HND商务沟通技巧报告.docx

1.0 Introduction This report is investigating to the satisfaction of HND students for the network service. With the production and development of internet, the network provides with conveniences to our study and work, so this research is important.The aim of this study is to improve the school network service so that students can best use of network. The intended reader is school network service personnel there are five kinds of the dormitory, XUEZHI dormitory, NANQU dormitory, WANLIU apartment and HANGKONGGANG dormitory DAYANG apartment, this five dormitorys network is different so we should be Separate research.2.0 ProceduresThe report collecting information method: Through the form of questionnaire, that it is can give a real and intuitionist feedback In accordance with the analysis of analyzed and charted flow chart. And also can use website, There are many procedures and relented content is worth learning and reference. and referring books is also an effective way to obtain information which is can makes the report had more authority and official.3.0 Literature Review 3.1 What is Customer Service?Customer service moral philosophy is the reconsidering and the summary of the customer service value idea, the thinking method, the behavior way as well as the experience form the viewpoint of ethics values, the world outlook and the methodology. (Yong-Jae Park 2008) Generally speaking, the service object of the Customer service includes two aspects, the enterprise interior customer and the enterprise exterior customer. The enterprise internal customer usually refers to the enterprise internal service object, such as the department and the enterprise staffs that can accept the product or the service. Specifically speaking it may be the next operator on the product production assembly line, also may be the process department in the course of the product and service making, or the agent who helps the customer to use the product or service. The enterprise exterior customer usually refers to the enterprise exterior service object, like consumer, trustee, retail merchant, final user and so on.（Zhang Lin 2008 ） 3.2 The importance of Customer ServiceNowadays, the market competition day is becoming harder and harder, the product difference and the effect of the price war is becoming smaller and smaller. If an enterprise wants to be in an impregnable position in the competition, besides on its core product and the visible product competitive advantage, service comes to the key to obtain the competitive advantage and to win the market. But some enterprises for the present benefit, arent honest, uses deception during the service, and as a result, it no only finally causes reputation damage, also causes the customer to suffer the loss. Therefore in order to build a fair and pure social environment, the higher moral request comes along with the customer service principals. This must relate to the customer service idea, the method, the behavior standards which instructs the enterprise customer service practice. The research regarding the customer service ethics has the vital significance for the enterprises development. Firstly, it is helpful for us to have a thoroughly, a more comprehensive understand with the relations between the customer service in the enterprise and other management, thus clear about the vital role played by the customer service ethics in the enterprise development. Secondly, it can help us to induce and analyze some important ideas had method in the customer service, for instance, the idea that takes the customer as the center, the management idea and other ethic ideas about service. Thirdly it can make us easily understand the intrinsic uniformity of the customer, the staff and the enterprise benefit, in this way, we can improve our own intrinsic quality, and have the enterprises continual development. (Liu Lu 2006)4.0 Research4.1 MethodologyThe main method is questionnaire investigation, Sampling: 150, Target objects: HND students of Renmin University. The questionnaire is designed on a lot of questions about network Customer service satisfaction and utilization degree of network. Then through the results, its easy to get the relevant data of the network customer service research.4.2 Limitation Because time is brash, preparation is inadequate that limitations are inevitable. So its had some questions devise not very reasonable, and this studys four dormitory have four network service is diversity, that would not be good for research. And it is Only 150 questionnaires given out so that the data is not accurate. And the results can not represent for all the students.4.3 date analysis4.3.1 Introduction of the questionnaires (see 8.1 Appendix A)There are 150 questionnaires in all; there are 75 girls and 75 boys, the gender is balance. Distribution from the location point of view, XUEZHI dormitory has 30, NANQU dormitory has 30, DAYANG apartment has 30, WANLIU apartment has 30 and HANGKONGGANG dormitory has 30, there are balanced. Can be learned from the questionnaire, student satisfaction is not high for network customer service.4.3.2 Data analysis statistical conclusion In the five dorm districts, only the male in Dayang and the female in Xiaoyuan tend to surf the internet with a purpose. On the whole, the HND students are anomic on the Internet, with no specific purpose. (See 8.2 Appendix B) The HND students wouldnt take up the class time on the Internet. Instead, most of them spend the break and spare time on the Internet. And compared to the male, the female seldom spend the whole night on the Internet. (See 8.3 Appendix C)The HND students tend to surf the Internet at dorm, with only a few boys choosing to go to the internet bar. Instead, the boys in Hangkonggang and Dayang tend to go to the Internet bars for their near the dorms. And the reason why the boys in Xuezhi go to the Internet bars is that the Internet speed there is slow and often disconnects. A minority of students would go to the Caf with the reason that the air and the service are much better than the dorm environment and the Internet provided by the school. (See 8.4 Appendix D)The websites the boys visit most ranks as following: Games, News, Entertainment, and Knowledge. While for the girls, the mostly visit ones are Entertainment, Shopping, Social Networking and Knowledge. From the above we can tell that great difference in the attitude toward using the online information exists between the boys and the girls. Schools can offer distinguishing Internet service according to this. (See 8.5 Appendix E)The discipline of the girls is better than that of the boys; The HND students spend most of their spare time on the Internet (see 8.6 Appendix F 8.7 Appendix G)Form the results, we can see that the Internet fee in Wanliu is accepted by the majority of the students. While in the other dorm districts , most students think it unreasonable, especially in the Xuezhi and Hangkonggang where the dissatisfaction is quite considerable. (See 8.8 Appendix H)4.3.3 Analysis of the resultsResearch to the satisfaction of customer service, we can know network service, waits for strengthening. The network service has shortcomings, such as the Internet fee, in Wanliu is accepted by the majority of the students, while in the other dorm districts, most students think it unreasonable, especially in the Xuezhi and Hangkonggang where the dissatisfaction is quite considerable. So it is a question.The Internet speed, generally, the HND students are dissatisfied with the Internet speed. Only the students in Wanliu are relatively satisfied. The majority think it fair of the repairmens attitude, which indicates that the attitude of the repairmen needs improvement.The question of using network to learn, to my way of thinking, HND students low quality is the key. The HND students seldom use the Internet for study. The girls prefer visiting the unconcerned websites and the boys tend to visit the games websites, play computer games and visiting websites takes the most spare time of the HND students, which for the students is a recreation tool, rather than a study tool for the students to widen their knowledge.5.0 ConclusionFrom the results, we can see that the Internet fee in WANGLIU is accepted by the majority of the students. While in the other dorm districts , most students think it unreasonable, especially in the XUEZHI and HANGKONGGANG where the dissatisfaction is quite considerable. Especially in XUEZHI and HANGKONGGANG, complaint is dense.In a word, the schools network customer service couldnt gain acceptance that