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1、A project designed to improve the proficiency of staffs Business English dealing with customer service论文摘要欧拓电子有限公司是一家世界级以生产监测系统、软件、传感器、平衡装置、油类分析仪、便携式仪器、仪表测试和校正仪等为主的公司，其产品功能是用来保护机械和热力学工业设备的安全运行。公司在43个国家的工业区设立办公室,拥有许多国外客户，客户主要经营为电力业、化工及一些其它行业。随着客户的增加和业务的发展，客户投诉也越来越多，近期投诉的热点是多家客户认为我们公司未能提供有效、流畅的客服服务，这制
2、约了公司业务的进一步发展，导致公司部分客源流失及营业额的下降。我公司客户服务部门集中精力针对这个问题进行分析和研究，发现主要在于客服人员的商务英语水平不够熟练,对商务英语的专业知识掌握不够，以致不能与客户很好地沟通，从而导致客户投诉不能及时处理及找到合理的解决方案。我作为一名客服经理，在最短的时间内有效提高客服人员的商务英语水平迫在眉睫。我们计划建立一个培训系统，即可在短期内提高客服人员的商务英语水平，又能长期实行下去，从而实现我们的目标，即提高我们的服务质量。我们利用十周的时间从2007年4月20日到6月30日完成了这一项目的初步分析、调查、计划和实施。本论文前期通过对客服人员面对面交谈调查
3、、对客户的问卷调查、SWOT分析等调研方法确定了培训计划的目标方向。在中期的计划执行过程中，通过采取项目进度流程表等检查与评估形式确保培训课程内容得到了充分执行。经过前期周密的调查分析及制定切实可行的培训计划，以及中后期的严格执行与分析评估，培训系统得以顺利完成并取得了预期的效果。客服培训系统在及时性、信息的长期有效性、沟通的交互性方面具有独特的优势，通过所学到的知识能解决客服中遇见的问题，在一定程度上提高了客户的满意度，同时也使公司的业务量得到了相应的增加。通过此次培训计划的实施，我们同时意识到，此培训系统尚不完善，该培训系统并不能解决所有的问题。在科技高度发达及客户日趋增多的今天，要使公司
4、的发展常胜不衰，切实有效完善培训来提高客户服务质量将是一个极富竞争力的法宝。Abstract Overtop limited, is a world leader in the design and manufacture of intuitive interface technologies and products. The Company designs, manufactures and distributes products and systems with an objective to make peoples lives safer, more productive and
5、comfortable.This paper presents a detailed report of a project implemented to solve the problem of the improficiency of the Business English of our staff. It is hypothesized that if the training system is established and the training is carried out timely to our staff, then customers needs and wants
6、 will be better satisfied and our company will become more competitive. Scientific research methods of customer survey, such as questionnaires and SWOT analysis were used in the identification, analysis of problems and project evaluation. Activity Flow Chart with Time Scale and Project Progressive C
7、hecklist were used to monitor the project implementation. As a Sales service manager, I am in charge of the implementation of this project. We take ten weeks to complete this project from 20 April to 30 June 2007. After the implementation of this project, staffs abilities of using Business English a
8、re significantly improved. The goal was achieved through the team efforts of all the project members. After the implementation of this project, staffs abilities of using Business English are significantly improved. The great majority of customers are now satisfied with all kinds of communication wit
9、h Overtop .The project hypothesis has proved to be reasonable and applicable. Table of ContentsPages1. Introduction 72 Summary of the Preliminary research8 2.1. Problem 8 2.2. Problem analysis8 2.2.1 Problem description8 2.2.2 Questionnaire survey8 2.2.3 SWOT analysis9 2.3 project objective10 2.4 pr
10、oject hypothesis103. Project Rationale104. Project Design104.1. Planning activities104.1.1 Activities with time-scale104.1.2 People involved and responsibilities124.2. Costing134.3. Risks analysis135.Project Implementation145.1. General introduction of time, place of project implementation 145.2. Th
11、e working steps of implementation145.3.Monitoring156.Project Findings and Discussion166.1.Results166.2.Discussion167. Conclusion16Bibliography18Appendix1: The Project Progressive Checklist19Appendix 2: Questionnaire203A project designed to improve the proficiency of staffs Business English dealing w
12、ith customer service1. IntroductionOvertop Limited, founded in 1974, is a global technology and manufacturing company that provides innovative automation and control solutions to our customers in the industrial, commercial and consumer markets. Our businesss been going smoothly. But recently we rece
13、ived more and more complaints from some clients about our staffs improficiency of Business English application which resulted in business delay and even the worse, losing the deal. In order to keep up with or outpace competition in such a changeable global market, it is quite necessary to improve ou
14、r staffs Business English proficiency as soon as possible. Otherwise it would be faced with shrinking numbers of customers. Being in charge of the Sales Service Department, I have looked into the situation and propose a solution to this problem. A short-term Business English training should be launched immediately with an aim to educate enough staffs to carry out particular responsibilities.After having made a simp
