Customer Care of Sony
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Customer Care
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E-2
Guoyu
摘要
The introductory of the Customer care
I． Introduction 6 II． Expectation of internal and external customer 6 III． Establishment and maintenance of customer relationship 8 1. Advantages 8
（1）continuous in increase in making profits（2） much lower in the cost of sales（3）increase the stability of staffs (4) generate the effect of sales domino. 8 2. Evaluation 8
As far the situation for Sony is not positive one. Because of this, Sony Corporation should precede future development in customer relationship. The sales experience continuous depression those years. More and more staffs were laid out. That is the last thing that the corporation could do to maintain current operation. 8 3. How. 8
The marketing approaches for Sony Corporation are shown below. The Sony Corporation set the customer in specific organization. Sony Photograph club offers the access for the beginner to study. The members gather together to discuss the style they are used to play the camera. The mail marketing is basic way for most companies to popularize its products that Sony also does. 8
IV． The way of organizing customer care training 8 1. The training content 9
This corporation provides the training in customer care strategy, customer standard, customer development, demand analysis, customer feedback management, after-sale service and service compensation, effective customer communication, customer rapport management 9 V． The qualitative and quantitative customer feedback 10
VI． The key factors of after care 12 VII． Introduction and evaluation of customer care strategy 12 VIII． Customer satisfaction and loyalty 14 IX． Appendix 1 15 X． Appendix 2 15
1.What kind of camera do you own? 15
A Telecamera Bcamera C tiny slr camera D slr camera 15
2. What do you use for? 15
ATraveling B working C others 15
3. which age level
Customer Care
-------------------------------------------------
E-2
Guoyu
摘要
The introductory of the Customer care
I． Introduction 6 II． Expectation of internal and external customer 6 III． Establishment and maintenance of customer relationship 8 1. Advantages 8
（1）continuous in increase in making profits（2） much lower in the cost of sales（3）increase the stability of staffs (4) generate the effect of sales domino. 8 2. Evaluation 8
As far the situation for Sony is not positive one. Because of this, Sony Corporation should precede future development in customer relationship. The sales experience continuous depression those years. More and more staffs were laid out. That is the last thing that the corporation could do to maintain current operation. 8 3. How. 8
The marketing approaches for Sony Corporation are shown below. The Sony Corporation set the customer in specific organization. Sony Photograph club offers the access for the beginner to study. The members gather together to discuss the style they are used to play the camera. The mail marketing is basic way for most companies to popularize its products that Sony also does. 8
IV． The way of organizing customer care training 8 1. The training content 9
This corporation provides the training in customer care strategy, customer standard, customer development, demand analysis, customer feedback management, after-sale service and service compensation, effective customer communication, customer rapport management 9 V． The qualitative and quantitative customer feedback 10
VI． The key factors of after care 12 VII． Introduction and evaluation of customer care strategy 12 VIII． Customer satisfaction and loyalty 14 IX． Appendix 1 15 X． Appendix 2 15
1.What kind of camera do you own? 15
A Telecamera Bcamera C tiny slr camera D slr camera 15
2. What do you use for? 15
ATraveling B working C others 15
3. which age level