customer-care-report-in-company

IntroductionHutchisonWhampoaLimited(HWL)isaleadinginternationalcorporationcommittedtoinnovationandtechnologywithbusinessesspanningtheglobe.Itsdiversearrayofholdingsrangefromsomeoftheworld'sbiggestportoperatorsandretailerstopropertydevelopmentandinfrastructuretothemosttechnologically-advancedandmarketing-savvytelecommunicationsoperators.HWLreportsturnoverofapproximatelyHKD301billion(USD39billion)andHKD153billion(USD20billion)fortheyearended31December2009andforthesixmonthsended30June2010respectively.Withoperationsin54countriesandapproximately220,000employeesworldwide,Hutchisonhasfivecorebusinesses-portsandrelatedservices;propertyandhotels;retail;energy,infrastructure,investmentsandothers;andtelecommunications.Asworldtradedemandforefficientcontainerhandlingservicesincreases,HPHisusingitsunrivalledexperience,commitmenttoefficiencyandmajorportinterestsindifferentpartsoftheworldtorespondtotheneedsofimportersandexporters.TheHPHGroupisalsocommittedtofacilitatingglobaltradeandeconomicgrowthofnationsthroughthedevelopmentandmodernizationofportsandancillaryservices.Inaddition,HPHprovidesassistancetoworldtradeorganisationsandconcernedgovernmentauthorities,enhancingthemovementandexchangeofgoodsandpeople,ideasandcultureswhichleadtoincreaseglobalprosperityforall.ProceduresInthisreport,allofinformation,aboutCustomercarestrategy,Standardsofcustomercare,QualitativeanalysisandQuantitativeanalysis,CustomersCareReviewandimprovementsfeedbackcomesfromHWLofficialwebsiteandInvestigationofHWLcustomer,forumonHWLcancollectinformationaboutourcompany,theofficialwebsiteis，WatsonfoundedinHongKong，focusonimprovecustomerlivingstandard,theywanteveryWatsoncustomerswillhavegoodlivingstandardwhentheybuyWatsongoods.Group'sretailstoresallwithexcellentqualityandreputationmakessuaveservice,Inaddition,wealsoattachesgreatimportancetothecharacteristicsofregionalmarket,theywillhomologousthesocialtraditionprovidetheserviceforthecustomer,Andaccordingtoindividualbefondofandtastemarketdesignedvariouscombinationsofgoods.Watsonstructurecustomercareorganization，theydosomeloyalactionlikeleadcustomerhandlesomeloyalcard，throughtheseactiontoconsolidatethosecustomercontinuebuygoodsinWatson，andinthefuturetheywilldevelopanotherpaymentthroughbyloyalcard，\inthemeantime,troughthisactiontoattractmoreandmorecustomer.Section2StandardsofcustomercareTheParkshopisthepartofHWL,fromParkshopinterview,weknowthestandardsofcustomercareissatisfycustomerneeds,staffwillshowcourtesy,respectandsensitivityatalltimes.Theywillanswerquestionsasfullyandhelpfullyaspossible.Customeradvisorswillsolveasmanyqueriesaspossibleatthefirstpointofcontact,wherethisisnotpossibletheywillactasanadvocateonbehalfofthecustomerinordertoseethequerythroughtoasatisfactoryconclusion.Ifamemberofstaffisunabletoprovideafullandaccurateresponsethey(oracolleague)willcallbackorwritewiththeappropriateinformationattheearliestopportunity.UponrequestwewillfacilitatetheuseofloopsystemsorminicomandshallcommunicateinlanguagesandformotherEnglish.Forexample,throughaninterpreter.Whereverfeasibleourfacilitiesaremadeaccessibleforallmembersofcommunity.Customercanmakeanappointmenttoseeamanagerorspeaktostaffinconfidence.Section3QualitativeanalysisandQuantitativeanalysisTroughtheHWLfeedback,ParknshopandWatsonispartofHWL,inParknshop,theyalwayssendquestionnairetocustomer,anddoanalysisforthequestionnaire,formtheanalysis,weknowtheyalwaystrytogetthingsrightbuttherewillbeoccasionswhencustomerswillhavecauseforcomplaint.Suchcomplaintscanservetohighlightareaswhereservicescouldbeimproved.Thecouncildefinesacomplaintasanexpressionofdissatisfactionaboutthestandardofservice,actionsorlackofactiontakenbythecompany,orapersonorbodyactingonbehalfofthecompany,affectinganindividualorgroupofcustomers.Thefollowingwillnotusuallybetreatedascomplaints:1.requestsforservice(e.g.reportingahousingrepair)2.requestsforinformationoranexplanationofcompanypolicyorpractice.3.customercomplaintstaffdidn’tshowtherespectforthem4.Complaintsabouttheconductofcompanywhichshouldbereportedtothemonitoringboss.Inotherways.Andsometimestheywilldosometelephoneinterview,3isapartofHWL,3isthetelecom,sotheywilldosometelephoneinterviewforcustomertoknowtheinformationofthetelecom.Anditisthegoodwayfortelecomtogatherthefeedback,andbasiconthefeedbacktoimprovethecustomercareofthecompany.Section4CustomersCareReviewandimprovementsHWLisoneofbestcompanyintheAsia,theysetmanycustomercarestandardinthecompany,inthefact,notallstaffaredoitverywell.Andasthebestcompany,inmanytimes,theWatsonwillshortofgoods,manysellwellgoodscan’tprovidetimely.3isthetelecomcompanyinHWL,manyproblemliketelephonesignalisn’tverywell,andsometimes3hassomedisorderlychargesincommunicationfees,facethoseproblem,HWLwasStrengthenmanagement.IfWatsonwasshortofgoods,theSupplierswillprovidethegoodsatfirsttime,ifthegoodsissellwell,Watsonwillchangethetransportwaysto