Lecture:Business presentation Teacher:Fraser

1. Staff to Customer Communication Presentation Mr. Yuan CEO NOKIA China (Presentation homework)

3. Key customers Young people

4. How do we communicate with them at the moment Manager staff staff staff Agent Agent Agent customer customer customer

5. Current problems The communication between our customers and staff is not appropriate enough. So there are many problems in staff to customer communication.

6. 2 months ago, there was a client who complained about our Nokia N79 which has an unreasonable design. But the agent didn’t pay attention to it, so they didn’t inform the Customer Service Department. Then after a few weeks, the client could not stand waiting for our reply, he just wrote down his feelings of dissatisfaction on the internet and serious public influence increased . Now, we have to spend much more time and money to deal with this problem.

7. How to improve our customer communication Manager staff staff staff customer customer customer On-line service, before- sale service and after-sales service (by telephone), Suit telephone Meeting or report

10. Tourism

12. What you waiting for? Come on!

13. Thanks for your attention! Any questions?