HND大二下学期客服报告.docVIP

Wal-Mart Stores is the company I will analysed. 1. 1.1 And Wal-Mart uses many methods to service the vital customers. It produces a card to the vital customers to make them the members through buying products or paying fees. Ues this card customers can accumulate the products value which they bought, and the more value is, the more benefit the Wal-Mart will provide to them. Wal-Mart also have a brand store called Sam’s club, it is a store that use the mass production, Sam’s club use the big package, low profit operation mode, the selling of commodities used big box packaging or combination packing to reduce costs, so customers can thus enjoying cheaper price than others. It just service the members of Sam’s club. In the United States, the store has four levels of membership, each need pay 40 ~ $100 annual fee (members of Sam’s club in China has to pay RMB 150 every year). Except the members can enjoyet the discount of products , he also can enjoy “members rights plan” of various kinds of people and the discount to make the life more convenience. 1.2 Besides, Wal-Mart has a lot of projections to service the customers better. It has a slogan says: 1. Customers are always right . 2. If they have some mistakes please look at slogan 1. It is a clear clue of Wal-Mart’s belief that customers is in the first part of their consideration. The mysteries of the success of Wal-Mart is that sellers imaging they are customers and bring the best service to the clients. One of the staff said ”it is Wal-Mart who let me know that customers are always right for the first time.” Wal-Mart also has a standard which demand the staff to smile to every clients in 3-meters, say hello to them and look into the their eyes with mild temper, and ask if they need any help, show their friendly attitude and they are willingly and ready to service the customers. And at Wal-Mart, consumers can experience the new concepts called one-stop Shopping. In the commodity structure, it tries to rich its ran