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1、Report on Customer Care Strategy in Samsung Prepared for:EacoCandidate name: Peng ZiweiGrade and Class: International business Class 6Student Number: 20125644Table of Contents1.0 Summary. 3 2.0 Introduction. 33.0 Procedures. 34.0 Findings. 4 4.1 Customer care strategy. 4 4.1.1 Introduction of Samsun

2、g 4.1.2Samsungs Business Principle 4.1.3 Introduction of Samsungs customer care strategy 4.2 Customer care systems. 4 4.3 Customer care standard. 6 4.3.1Environment 4.3.2Customer 4.3.3Employee 4.3.4Community 4.3.5Supplier 4.4 The research of Samsung 's customer feedback.7 5.0 Evaluation.7 6.0 Co

3、nclusion.87.0 Recommendation.88.0 Reference.99.0 Appendices.101.0 SummarySamsung Group is a South Korean multinational conglomerate company headquartered in Samsung Town, Seoul. It comprises numerous subsidiaries and affiliated businesses, most of them united under the Samsung brand, and is the larg

4、est South Korean chaebol.Recently, its Galaxy S4 and Note III become popular with so many young people. But most of its electric products have problems easily.The customers are curious about Samsung as a worldwide company how to solve customer services.And what the customer care strategy is.2.0 Intr

5、oductionThis report, mainly talks about the strategy of Samsungs customer care. First, the introduction of Samsungs 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, communit

6、y and supplier. Then it chiefly refers to the Samsung 's customer feedback. Methods of questionnaire and telephone interview are used in the customer feedback. After talking about the customer feedback, it analyses about feedback and have made a conclusion. At last, an evaluation of Samsung Elec

7、tronics is given by author. Some recommendations are also given to improve Samsung s customer care. 3.0 ProceduresTo finish the report mainly though browsing the website and read some books about Samsung to search many useful information.To gather required more detailed information to produce this r

8、eport extensive use was made of the questionnaire, this was the most effective way of obtaining data. 4.0 Findings4.1 Customer care strategy4.1.1 Introduction of Samsung Samsung was founded by Lee Byung-chul in 1938 as a trading company. Over the next three decades the group diversified into areas i

9、ncluding food processing, textiles, insurance, securities and retail.Since the 1990s Samsung has increasingly globalized its activities, and electronics, particularly mobile phones and semiconductors, have become its most important source of income.4.1.2 Samsungs Business PrincipleSamsungs Managemen

10、t Philosophy is to “devote to our human resources and technology to create superior products and services,thereby contributing to a better global society.”4.1.3 Introduction of Samsungs customer care strategySamsung since its establishment, has wholeheartedly committed to the customer service work &

11、quot;to provide customers with high quality and perfect service. ""No complaints of service is the greatest benefit of our business. "In company, every department will try their best to do "customer satisfaction". Every year, the company always send the managers and technica

12、l staff on mission to Korean Samsung Headquarter to study and training. Samsung in order to ensure global leadership and unity, and every company can give the perfect customer care.4.2 Customer Care SystemsSamsung set up a specific customer care department in order to build Customer Care System bett

13、er. Samsung regularly conducts studies to better understand customers behaviors and expectations. “People-oriented” is the overall concept of Samsung insurance, the company makes every Samsung customers, sales staff and workers be fully embodied values. Not a single company can guarantee that every

14、products are perfect. If a customer buy Samsung products need after-sales service, their powerful Customer Care Systems will present immediately to you. The customer often hear the counter said "The product is broken, please find the factory ." Some company choose to shirk the responsibili

15、ty. However, Samsung will first time put forward that "where is the right place should help customers to solve the problems" , a new mode of after-sale service.l Get the support of dealers In order to coordinate this measure, Samsung should to get the support of dealers. So almost every we

16、ek they always to search the key dealer, and give support to solve problems together. Their after-sales service station spread all over the country.l Set operational priorities or catalystsIn order to achieve leadership ambition, the Samsung Group has established its strategy around a business model

17、 and a set of clearly defined operational priorities. Samsung has set five operational priorities or catalysts for change: product innovation,core business expertise, distribution management, quality of service, productivity. l Responsible behaviourIt is through adopting a responsible behaviour, as

18、well as through sustainable added-value products and services, that the Group is able to most effectively participate in social, environmental and economic progress. Samsung 's responsibility towards shareholders includes ensuring the long-term viability of the company through sound and transpar

19、ent corporate governance and a culture of business ethics, supported by Samsung 's Standards and code of ethics. They also encourage and reward environmentally responsible behaviour. They also support employee well-being and take some measures to monitor employee to improve the efficiency so tha

20、t they can develop the organization.4.3 Customer care standard4.3.1 EnvironmentSamsung is responsible for the environmental protection.Using environmental protection material and pay attention to recycling.Samsung Group working to improve the material life, and respond to call of the world's emi

21、ssions, the use of green energy.Samsung commits to support the fight against climate change and other environmental protection efforts.Samsung is also aware of the role they can play in promoting environmental awareness among our stakeholders.4.3.2 CustomerSamsung Group is committed to the internati

22、onal line of electronic products manufacturing.Samsung Group is committed to improving people's material life.Samsung Group is committed to the cause of the world's communications.4.3.3 EmployeeSamsung takes responsibility in employees workplace，providing a comfortable and secure situation.S

23、amsung strives to be a responsible employer, placing employee engagement at the heart of its business strategy. Samsung fosters diversity and equal opportunities for all.Samsung promotes employee participation, encourages professional development, and supports employee well-being.4.3.4Community

24、Samsung takes responsibility towards civil society.Samsung strives to play a positive role in society, by building a culture that promotes employee volunteering.Samsung is committed to charities that donate money to help poor people.Samsung is also committed to sharing our business expertise by help

25、ing to build better understanding of the risks faced by individuals and society at large.4.3.5SupplierSamsung integrates social and environmental criteria in the selection and management of our suppliers.4.4 The research of Samsung 's customer feedbackTo improve efficiency and attract more custo

26、mers, Samsung have done a lot of surveys, they can make the target through the survey. The main reason of business survey is that they can improve their customer service so that the business can be expanded all over the world by more eyesight from customers to make more profit. There are two academi

27、c functions of the research: setting or creating hypothesis and in-depth research. The research sources from a solid academic tradition that places accepted trust in numbers that represent opinions or concepts.Samsung regularly conducts studies to better understand customers' behaviors and expec

28、tations. They according to the questionnaire to know the problems about the company, which will better understand the requirement of the customers and improve the customer service.But the questionnaire include is limited and simple. It takes a long time to collect questionnaires. So some will use te

29、lephone interviewing survey, it like has a face-to-face time to chat and find out some deep problems they should make better.5.0 EvaluationSamsung try their best to uses different ways to know what problem exist in company and find out the solution to improve their customer care. The company always

30、adhere to send out managers and technical staff to training from weeks to months which is the best way to develop customer care strategy. Samsung always understand customers trends , and meet the needs of customers. Whats more, they would help them to solve the problem for the first time.6.0 Conclus

31、ionSamsung is really focus on customer service, they always uphold the company ideas, and create new products while contribute on customer service. According to the questionnaire and telephone interview, Samsung update its customer care strategy through collect feedback from customers. Samsungs busi

32、ness principle is reasonable and deserve to advocated. Whats more, Samsungs customer care standard is from different sides to regulate,such as environment, customer, employee, community and supplier.However, there are many problems exist for better development in the future.7.0 Recommendation a. Sam

33、sung customer service when making should increase the intensity of small and medium cities and make special strategy for them to meet various kinds of needs so that they can have a better reputation at home and abroad. b. Samsung should develop world strategy to serve the customer around the world,

34、providing characteristic service according to the different custom. c. To collect feed back from customers, Samsung can visit customers in person. Meanwhile, sending new products to long-term customers or some cooperate companies to try it. These customers can give Samsung more detail advise to help

35、 the company improve customer service and technology.d. Samsung can increase the welfare of employees to motivate all the staff work hard and reward the employees more.e. Do more advertisements to propagandize Samsungs customer care system. It has supervisory function. The customers can provide advi

36、se for Samsung in time.8.0 Reference"The Top 225 International Contractors 2013". E. Retrieved 2013-08-25. "The World's Best Amusement Parks". F. 2002-03-21. Retrieved 2010-09-11. "Cheil Worldwide Inc (030000:Korea SE)". . Retrieved 2010-09-16."South Koreas eco

37、nomy What do you do when you reach the top?". The Economist. 12 November 2011. Retrieved 11 January 2012. "Samsung and its attractions Asias new model company". The Economist. 1 October 2011. Retrieved 11 January 2012. "Customers, suppliers & partners". rolls-. Retrieved

38、 2011-02-07.Business Wire (2011-12-06), Biogen Idec, Inc. (Massachusetts) (BIIB) Teams With Samsung Corporation on $300 Million Biosimilar Venture(press release), BioSpace, , retrieved 2012-01-03 "Seagate Completes Acquisition of Samsungs Hard Disk Drive Business". Seagate. Retrieved 8 February 2012.9.0 Appendices Questionnaire1.Do you know Samsung Electronics? A .Yes &#