HND 大二 客户服务文化构建 报告

HND 大二 客户服务文化构建 报告(本人已过) Report for Creating a Culture of Customer Care (DJ4234) Outcome 3 Sony the

HND 大二 客户服务文化构建 报告(本人已过) Report for Creating aCulture of Customer Care (DJ4234) Outcome 3 Sony the customer care strategy Candidate name: Grade and Class: Student ID: Submission day: Table of content I. Introduction ................................................................................................. ........ 3II. Development of the Sony’s Customer Care Strategy ........................................ 32.1 Introduction of Sony’s CCS ........................................................................... 32.2 How Sony design and implement its CCS ..................................................... 4III. Establishment of the Sony’s Customer Care standards .................................. 43.1 The process of designing customer care standard in Sony ........................... 43.2 Examples of customer care service standard in Sony ................................... 5IV. The research of Sony’s Qualitative and Quantitative customer feedback ....... 54.1 Research planning