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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 Xuezhi building overall environment. There are twelve questions in the questionnaire. There were 100 respondents did the questionnaire who
