HND 客服报告.doc

I. Introduction This article purport analysis Volkswagen company custom service tactic. Generally speaking, customer service can divide into macrography and microcosmic customer service. This article only study macrography customer service. Include customer service tactic, standard, customer feedback and Customer Evaluation. Pass this article analysis we can understand Volkswagen company customer service tactic and normative design flow, understand customer feedback Collecting Methods. Last about company customer put forward reasonable advise. II. Development of the Volkswagens Customer Care Strategy 2.1 Introduction of Volkswagens CCS Shanghai Volkswagen for customers definition not only limited to have this brand owners, including the principle of intention to potential users of all people and Shanghai Volkswagen. Customer development center call 800 for each person to provide products and service information, the nearest Shanghai Volkswagen dealers situation introduced to his. In addition, direct mail center, also is the Shanghai Volkswagen customer development center for customer relationship management important platform. From here to send to the public of the client direct the activities of introduction, with member magazine, there are special greetings, become emotional connections of the link. Security is in hardware configuration serious consideration of a problem, besides using firewall, anti-virus software beyond, all the data transfer were a SSL encryption mechanism, ensure the stability of the system, to ensure the safety of the user data. Customer development center through direct mail, exhaled phone, email and text message the method of combining keeping close contact with customers.According to Shanghai Volkswagen customer development center for the preservation of the current customer information and clean up the way to establish the customer service, including sales and after-sales service, used car replacement, and other one-stop services of histo