hnd-客服報告正文-資料下載頁
2025-05-13 22:27本頁面
【正文】 tion? Choose appropriate action for standard? Set soft or hard standard? Design reflection system for both soft and hard standard? Set hard indication and soft objective? Evaluate standard by indication and objective? Offer oute of appraisal for staff? Evolve indication and objective(Morgan,D,L_1998)The map of customer service below shows about Pfizer receive customer buy a health supplements.Ask the customer39。s requirementsAsk the customer39。s requirementsAsk the customer whether to accept the way mail products.Explain the product featuresAsking customers to address and phone number.YESTell the customer can purchase the location of the product.NOCollection and delivery.Track serviceThe flow chart below gives information about Pfizer Customer service standard design.Expect Behavior StandardWarm and sweet with customer positive energy a bond with customer with people eye to eye relationEfficiency goods customer’s question every goods speediness solve customer’s problemCharacteristicAccept phone orders.Exclusive logistics delivery.I think the standards are very good and succeed. Because these standard are benefits pany’s sale and this is not difficult，staffs can easy master. And these can make customer a good impression. Suggestion on continuous improvement1．More children than adults need pensatory nutrition. But Pfizer health supplements are most adults, not specifically for children39。s health care products. So Pfizer can try to develop children39。s health care products.2. Pfizer can try to accept online orders.3. Pfizer for customer tracking service only twice a year. Too little. Suggest to 2 months at a time.References:Jarvis, P. (1992), Perspectives on adult education and training in Europe, National Institute of Adult Continuing Education, Leicester.Morgan, D. L. (1998b), ‘Practical Strategies for Combining Qualitative and Quantitative Methods: Applications for Health Research’, Qualitative Health Research, Vol. 8, pp. 36276.Reid, M. A., Barrington, H. and Brown, M. (2004), Human Resource Development: beyond training interventions, CIPD.Roger, A. (2002), Teaching Adults, 3rd Edition, Open University Press, Buckingham.Smith, C. B. (1983), ‘Quantitative versus Qualitative Research: An Attempt to Clarufy the Issues’, Educational Researcher, Vol. 12, pp. 613.Wilson, J. P. (1999), Human Resource Management: Learning and training for individuals and organizations, Kogan. Yang, X. and Liao, Y. (2007), ‘Building Structure of Human Resource Development within Corporation’, Journal of Business Times, Vol. 31, pp. 5253.Lee, Changuk and Chon, KyeSung (2000) “An investigation of multicultural training practices in the restaurant industry: the training cycle approach”, International Journal of Contemporary Hospitality Management, Vol. 12, No. 2, pp. 126134.15
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