A project designed to tackle a problem in customer service－ How to improve the service quality of our company详解.doc

A project designed to tackle a problem in customer service－ How to improve the service quality of our company 论文摘要 本研究的主要目的是通过实际运用商务英语课程中所学到的理论知识来提高本公司的售后服务质量，解决客户对我公司服务不满日益增多的问题。作者是冠亚信息科技有限公司浙江分公司下属的一名售后服务工程师。近年来随着本公司业务范围的扩大，客户数目的增多而售后服务却没有及时跟进，导致客户满意度下降，服务质量有所降低，而且在公司的服务工程师间对工作过于紧张的抱怨也增加了！这些问题的主要原因有以下几个方面：服务人员数量不足，服务人员素质良莠不一，维修备件准备不充分。本项目的目标就是针对以上三个问题原因设计出一一对应的解决方案，提高我公司的服务质量，保证甚至提高市场占有份额。项目假设如果我公司有了足够人力资源，服务人员有着专业的服务知识，并且有充分的备件供应，我们的售后服务质量将有很大的提高。项目实施的对象是我公司售后服务部。实施项目主要内容包括招聘足够数量的服务工程师，对所有售后服务人员进行系统专业的服务课程培训，同时购买足够的维修备件，最后通过实际工作中对此项目的直接实施对象-公司的服务工程师和客户的意见反馈的调查来检验项目实施情况。项目实施时间是2006年5月至2006年9月。我们通过以上调研方式得出的结果是令人满意的，现在在客户中间对我们的服务质量有了较满意的评价，而在服务工程师中对工作的抱怨也减少了很多。这说明我们的项目是有着很积极的意义的，达到了当初设计的目标，对公司的发展起到了促进作用，而对我个人来说则锻炼了我的商业问题处理能力和英语实际应用能力，是一个比较完善的项目计划。  Abstract This project is designed to improve our company’s after-sale service quality. In recent years our company’s service quality has not improved as quickly as required by the increase of our market share, thus leading to many problems - our clients start complaining about our poor service and our service staff feel very exhausted after work. These problems are very harmful to our company. So it is very important to improve service quality to keep our market share. I think if we have enough human resources and spare parts, with high quality professional training, things may be different. So we start to investigate-both of our clients and service staff, then decide how much spare parts and new staff are needed, and then request the fund from our headquarter to purchase enough spare parts and hire new staff, finally we have qualified training and give our service staff necessary training course. After we executed this project we were happy to see the result was satisfactory, by investigating the direct target of this project – the service staff and clients of our company, the dissatisfaction from both of them decreased. So the result was consistent with our initial hypothesis, our clients said our service quality