HND商务沟通技巧报告.docx

HND商务沟通技巧报告.docx

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HND商务沟通技巧报告

HND-商务沟通技巧报告

1.0Introduction

ThisreportisforassessmentthecustomerservicesandwholeenvironmentintheXuezhibuilding.Thereportistointroducethecustomerservice.Atthispoint,themainresearchisXuezhibuilding.TheaimofthisreportistoinvestigateinternalandexternalenvironmentoftheXuezhibuilding.Includingtheinfrastructure,foundationservices,administrationmodeandneighboringenvironment.Throughquestionnairesandinterviewtoreflectproblemsand.

2.0Procedures

a）Anumberofbooksoncustomerservice

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.It

questionswereaboutclassrooms'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

TheenvironmentandcustomerservicesofXuezhibuilding

1.Doyousatisfiedthedormitorysoundinsulationeffect?

A.SatisfiedB.GeneralC.Dissatisfied

2.Doyousatisfiedwithheatingserviceofdormitory?

A.SatisfiedB.GeneralC.Dissatisfied

3.Doyousatisfiedwiththepublicsanitation?

A.SatisfiedB.GeneralC.Dissatisfied

4.Whataboutthepublicbathroomenvironment?

A.ExcellentB.GeneralC.Bad

5.Whataboutthenetwork?

A.ExcellentB.GeneralC.Bad

Pleasegivesomeadvicesaboutdormitoryenvironment

__________________________________________________________________________________________________________________________________________

6.Doyousatisfiedtheclassroomenvironment?

A.SatisfiedB.GeneralC.Dissatisfied

7.Doyousatisfiedthestudentdesksandchairs?

A.SatisfiedB.GeneralC.Dissatisfied

8.Whataboutthecomputerandmulti-media?

A.ExcellentB.GeneralC.Bad

Pleasegivesomeadvicesaboutclassroomenvironment

__________________________________________________________________________________________________________________________________________

9.Doyousatisfiedthewashhouse?

A.SatisfiedB.GeneralC.Dissatisfied

10.DoyousatisfiedtheshopintheXuezhibuilding?

A.SatisfiedB.GeneralC.Dissatisfied

11.DoestheXuezhibuildingsurroundingenvironmentnoisy?

A.YesB.GeneralC.No

12.Doesthetransportationconvenient?

A.YesB.GeneralC.No

Pleasegivesomeadvices

__________________________________________________________________________________________________________________________________________

__________________________________________________________________________________________________________________________________________

8.2AppendixB

1

2

3

4

5

6

7

8

9

10

11

12

A

47

93

76

38

64

86

82

0

46

68

95

96

B

24

7

18

27

23

14

13

27

37

32

5

0

C

29

0

6

35

13

0

5

73

17

0

0

4

8.2AppendixC

8.2AppendixD

8.2AppendixE