HND商务沟通技巧报告.doc

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1、1.0 IntroductionThis report is for assessment the customer services and whole environment in the Xuezhi building. The report is to introduce the customer service. At this point,the main research is Xuezhi building. The aim of this report is to investigate internal and external environment of the Xue

2、zhi building. Including the infrastructure, foundation services, administration mode and neighboring environment. Through questionnaires and interview to reflect problems and.2.0 Proceduresa) A number of books on customer serviceb) Search for information from internet websites.c) Through these ways

3、above to draft and distributing questionnaire. Collect recommendations from interviews.3.0 Definition of customer service3.1 What is customer service Customer service is the provision of service to customers before, during and after a purchase. Customer service is an organizations ability to supply

4、their customers wants and needs. Customer service is the practice of providing customers with a positive, helpful experience when they enter a business, throughout the time they stay at the business, and even after the customer leaves, should they have additional questions or products to return. Man

5、y stores and other businesses spend a great deal of time training their employees to provide great customer service, because it makes a customer more likely to become a returning, loyal client. (See Bibliography)3.2 The importance of customer serviceGood customer service is more than handling custom

6、ers who have problems. It begins with the first contact a customer has with company. Good customer service looks like this: Make sure it represent a product or service. Then, warm, sincere greeting on first contact. Establish whether the business has what the customer needs (offer to help find it) p

7、rovide it or suggest better alternative, to their benefit. Develop an easy, positive rapport with the customer which lets them know they are respected and appreciated. Provide an easy way to complete the transaction. Sincerely and warmly thank the customer for their business and invite them to come

8、back if ever they need the help again . Good customer service is of vital importance for all businesses, large or small. It can have a direct impact on customer loyalty and where potential customers choose to spend their money. Simply put, the higher quality customer service the company provide, the

9、 higher level of customer satisfaction they will enjoy, and that will translate into repeat business. (See Bibliography)3.3 Who are the customers?A customer (also known as a client, buyer, or purchaser) is usually used to refer to a current or potential buyer or user of the products of an individual

10、 or organization, called the supplier, seller, or vendor. This is typically through purchasing or renting goods or services. However, in certain contexts, the term customer also includes by extension any entity that uses or experiences the services of another. A customer may also be a viewer of the

11、product or service that is being sold despite deciding not to buy them. The general distinction between a customer and a client is that a customer purchases products, whereas a client purchases services. (See Bibliography)3.4 What do they need?As customers, they want the following services. Service

12、or product must be the right. The price will reasonable. Also at the right time and in the right place. They need positive and helpful service at anytime. Customer service representative ought to be listened to customer and understood. The customers want to be treated intelligently and treated as an

13、 individual.3.5 Customer services in Xuezhi building Xuezhi building is a multifunction construction including dormitories, classrooms, teacher offices and some other infrastructure. The students is the major customers, so, this report mainly survey the students. Also the questionnaire is primary ai

14、m at students. Due to the properties of the building, customer services in the building is mainly comprised of the follow part: First and foremost, the environment and facility of dormitory including dormitory layout, electrical equipment, bathroom, potable water supply, washhouse and so on. Next, t

15、he teaching facilities in the classrooms including student desks and chairs, computer, multi-media. The last is around environment and traffic. 4.0 Research4.1 Methodology There are a number of research methods. Through consult books of customers services and collect information from internet to dra

16、ft and distributing questionnaire. Collect recommendations from interviews. Through these methods collect data and statistical analysis, etc. From this, it can reflect various existing problems and gather advises in Xuezhi building.4.2 Introduction questionnaireThe questionnaire mainly research the

17、Xuezhi building overall environment. There are twelve questions in the questionnaire. There were 100 respondents did the questionnaire who live in Xuezhi building. The other people who not live in Xuezhi building just participate the interviews. The questionnaire has three part probably. Top five qu

18、estions were about dormitory environment. Next three questions were about classrooms facilities. Surplus questions is about other facilities and around environment and traffic. Also it has spare parts for respondents to give their advises.4.3 Data and analysisSending 100 pieces of questionnaire to c

19、ollect information about the environment and customer services from the students who live in Xuezhi building. (Specific data see the form, Appendix A&B) On the whole dormitory environment issue interviews, 63% of students were satisfied with it, 26% of students were thought generally and 11% of stud

20、ents were dissatisfied. According to the survey data make a chart about dormitory environment. (See Appendix C)On the whole teaching facilities issue interviews, 42% of students were satisfied, 23% were thought generally, 35% of students were dissatisfied. Especially, 100% of students were dissatisf

21、ied with the computer and multi-media. According to the survey data make a chart about the teaching facilities. (See Appendix D)On the other customer services, around environment and traffic interviews, 71% of students were satisfied, 15% of students were thought generally, 14% of students were diss

22、atisfied. Especially. According to the survey data make a chart about these. (See Appendix E)4.4 Information in process of research Through the research got a great deal of information from students. It is including problems and suggestions in terms of the environment and customer services in Xuezhi

23、 building. Hereon list some major advantage and disadvantage. In the dormitories, overall environment is acceptable. The public sanitation is very will. Dormitory corridor, public halls and elevator someone fixed cleaning. Sound insulation is general. The outside noise can not enter into. But if som

24、eone make noises in corridor can heard clearly. Network is mainly steady. But sometimes it will interruption and most of students consider the price is higher. Then, central heating 24 hours working during whole winter. It is very warming. Last but not least, most of people complain the public bathr

25、oom, the water temperature is fluctuant and the price is higher.In the classrooms, student desks and chairs are generally acceptable but a small number of them are damaged. Several classrooms are located in high-rise. If students take the elevator, they must across the dormitory or take the stairs.

26、It is inconvenience. The most important problem is the computer and multi-media. Almost all the computers have virus. A large number of USB flash drive can not read data. In other way, there is a washhouse in the third floor. It is not a self-service washhouse. So, it will be a big timesaver for stu

27、dents. Opposite, the price is higher then the self-service. The shop located in the first floor. It is very small, so it just offer some snacks, several beverage, ice cream and some other pinhead. The super-market is little far from Xuezhi building, so students usually buy foods and drinks in there.

28、 Therefore, the price of goods in this shop is higher then other shop outside. The traffic in Xuezhi building is convenient. There is a subway station and two bus station near it. 5.0 ConclusionAccording to the research, a lot of problems was reflex. through investigation and research, collect lots

29、of data and suggestion. In the first place, many students were satisfied with dormitory environment, although has some shortages. They thought the dormitory clean and comfortable, infrastructure well and living convenient. But about bathroom should be improve. In the second place, about classrooms,

30、most of students satisfied with the environment but dissatisfied the teaching facilities in especial the computers. In the third place, around environment and traffic, almost of people are satisfied. Finally, the whole environment of Xuezhi building, its advantages outweighs its disadvantages. 6.0 R

31、ecommendationThrough the research discovered some shortage about Xuezhi building environment and customer services. According this situation, to give some advises below:A) Control the external person to enter.B) Renewal the teaching facilitiesC) Decrease the price of public bathroom 7.0 Bibliography

32、Turban, Efraim (2002). Electronic Commerce: A Managerial Perspective. Prentice Hall. ISBN 0131854615.Paul H. Selden (December 1998). Sales Process Engineering: An Emerging Quality Application. Quality Progress: 5963.8.0 Appendix 8.1 Appendix A QUESTIONAIREThe environment and customer services of Xue

33、zhi building 1. Do you satisfied the dormitory sound insulation effect?A.Satisfied B.General C.Dissatisfied2. Do you satisfied with heating service of dormitory?A.Satisfied B.General C.Dissatisfied3. Do you satisfied with the public sanitation ?A.Satisfied B.General C.Dissatisfied4. What about the p

34、ublic bathroom environment?A.Excellent B.General C.Bad5. What about the network?A.Excellent B.General C.BadPlease give some advices about dormitory environment _6. Do you satisfied the classroom environment?A.Satisfied B.General C.Dissatisfied7. Do you satisfied the student desks and chairs?A.Satisf

35、ied B.General C.Dissatisfied8. What about the computer and multi-media?A.Excellent B.General C.BadPlease give some advices about classroom environment _9. Do you satisfied the washhouse?A.Satisfied B.General C.Dissatisfied10. Do you satisfied the shop in the Xuezhi building?A.Satisfied B.General C.D

36、issatisfied11. Does the Xuezhi building surrounding environment noisy?A.Yes B.General C.No12. Does the transportation convenient?A.Yes B.General C.NoPlease give some advices _8.2 Appendix B123456789101112A47937638648682046689596B247182723141327373250C290635130573170048.2 Appendix C8.2 Appendix D8.2 Appendix E