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Introduction

Report Title: Analyses of Good Customer Care Strategy of Mo�t Hennessy Louis Vuitton Candidate's Name: Li Queena Major: 08 Finance Submission Date: June 23, 2010 Contents Page 1.0 Introduction 3 2.0 Customer Care Strategy 3 2.2 Customer Care Standards 5 2.3 The Methods of gather and analyze information 6 2.4 Review and Improve Customer Care 7 3.0 Conclusion 9 4.0 References 10 5.0 Appendix 11 5.1 Appendix A 11 5.2 Appendix B 13 1.0 Introduction The report has the purpose to analyses the Customer Care Strategy in Mo�t Hennessy Louis Vuitton (LVMH). There is a description on the development of the company's plan of customer care strategy. In addition, the report also has the purpose to detail the current standards of established customer care and considers methods that used to gather and analyse information from customers. Moreover, the report also detail the ways in which customer care strategy is reviewed and improved. The LVMH is considered as the world's largest luxury goods conglomerate and home of the most expensive brands. The Group offers exquisite brands ranging from wines and spirits, fashion and leather goods, perfumes and cosmetics, watches and jewelry, and selective retailing. LVMH holds an exclusive assortment of over 60 globally celebrated brands. The group was formed through mergers of champagne producer Moet et Chandon and Hennessy and Louis Vuitton in 1987. Since its creation in 1987, LVMH remarkably established its more than 1.800 stores worldwide through its strong growth dynamics. ...read more.

Middle

2.4 Review and Improve Customer Care LV continually improves the effectiveness of the quality management system through the use of the quality policy, quality objectives, analysis of data, corrective and preventive actions and management reviews. � Analyze the root causes of customer dissatisfaction and monitor agreed corrective and preventive actions � Actively review with manager on ways to improve the business processes � Review interaction points between customer care and continuously improve communication and process flows. � Actively advertising in all customer care centres a toll-free customer care help line where customers can report poor service. � Actively seek comments on a regular basis in order that LV continue to develop and improve our service. � Ensure that staffs are trained to achieve these standards and that they fully understand the standards that are expected of them. As personalization services, the Mon Monogram, is a good service, the firm can select more suggestion to improve it, such as build training programmes to capacitate staff, and encourage staffs to give ideas on how to provide more unique services. For example, the combinations can be more than just initials and stripes but pattern or other personal preferences. At the same time, services in shop should be enhanced, staffs should treat every customer equally, do not ignore people that seems he/she cannot afford the products. What's more, LV should connect customer more often after sales. ...read more.

Conclusion

5.2 Appendix B Dear Customer: As the manager of LV, I want to thank you for giving us the opportunity to serve you. Please help us serve you better by taking a couple of minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations. Sincerely, Yves Carcelle 1. the quality of customer service you received in LV 1 ? 2 ? 3 ? 4 ? 5 ? If was unsatisfactory, would you please describe what happened? 2. the process for getting your concerns resolved was: 1 ? 2 ? 3 ? 4 ? 5 ? 3. please think about the features and benefits of the product, you bought 1 ? 2 ? 3 ? 4 ? 5 ? Please describe why you not satisfied with the product. 4. the customer service representative was very courteous and was very knowledgeable 1 ? 2 ? 3 ? 4 ? 5 ? Are there any other comments about the customer service representative you would like to add? 5. Are you satisfied with the process? 1 ? 2 ? 3 ? 4 ? 5 ? What should be improved, such as the waiting time, on-line system, etc. 6. Has the cost advice provided to you been sufficient and adequate for your needs? 1 ? 2 ? 3 ? 4 ? 5 ? If not, in what area: 7. Have you any specific complaints? 8. Have you any specific thanks? 9. Analyses of Good Customer Care Strategy of LVMH 3 June 23, 2010 ...read more.

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