HND-商务沟通技巧报告

1、 .0IntroductionThisreportisforassessmentthecustomerservicesandwholeenvironmentintheXuezhibuilding.Thereportistointroducethecustomerservice.Atthispoint,themainresearchisXuezhibuilding.TheaimofthisreportistoinvestigateinternalandexternalenvironmentoftheXuezhibuilding.Includingtheinfrastructure,foundat

2、ionservices,administrationmodeandneighboringenvironment.Throughquestionnairesandinterviewtoreflectproblemsand.2.0ProceduresAnumberofbooksoncustomerserviceSearchforinformationfrominternetwebsites.Throughthesewaysabovetodraftanddistributingquestionnaire.Collectrecommendationsfrominterviews.3.0Definiti

3、onofcustomerserviceWhatiscustomerserviceCustomerserviceistheprovisionofservicetocustomersbefore,duringandafterapurchase.Customerserviceisanorganizationsabilitytosupplytheircustomerswantsandneeds.Customerserviceisthepracticeofprovidingcustomerswithapositive,helpfulexperiencewhentheyenterabusiness,thr

4、oughoutthetimetheystayatthebusiness,andevenafterthecustomerleaves,shouldtheyhaveadditionalquestionsorproductstoreturn.Manystoresandotherbusinessesspendagreatdealoftimetrainingtheiremployeestoprovidegreatcustomerservice,becauseitmakesacustomermorelikelytobecomeareturning,loyalclient.(SeeBibliography)

5、TheimportanceofcustomerserviceGoodcustomerserviceismorethanhandlingcustomerswhohaveproblems.Itbeginswiththefirstcontactacustomerhaswithcompany.Goodcustomerservicelookslikethis:Makesureitrepresentaproductorservice.Then,warm,sinceregreetingonfirstcontact.Establishwhetherthebusinesshaswhatthecustomerne

6、eds(offertohelpfindit)provideitorsuggestbetteralternative,totheirbenefit.Developaneasy,positiverapportwiththecustomerwhichletsthemknowtheyarerespectedandappreciated.Provideaneasywaytocompletethetransaction.Sincerelyandwarmlythankthecustomerfortheirbusinessandinvitethemtocomebackifevertheyneedthehelp

7、again.Goodcustomerserviceisofvitalimportanceforallbusinesses,largeorsmall.Itcanhaveadirectimpactoncustomerloyaltyandwherepotentialcustomerschoosetospendtheirmoney.Simplyput,thehigherqualitycustomerservicethecompanyprovide,thehigherlevelofcustomersatisfactiontheywillenjoy,andthatwilltranslateintorepe

8、atbusiness.(SeeBibliography)Whoarethecustomers?Acustomer(alsoknownasaclient,buyer,orpurchaser)isusuallyusedtorefertoacurrentorpotentialbuyeroruseroftheproductsofanindividualororganization,calledthesupplier,seller,orvendor.Thisistypicallythroughpurchasingorrentinggoodsorservices.However,incertaincont

9、exts,thetermcustomeralsoincludesbyextensionanyentitythatusesorexperiencestheservicesofanother.Acustomermayalsobeavieweroftheproductorservicethatisbeingsolddespitedecidingnottobuythem.Thegeneraldistinctionbetweenacustomerandaclientisthatacustomerpurchasesproducts,whereasaclientpurchasesservices.(SeeB

10、ibliography)Whatdotheyneed?Ascustomers,theywantthefollowingservices.Serviceorproductmustbetheright.Thepricewillreasonable.Alsoattherighttimeandintherightplace.Theyneedpositiveandhelpfulserviceatanytime.Customerservicerepresentativeoughttobelistenedtocustomerandunderstood.Thecustomerswanttobetreatedi

11、ntelligentlyandtreatedasanindividual.CustomerservicesinXuezhibuildingXuezhibuildingisamultifunctionconstructionincludingdormitories,classrooms,teacherofficesandsomeotherinfrastructure.Thestudentsisthemajorcustomers,so,thisreportmainlysurveythestudents.Alsothequestionnaireisprimaryaimatstudents.Dueto

12、thepropertiesofthebuilding,customerservicesinthebuildingismainlycomprisedofthefollowpart:Firstandforemost,theenvironmentandfacilityofdormitoryincludingdormitorylayout,electricalequipment,bathroom,potablewatersupply,washhouseandsoon.Next,theteachingfacilitiesintheclassroomsincludingstudentdesksandcha

13、irs,computer,multi-media.Thelastisaroundenvironmentandtraffic.4.0ResearchMethodologyThereareanumberofresearchmethods.Throughconsultbooksofcustomersservicesandcollectinformationfrominternettodraftanddistributingquestionnaire.Collectrecommendationsfrominterviews.Throughthesemethodscollectdataandstatis

14、ticalanalysis,etc.Fromthis,itcanreflectvariousexistingproblemsandgatheradvisesinXuezhibuilding.IntroductionquestionnaireThequestionnairemainlyresearchtheXuezhibuildingoverallenvironment.Therearetwelvequestionsinthequestionnaire.Therewere100respondentsdidthequestionnairewholiveinXuezhibuilding.Theoth

15、erpeoplewhonotliveinXuezhibuildingjustparticipatetheinterviews.Thequestionnairehasthreepartprobably.Topfivequestionswereaboutdormitoryenvironment.Nextthreequestionswereaboutclassroomsfacilities.Surplusquestionsisaboutotherfacilitiesandaroundenvironmentandtraffic.Alsoithassparepartsforrespondentstogi

16、vetheiradvises.DataandanalysisSending100piecesofquestionnairetocollectinformationabouttheenvironmentandcustomerservicesfromthestudentswholiveinXuezhibuilding.(Specificdataseetheform,AppendixA&B)Onthewholedormitoryenvironmentissueinterviews,63%ofstudentsweresatisfiedwithit,26%ofstudentswerethoughtgen

17、erallyand11%ofstudentsweredissatisfied.Accordingtothesurveydatamakeachartaboutdormitoryenvironment.(SeeAppendixC)Onthewholeteachingfacilitiesissueinterviews,42%ofstudentsweresatisfied,23%werethoughtgenerally,35%ofstudentsweredissatisfied.Especially,100%ofstudentsweredissatisfiedwiththecomputerandmul

18、ti-media.Accordingtothesurveydatamakeachartabouttheteachingfacilities.(SeeAppendixD)Ontheothercustomerservices,aroundenvironmentandtrafficinterviews,71%ofstudentsweresatisfied,15%ofstudentswerethoughtgenerally,14%ofstudentsweredissatisfied.Especially.Accordingtothesurveydatamakeachartaboutthese.(See

19、AppendixE)InformationinprocessofresearchThroughtheresearchgotagreatdealofinformationfromstudents.ItisincludingproblemsandsuggestionsintermsoftheenvironmentandcustomerservicesinXuezhibuilding.Hereonlistsomemajoradvantageanddisadvantage.Inthedormitories,overallenvironmentisacceptable.Thepublicsanitati

20、onisverywill.Dormitorycorridor,publichallsandelevatorsomeonefixedcleaning.Soundinsulationisgeneral.Theoutsidenoisecannotenterinto.Butifsomeonemakenoisesincorridorcanheardclearly.Networkismainlysteady.Butsometimesitwillinterruptionandmostofstudentsconsiderthepriceishigher.Then,centralheating24hourswo

21、rkingduringwholewinter.Itisverywarming.Lastbutnotleast,mostofpeoplecomplainthepublicbathroom,thewatertemperatureisfluctuantandthepriceishigher.Intheclassrooms,studentdesksandchairsaregenerallyacceptablebutasmallnumberofthemaredamaged.Severalclassroomsarelocatedinhigh-rise.Ifstudentstaketheelevator,t

22、heymustacrossthedormitoryortakethestairs.Itisinconvenience.Themostimportantproblemisthecomputerandmulti-media.Almostallthecomputershavevirus.AlargenumberofUSBflashdrivecannotreaddata.Inotherway,thereisawashhouseinthethirdfloor.Itisnotaself-servicewashhouse.So,itwillbeabigtimesaverforstudents.Opposit

23、e,thepriceishigherthentheself-service.Theshoplocatedinthefirstfloor.Itisverysmall,soitjustoffersomesnacks,severalbeverage,icecreamandsomeotherpinhead.Thesuper-marketislittlefarfromXuezhibuilding,sostudentsusuallybuyfoodsanddrinksinthere.Therefore,thepriceofgoodsinthisshopishigherthenothershopoutside

24、.ThetrafficinXuezhibuildingisconvenient.Thereisasubwaystationandtwobusstationnearit.5.0ConclusionAccordingtotheresearch,alotofproblemswasreflex.throughinvestigationandresearch,collectlotsofdataandsuggestion.Inthefirstplace,manystudentsweresatisfiedwithdormitoryenvironment,althoughhassomeshortages.Th

25、eythoughtthedormitorycleanandcomfortable,infrastructurewellandlivingconvenient.Butaboutbathroomshouldbeimprove.Inthesecondplace,aboutclassrooms,mostofstudentssatisfiedwiththeenvironmentbutdissatisfiedtheteachingfacilitiesinespecialthecomputers.Inthethirdplace,aroundenvironmentandtraffic,almostofpeop

26、learesatisfied.Finally,thewholeenvironmentofXuezhibuilding,itsadvantagesoutweighsitsdisadvantages.6.0RecommendationThroughtheresearchdiscoveredsomeshortageaboutXuezhibuildingenvironmentandcustomerservices.Accordingthissituation,togivesomeadvisesbelow:Controltheexternalpersontoenter.Renewaltheteachin

27、gfacilitiesDecreasethepriceofpublicbathroom7.0BibliographyTurban,Efraim(2002).ElectronicCommerce:AManagerialPerspective.PrenticeHall.ISBN.PaulH.Selden(December1998).SalesProcessEngineering:AnEmergingQualityApplication.QualityProgress:5963.8.0AppendixAppendixAQUESTIONAIRETheenvironmentandcustomerservicesofXuezhibuildingDoyousatisfiedthedormitorysoundinsulationeffect?A.SatisfiedB.GeneralC.DissatisfiedDoyousatisfiedwithheatingserviceofd