Customer Care of Sony

Topics: Customer service, Camera, Sales Pages: 12 (3389 words) Published: June 6, 2013
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Customer Care
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E-2
Guoyu
摘要
The introductory of the Customer care

I.Introduction6
II.Expectation of internal and external customer6
III.Establishment and maintenance of customer relationship8
1.Advantages8
(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.Evaluation8
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 training8

1.The training content9
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 management9

V.The qualitative and quantitative customer feedback10
VI.The key factors of after care12
VII.Introduction and evaluation of customer care strategy12
VIII.Customer satisfaction and loyalty14
IX.Appendix 115
X.Appendix 215
1.What kind of camera do you own?15
A Telecamera Bcamera C tiny slr camera D slr camera15 2. What do you use for?15
ATraveling B working C others15
3. which age level are you in16
A.below 20 B.between 20 and 29 C.between 30 and 39 D. Above 4016 4. Which industry are you in?16
A.Fiance B .EDUCATION C.service16
D. others16
5. Sex?16
A maleB female16
6. Are you satisfied about assistant attitude toward you when you met your question?16 A much satisefied B satisefied C normal D dissatisefied16
7 Are you satisefied with the salesman when you put forward your query16 A much satisefied B satisefied C normal D dissatisefied16
8 Is the service proper to you? Yes no16
9 Is the information adequate that the counselor gave you?17 A much satisefied B satisefied C normal D dissatisefied17
10. Do you feel at ease about Sony Products? Yes no17
11 When you browse the official website, your feeling is17
A convenien17
C.Profession17
B Fashion17
12 When you browse the official website, the feather of it is17 A individualityB focused C comfortable D.sence influence17 1317
What aspect are you concerned most whe you buy camera?17
AVogue and tiny B various function Cstrong hand operationD simpy and eay to contol17 14 what extent of knowledge do you know about photography17 A.professional and systematical B.comprehensive CBasic c17

15 As for the service needed, can he or she react rapidly YES NO18 16 Were the sales assistants tender, considerate and helpful? YES NO18 17 What do you feel about the package of SONY product?18

A comfortableBsimpleC genereous D Vogue18
18 Is the attitude of repairing as same as buying?18
19 What the attitude of the sales assistant is18
Kind careful and patient enthusiastic and humorous gentle to provide service impatient18 21 wha is the product appearance?18
A. Color18
B. The comfort ability of external material18
C. The comfort ability of hand belt18
D. The surface smooth of the camera18
22.the battery capacity18
A much satisefied B satisefied C normal D dissatisefied18
the capacity of memory card A much satisefied B satisefied C normal D...
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