company think highly of them and they need promotion in this company. They also need improve them life level.2.2 External customerExternal customers are outside the enterprise individuals or institutions that buy the products or services provided. For example:Retailers: a merchant who sells goods at retailFinal customer: someone who pays for goods or services.Retailer and final customer is Pfizer company’s external customers.Pfizer company’s customer need the company can provide more information about drug and customer need the company can ensure the product has good quality and customer need company provide give after-salesservice.3.0 Establishment and maintenance of customer relationship3.1 What is the customer relationship managementCustomer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers and prospects. The overall goals are to find, attract, and win new clients, service and retain those the company already has, entice former clients to return, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy3.2 The benefits of CRMAccording to the theory, the four benefits of customer relationship management is continued growth in revenue, the more affordable cost of sales, sales domino effect, and to increase the stability of the staff.3.3 How to establish CRMCustomer Profile : Collect the Customer Profile, including demographic information, consumer psychology, consumer demand and consumption behavior patterns, transaction records, credit and so on ，to fully understand the Customer Profile.Customer Segmentation: Establish Customer Segmentation, according to Customer desire and demand for products and services, is divided into different Customer groups, then according to the customers groups to provide products and services.Customer Satisfaction: Provide more than customer expectations of products and services.4.0 The way of organizing customer care trainingThere are 4 steps in customer care training, which is training needs analysis, training design, training delivery and training evaluation.(Roger,A_2002) For example about Pfizer company, they make a questionnaire about what do the employees need. And ask staffs some questions about customer care training face to face. Pfizer company leaders use this way to design training and analysis training needs. The company’s uses an office as training place and make a training schedule for staffs, and stipulate staffs must join in the training course. After staffs finish the training course, the company leader will make evaluation about the training. They will let the staffs who joined the training course receive customers and look them how solve some question during receive customers time. And evaluation staffs behavior is or not take some benefits to company.Pfizer company design customer care training contents for the staffs include service strategy, service standard, after-sales service and serve remedy, client demand analysis. The below table shows Pfizer company training design and training implement.Training needs analysis Pfizer need to promote new rhinitis medicineto the customer. So Pfizer need to train agroup of salesman.Training design Interpretation of the marketing skills andTraining needs for two weeks.6 hours of classtime every day.Training delivery Explain the drug treatment principle and theadvantages compared with other drugs. Training evaluation Use the sales and complaints to judgment.5.0 The qualitative and quantitative customer feedbackQualitative analysis of definition is The qualitative research focuses on words and observations to find out reality, and attempts to describe people in natural situations (Jarvis,P.1992). Quantitative analysis of definition is the quantitative research grows out of a solid academic tradition that places considerable trust in numbers that represent opinions or concepts (Jarvis,P.1992).Questionnaire are choice to quantitative analysis method for customer feedback, the company selected interviews / observation method of qualitative analysis for customer feedback.5.1 Quantitative research:1: Your gender ( )A: man B: woman2: Your age ( )A: Under the age of 20 B: 20 to 39 C: 40 to 59 D: More than 603: Your career is ( )A: civil servants B: enterprise employees C: freelancers D: student E: teacher F: doctor G:4: Your record of formal schooling ( )A: Below the junior high school or junior high schoolB: Senior high schoolC: College or bachelor degreeD: Master's or master's degree and above.5: Do you know what pharmaceutical brands ( )A: Janssen B: Pfizer C: United Laboratories D: MRK6: Which one do you think the following words can best describe the company ( ) A: Specialty B: Reliable C: Expensive D: Innovation7: How do you feel the overall quality of the brand product ( )A: Very good B: Good C: General D: Bad E: Very bad8: What do you think of the brand product innovation consciousness ( )A: Very good B: Good C: General D: Bad E: Very bad9: Would you like to recommend the brand to others ( )A: Very willing B: Willing C: unwillingness D: very uncomfortable 10: Your loyalty to the brand ( )A: Need to buy drugs, no matter how I will buy this brand.B: Need to buy drugs; I try to use the brand.C: Whether to choose this brand, I don't care.D: Even if need to buy drugs, I will also try to avoid the brand choice.11, Whether you would like to learn more about the brand ( )A: Very willing B: Willing C: unwillingness D: very uncomfortable12: You do you satisfied with the quality of products our company:A: Very satisfied B: Satisfaction C: Unsatisfactory D: Very unsatisfactory13: What do you think of the company products prices compared with similar products industry:A: low B: flat C: is higher14: Do you think that the brand is very good ( )A: YES B: NO15: Please suggest us to us:12A: Very satisfiedB: SatisfactionC: UnsatisfactoryD: Very unsatisfactoryMost people are very satisfied with the company's product quality.5.2 Qualitative research:Pfizer company send someone to interview with five questions.The questions are when contract, the sales staff explained to you the cost, if enables you to clearly understand the delivery costs?Sales staff whether explain drug matters needing attention for you？Are you satisfied with sales people?Do you satisfied with the whole company provide service?Does a drug have a positive effect on your illness?Customers are not satisfied with sales people. I hope we can improve the manners of salespersonnel. Customers don't satisfied with the service of the company; hope the company to provide more comprehensive services. Customers do not like to use courier delivery. Hope the company can directly sent home delivery.6.0 The key factors of after careAfter-sale service has five key elements which is Apologize，Immediate response，Empathy，Symbolic atonement and Tracing.A woman drinking after the supplement appeared allergies. Pfizer made an apology to the customer, Refund the cost, damages the customer $ 500,000. And provide free medical examination every month over the next year to the customer.Pfizer was adopted Apologize，Immediate response, Symbolic atonement and Tracing.7.0 Introduction and evaluation of customer care strategyAccording to the theory, the design process of customer service strategy include:1. Development and evaluation of business strategy2. Key determinations of customer care strategy3. Creation of Creativities4. Evaluation and development of creativities5. Feasibility and Profit Assessment6. Clear roles and responsibilities7. Implementation Test8. Commercialization9. Evaluation and Double-loop learning (Wilson,J,P_1999)The charts below shows Pfizer company's customer service strategy which is Express delivery of goods directly to customersReason to create the customer service strategy A lot of customers don't like to run long distances for buy health supplementsService originality The company commissioned FedExdoor-to-door.Feasibility evaluate and profitability evaluate Although many customers like this way. But because of the FedEx regulatory issues, many packages are replaced. So Pfizer set up their own logistics company are responsible for door-to-door delivery.As far as i am concerned, this customer service strategy is very good and successful, because this way attracts many customers. Customers can save a lot of time; their delivery logisticscompanies can also ensure the safety of the drug.8.0 Customer satisfaction and loyaltyThere are three principles which is repetition, relevance, recommendation. Repetition mean is frequently purchase products or services. Relevance mean is relevantly purchase products or services. Recommendation mean is Recommend products or services to potential customerMiss Marie has been buying Pfizer‘s health supplements from 2010. Because Miss Mary recommendation, her classmates and relatives to buy a Pfizer product.Because the company continuous innovation in them products. And they have good customers service and good after-sale service. So the principle of 3R customers increased year by year.9.0 Introduction and evaluation of customer care standardAccording to theory of customer design of customer service standard need to consider the following factors:•Recognize existing and expected contacting points from service map•Transfer expectation to action•Choose appropriate action for standard•Set soft or hard standard•Design reflection system for both soft and hard standard•Set hard indication and soft objective•Evaluate standard by indication and objective•Offer outcome of appraisal for staff•Evolve indication and objective(Morgan,D,L_1998)The map of customer service below shows about Pfizer receive customer buy a health supplements.The flow chart below gives information about Pfizer Customer service standard design.Expect Behavior StandardWarm and sweet 1.near with customer2.deliver positive energy3.establishing a bond 1.smile with customer2.talk with people eye to eye3.mail relationEfficiency 1.introduce goods2.answer customer’s question 1.know every goods2.can speediness solve customer’s problemCharacteristic Accept phone orders. Exclusive logistics delivery.I think the standards are very good and succeed. Because these standard are benefits company’s sale and this is not difficult，staffs can easy master. And these can make customer a good impression.10.0 Suggestion on continuous improvement1．More children than adults need compensatory nutrition. But Pfizer health supplements are most adults, not specifically for children's health care products. So Pfizer can try to develop children's health care products.2. Pfizer can try to accept online orders.3. Pfizer for customer tracking service only twice a year. Too little. Suggest to 2 months at a time.References:Jarvis, P. (1992), Perspectives on adult education and training in Europe, National Institute of Adult Continuing Education, Leicester.Morgan, D. L. (1998b), ‘Practical Strategies for Combining Qualitative and Quantitative Methods: Applications for Health Research’, Qualitative Health Research, Vol. 8, pp. 362-76.Reid, M. A., Barrington, H. and Brown, M. (2004), Human Resource Development: beyond training interventions, CIPD.Roger, A. (2002), Teaching Adults, 3rd Edition, Open University Press, Buckingham.Smith, C. B. (1983), ‘Quantitative versus Qualitative Research: An Attempt to Clarufy the Issues’, Educational Researcher, Vol. 12, pp. 6-13.Wilson, J. P. (1999), Human Resource Management: Learning and training for individuals and organizations, Kogan.Yang, X. and Liao, Y. (2007), ‘Building Structure of Human Resource Development within Corporation’, Journal of Business Times, Vol. 31, pp. 52-53.Lee, Changuk and Chon, Kye-Sung (2000) “An investigation of multicultural training practices in the restaurant indus try: the training cycle approach”, International Journal of Contemporary Hospitality Management, Vol. 12, No. 2, pp. 126-134.。
怎么更好服务客人英语作文
怎么更好服务客人英语作文Title: Enhancing Customer Service: Strategies for Excellence。
In today's globalized world, providing excellent customer service is paramount for businesses to thrive and succeed. Effective communication, understanding customer needs, and exceeding expectations are essential components of superior service. This essay explores strategies to enhance customer service, focusing on improving English communication skills.Firstly, mastering English communication is crucial for delivering exceptional service to English-speaking customers. Employees should undergo regular English language training sessions to improve their proficiency. This can include vocabulary building, role-playing scenarios, and practicing active listening. By enhancing English language skills, employees can effectively understand and respond to customer inquiries, resulting inbetter service experiences.Secondly, cultural competence plays a significant role in serving customers from diverse backgrounds. Understanding cultural nuances and customs helps inbuilding rapport and trust with customers. Employees should be trained to recognize and respect cultural differences, ensuring that interactions are respectful and inclusive. Additionally, learning about the cultural context of English-speaking countries can facilitate smoother communication and foster positive relationships with customers.Furthermore, embracing technology can streamline the customer service process and enhance efficiency. Implementing chatbots or automated systems withmultilingual capabilities can provide immediate assistance to customers, even outside of regular business hours. These tools can handle basic inquiries and redirect more complex issues to human agents, optimizing response times and improving overall satisfaction.Moreover, fostering a customer-centric culture within the organization is essential for delivering outstanding service. Employees should be empowered to go above and beyond to meet customer needs and resolve issues promptly. Encouraging a proactive approach to service delivery cultivates a culture of excellence where every interaction is an opportunity to delight customers.Additionally, soliciting feedback from customers is invaluable for identifying areas of improvement and addressing customer concerns. Implementing surveys, feedback forms, or suggestion boxes allows customers to voice their opinions and provide insights into their service experiences. Analyzing this feedback enables businesses to make informed decisions and implement changes that enhance the overall customer service experience.Furthermore, creating personalized experiences can significantly impact customer satisfaction. By leveraging customer data and preferences, businesses can tailor their interactions to meet individual needs and preferences. This can include personalized recommendations, special offers,or targeted communications, demonstrating attentiveness and care towards customers.In conclusion, providing exceptional customer service requires a combination of effective communication, cultural competence, technological innovation, and a customer-centric mindset. By prioritizing English language proficiency, embracing diversity, leveraging technology, fostering a customer-centric culture, soliciting feedback, and personalizing experiences, businesses can elevate their customer service standards and achieve long-term success.By implementing these strategies, businesses can establish themselves as leaders in customer service excellence and build lasting relationships with their English-speaking customers.。
好的客户服务关怀英语作文
好的客户服务关怀英语作文Providing excellent customer service is essential for the success of any business. It is the key to building strong relationships with customers, fostering brand loyalty, and driving long-term growth. Good customer service not only meets the basic needs of customers but also goes above and beyond to exceed their expectations. In today's competitive market, companies that prioritize customer service often have a significant advantage over their rivals.At the core of good customer service is a genuine care and concern for the customer's needs and preferences. Effective customer service representatives must possess a deep understanding of the products or services they are offering, as well as the ability to listen attentively and respond empathetically to customer inquiries and concerns. They must be patient, adaptable, and willing to go the extra mile to ensure customer satisfaction.One of the most important aspects of good customer service is responsiveness. Customers expect prompt and efficient assistance when they reach out to a company. Whether it's answering a phonecall, responding to an email, or addressing an issue in person, the customer service team must be readily available and able to provide a timely resolution. Delayed responses or unresolved problems can quickly erode customer trust and lead to negative perceptions of the brand.In addition to being responsive, customer service representatives must also be knowledgeable and capable of providing accurate and reliable information. Customers often turn to a company's customer service team for guidance and support, and they expect to receive clear and comprehensive answers to their questions. By demonstrating a deep understanding of the products or services, customer service representatives can build trust and credibility with customers, which can lead to repeat business and positive word-of-mouth referrals.Another key aspect of good customer service is empathy and personalization. Customers want to feel valued and understood, and they appreciate when customer service representatives take the time to listen to their concerns and tailor their responses accordingly. This might involve acknowledging the customer's emotions, offering customized solutions, or simply providing a personalized touch that makes the customer feel heard and respected.Effective customer service also requires a proactive and solution-oriented approach. Rather than simply reacting to customer issues, the best customer service teams anticipate potential problems and take proactive steps to address them before they escalate. This might involve regularly checking in with customers, offering preemptive troubleshooting advice, or identifying and addressing common pain points before they become a source of frustration.In addition to these core elements, good customer service also requires a strong commitment to continuous improvement. The customer service landscape is constantly evolving, and companies must be willing to adapt and refine their strategies to keep pace with changing customer expectations and industry trends. This might involve investing in new technologies, implementing customer feedback mechanisms, or providing ongoing training and development for customer service staff.Ultimately, the impact of good customer service cannot be overstated. Customers who receive exceptional service are more likely to become loyal brand advocates, spreading positive word-of-mouth and driving repeat business. They are also more likely to forgive minor mistakes or issues, as long as the customer service team responds with empathy, competence, and a genuine desire to resolve the problem.In contrast, poor customer service can have a devastating impact ona company's reputation and bottom line. Disgruntled customers are quick to share their negative experiences online and through social media, which can quickly erode consumer trust and lead to a significant loss of business. Moreover, the cost of acquiring new customers is often much higher than the cost of retaining existing ones, making good customer service a critical component of a company's long-term success.In conclusion, good customer service is a fundamental driver of business success in today's competitive landscape. By prioritizing responsiveness, knowledge, empathy, and continuous improvement, companies can build strong, lasting relationships with their customers and position themselves for long-term growth and success. Ultimately, the companies that invest in creating a culture of exceptional customer service will be the ones that thrive in the years to come.。
客户关怀英语
客户关怀英语Customer CareIn today's highly competitive business landscape, providing exceptional customer care has become a crucial element in maintaining a successful and thriving enterprise. Effective customer care not only fosters brand loyalty but also serves as a powerful tool in differentiating a company from its competitors. By prioritizing the needs and concerns of customers, businesses can establish a strong foundation of trust and rapport, ultimately leading to long-term success.At the heart of customer care lies the ability to understand and empathize with the customer's perspective. Customers today are more informed and discerning than ever before, and they expect a level of service that goes beyond mere transactions. They seek personalized attention, prompt and efficient problem-solving, and a genuine commitment to their satisfaction.One of the key aspects of customer care is effective communication. Businesses must strive to create an open and approachable dialogue with their customers, encouraging them to voice their feedback,concerns, and suggestions. This open communication allows companies to gain valuable insights into the needs and preferences of their target audience, enabling them to tailor their products and services accordingly.Moreover, customer care extends beyond the initial point of contact. Businesses must ensure that their customer service teams are equipped with the necessary knowledge, resources, and empowerment to address customer inquiries and concerns in a timely and satisfactory manner. This includes providing comprehensive training, establishing clear communication channels, and empowering frontline employees to make decisions that prioritize the customer's best interests.In the digital age, the importance of online customer care cannot be overstated. With the proliferation of e-commerce and the widespread use of social media, customers expect seamless and responsive support across multiple digital platforms. Companies that invest in developing robust online customer care strategies, such as user-friendly chatbots, responsive social media engagement, and efficient email support, are more likely to build strong relationships with their customers and enhance their overall brand reputation.Another crucial aspect of customer care is personalization. Customers today crave a sense of individuality and recognition, andbusinesses that can tailor their interactions and offerings to meet the unique needs of each customer are more likely to foster a sense of loyalty and trust. This may involve gathering and analyzing customer data, creating personalized marketing campaigns, and offering customized solutions to address specific customer challenges.Finally, the success of a customer care strategy relies heavily on the commitment and engagement of the entire organization. From the top-level management to the frontline employees, everyone must be aligned with the company's customer-centric values and empowered to deliver exceptional service. This requires a comprehensive training and development program, as well as a culture that prioritizes the customer's experience and recognizes the contributions of those who excel in customer care.In conclusion, effective customer care is a strategic imperative for businesses seeking to thrive in today's competitive landscape. By prioritizing the needs and concerns of their customers, companies can build lasting relationships, enhance their brand reputation, and ultimately drive long-term growth and success. As the business world continues to evolve, the importance of exceptional customer care will only become more pronounced, making it a crucial investment for any forward-thinking organization.。