HND商务沟通技巧报告docWord格式文档下载.docx

HND商务沟通技巧报告docWord格式文档下载.docx

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b）Searchforinformationfrominternetwebsites.

c）Throughthesewaysabovetodraftanddistributingquestionnaire.Collectrecommendationsfrominterviews.

3.0Definitionofcustomerservice

3.1Whatiscustomerservice

Customerserviceistheprovisionofservicetocustomersbefore,duringandafterapurchase.Customerserviceisanorganization'

sabilitytosupplytheircustomers'

wantsandneeds.Customerserviceisthepracticeofprovidingcustomerswithapositive,helpfulexperiencewhentheyenterabusiness,throughoutthetimetheystayatthebusiness,andevenafterthecustomerleaves,shouldtheyhaveadditionalquestionsorproductstoreturn.Manystoresandotherbusinessesspendagreatdealoftimetrainingtheiremployeestoprovidegreatcustomerservice,becauseitmakesacustomermorelikelytobecomeareturning,loyalclient.（SeeBibliography）

3.2Theimportanceofcustomerservice

Goodcustomerserviceismorethanhandlingcustomerswhohaveproblems.Itbeginswiththefirstcontactacustomerhaswithcompany.Goodcustomerservicelookslikethis:

Makesureitrepresentaproductorservice.Then,warm,sinceregreetingonfirstcontact.Establishwhetherthebusinesshaswhatthecustomerneeds（offertohelpfindit）provideitorsuggestbetteralternative,totheirbenefit.Developaneasy,positiverapportwiththecustomerwhichletsthemknowtheyarerespectedandappreciated.Provideaneasywaytocompletethetransaction.Sincerelyandwarmlythankthecustomerfortheirbusinessandinvitethemtocomebackifevertheyneedthehelpagain.Goodcustomerserviceisofvitalimportanceforallbusinesses,largeorsmall.Itcanhaveadirectimpactoncustomerloyaltyandwherepotentialcustomerschoosetospendtheirmoney.Simplyput,thehigherqualitycustomerservicethecompanyprovide,thehigherlevelofcustomersatisfactiontheywillenjoy,andthatwilltranslateintorepeatbusiness.（SeeBibliography）

3.3Whoarethecustomers?

Acustomer（alsoknownasaclient,buyer,orpurchaser）isusuallyusedtorefertoacurrentorpotentialbuyeroruseroftheproductsofanindividualororganization,calledthesupplier,seller,orvendor.Thisistypicallythroughpurchasingorrentinggoodsorservices.However,incertaincontexts,thetermcustomeralsoincludesbyextensionanyentitythatusesorexperiencestheservicesofanother.Acustomermayalsobeavieweroftheproductorservicethatisbeingsolddespitedecidingnottobuythem.Thegeneraldistinctionbetweenacustomerandaclientisthatacustomerpurchasesproducts,whereasaclientpurchasesservices.（SeeBibliography）

3.4Whatdotheyneed?

Ascustomers,theywantthefollowingservices.Serviceorproductmustbetheright.Thepricewillreasonable.Alsoattherighttimeandintherightplace.Theyneedpositiveandhelpfulserviceatanytime.Customerservicerepresentativeoughttobelistenedtocustomerandunderstood.Thecustomerswanttobetreatedintelligentlyandtreatedasanindividual.

3.5CustomerservicesinXuezhibuilding

Xuezhibuildingisamultifunctionconstructionincludingdormitories,classrooms,teacherofficesandsomeotherinfrastructure.Thestudentsisthemajorcustomers,so,thisreportmainlysurveythestudents.Alsothequestionnaireisprimaryaimatstudents.Duetothepropertiesofthebuilding,customerservicesinthebuildingismainlycomprisedofthefollowpart:

Firstandforemost,theenvironmentandfacilityofdormitoryincludingdormitorylayout,electricalequipment,bathroom,potablewatersupply,washhouseandsoon.Next,theteachingfacilitiesintheclassroomsincludingstudentdesksandchairs,computer,multi-media.Thelastisaroundenvironmentandtraffic.

4.0Research

4.1Methodology

Thereareanumberofresearchmethods.Throughconsultbooksofcustomersservicesandcollectinformationfrominternettodraftanddistributingquestionnaire.Collectrecommendationsfrominterviews.Throughthesemethodscollectdataandstatisticalanalysis,etc.Fromthis,itcanreflectvariousexistingproblemsandgatheradvisesinXuezhibuilding.

4.2Introductionquestionnaire

ThequestionnairemainlyresearchtheXuezhibuildingoverallenvironment.Therearetwelvequestionsinthequestionnaire.Therewere100respondentsdidthequestionnairewholiveinXuezhibuilding.TheotherpeoplewhonotliveinXuezhibuildingjustparticipatetheinterviews.Thequestionnairehasthreepartprobably.Topfivequestionswereaboutdormitoryenvironment.Nextthreequestionswereaboutclassrooms'

facilities.Surplusquestionsisaboutotherfacilitiesandaroundenvironmentandtraffic.Alsoithassparepartsforrespondentstogivetheiradvises.

4.3Dataandanalysis

Sending100piecesofquestionnairetocollectinformationabouttheenvironmentandcustomerservicesfromthestudentswholiveinXuezhibuilding.（Specificdataseetheform,AppendixA&

B）

Onthewholedormitoryenvironmentissueinterviews,63%ofstudentsweresatisfiedwithit,26%ofstudentswerethoughtgenerallyand11%ofstudentsweredissatisfied.Accordingtothesurveydatamakeachartaboutdormitoryenvironment.（SeeAppendixC）

Onthewholeteachingfacilitiesissueinterviews,42%ofstudentsweresatisfied,23%werethoughtgenerally,35%ofstudentsweredissatisfied.Especially,100%ofstudentsweredissatisfiedwiththecomputerandmulti-media.Accordingtothesurveydatamakeachartabouttheteachingfacilities.（SeeAppendixD）

Ontheothercustomerservices,aroundenvironmentandtrafficinterviews,71%ofstudentsweresatisfied,15%ofstudentswerethoughtgenerally,14%ofstudentsweredissatisfied.Especially.Accordingtothesurveydatamakeachartaboutthese.（SeeAppendixE）

4.4Informationinprocessofresearch

Throughtheresearchgotagreatdealofinformationfromstudents.ItisincludingproblemsandsuggestionsintermsoftheenvironmentandcustomerservicesinXuezhibuilding.Hereonlistsomemajoradvantageanddisadvantage.

Inthedormitories,overallenvironmentisacceptable.Thepublicsanitationisverywill.Dormitorycorridor,publichallsandelevatorsomeonefixedcleaning.Soundinsulationisgeneral.Theoutsidenoisecannotenterinto.Butifsomeonemakenoisesincorridorcanheardclearly.Networkismainlysteady.Butsometimesitwillinterruptionandmostofstudentsconsiderthepriceishigher.Then,centralheating24hoursworkingduringwholewinter.Itisverywarming.Lastbutnotleast,mostofpeoplecomplainthepublicbathroom,thewatertemperatureisfluctuantandthepriceishigher.

Intheclassrooms,studentdesksandchairsaregenerallyacceptablebutasmallnumberofthemaredamaged.Severalclassroomsarelocatedinhigh-rise.Ifstudentstaketheelevator,theymustacrossthedormitoryortakethestairs.Itisinconvenience.Themostimportantproblemisthecomputerandmulti-media.Almostallthecomputershavevirus.AlargenumberofUSBflashdrivecannotreaddata.

Inotherway,thereisawashhouseinthethirdfloor.Itisnotaself-servicewashhouse.So,itwillbeabigtimesaverforstudents.Opposite,thepriceishigherthentheself-service.Theshoplocatedinthefirstfloor.Itisverysmall,soitjustoffersomesnacks,severalbeverage,icecreamandsomeotherpinhead.Thesuper-marketislittlefarfromXuezhibuilding,sostudentsusuallybuyfoodsanddrinksinthere.Therefore,thepriceofgoodsinthisshopishigherthenothershopoutside.ThetrafficinXuezhibuildingisconvenient.Thereisasubwaystationandtwobusstationnearit.

5.0Conclusion

Accordingtotheresearch,alotofproblemswasreflex.throughinvestigationandresearch,collectlotsofdataandsuggestion.Inthefirstplace,manystudentsweresatisfiedwithdormitoryenvironment,althoughhassomeshortages.Theythoughtthedormitorycleanandcomfortable,infrastructurewellandlivingconvenient.Butaboutbathroomshouldbeimprove.Inthesecondplace,aboutclassrooms,mostofstudentssatisfiedwiththeenvironmentbutdissatisfiedtheteachingfacilitiesinespecialthecomputers.Inthethirdplace,aroundenvironmentandtraffic,almostofpeoplearesatisfied.Finally,thewholeenvironmentofXuezhibuilding,itsadvantagesoutweighsitsdisadvantages.

6.0Recommendation

ThroughtheresearchdiscoveredsomeshortageaboutXuezhibuildingenvironmentandcustomerservices.Accordingthissituation,togivesomeadvisesbelow:

A）Controltheexternalpersontoenter.

B）Renewaltheteachingfacilities

C）Decreasethepriceofpublicbathroom

7.0Bibliography

Turban,Efraim（2002）.ElectronicCommerce:

AManagerialPerspective.PrenticeHall.ISBN0131854615.

PaulH.Selden（December1998）."

SalesProcessEngineering:

AnEmergingQualityApplication"

.QualityProgress:

59–63.

8.0Appendix

8.1AppendixA

QUESTIONAIRE

Theenvironmenta