大鼠前列腺素E2(PGE2)ELISA试剂盒说明书

英语客服HowtoImproveCustomerServicesbyCommunicativeSkillsStudentIDnumberW2003A2001B0025SupervisedbyMs.ZhangShanshanApapersubmittedinfulfillmentoftherequirementsofthedegreeofBachelorofArtsTheInstituteofOnlineEducationBeijingForeignStudiesUniversityFebruary2007ThefinaldraftAcknowledgementIammostgratefultomysupervisorProf.ZhangShanshan.Withoutherkindsupport,greateffortsandvaluablesuggestions,thisthesiswouldnotevenhavebeenfinished.GratitudealsogoestoGSNCustomerServiceDepartment.Theysupportedmeanddideverythingtheycouldformyresearchproject.Lastbutnotleast,manythanksgotomyparents,whohavebeensharingmyworries,frustrations,hopesandmyultimatehappinessineventuallyfinishingthisthesis.论文摘要皆斯内（GSN）是一家德商独资物业公司，成立于1996年，是中国唯一的一家德国物业管理服务有限公司，在上海和北京均有分公司。综合业务包括物业管理、项目管理、设备管理、物业评估和物业咨询。随着上海业务的不断扩大，皆斯内公司决定在2006年8月接管一个已有10年历史的高档别墅小区--富虹花园。通过调查得知有些业主对前任物业公司客服服务不甚满意；主要问在于客服人员缺乏日常英语对话能力和沟通能力，不能很好地与外籍业主进行有效沟通。基于此，如何通过提高员工素质，尤其是员工与外籍业主的沟通能力，从而使业主认同公司员工的服务，对公司能否成功入住该小区至关重要。作为客服主管，在2006年6月15日至7月12日期间，我利用一个月的时间成功地完成了对这一课题项目的分析、调查、计划和实施。由于员工的服务受到了业主的一致好评，最终我公司成功地入驻该小区，接管了富虹花园。通过此课题项目计划的实施，GSN的客户服务更趋和全面，更好地打造了公司品牌。同时，由于我们用国际化的服务全方位地要求所有员工，极大地提高了我公司的知名度并使皆斯内物业公司的客户服务水准走在同行的前列。本文介绍了我所完成的课题项目的始末：通过业主需求分析，SWOT分析,调查问卷和员工集思广益等方法来找到有效整改；通过对业主的电话回访、通过电子邮件与业主联系及面对面交流等形式获得反馈信息，制定出项目实施的详细流程及时间表；通过对现有公共设施进行更新，通过对员工进行英语及业务培训、改善员工对业主的服务态度，来提高业主对我公司服务的满意度；通过费用分析来确保项目实施的可行性。另外，本文还运用实证的方法，就如何对员工的英语沟通能力和职业规范的培训来提高总体服务水平提出自己的看法。关键词：客服服务；员工培训；交际能力；满意度AbstractGSNisaGerman-investedPropertyServicesCo.,Ltd.andhasbeenoperatingsuccessfullyinChinasince1996.Itprovidesawiderangeofservices,includingpropertyservicesmanagement,projectmanagement,equipmentmanagement,propertyassessmentandconsultingservices.InordertoexpandbusinessesinShanghai,thecompanyintendedtotakeoverthe10-year-oldVillaCompoundEliteGardeninAugust2006.WeweretoldthatmanyemployeesfromtheformerpropertyservicescompanywerenotabletocommunicateefficientlywiththeownersfortheirpoororalEnglishandinterpersonalabilities.Therefore,howtoimproveouremployees’communicativeabilitymattersagreatdealtous.Beingacustomerservicesupervisor,IdidaresearchprojectfromJune15toJuly12,2006,whichcoveredpreliminaryanalysis,investigation,planningandimplementationoftheplan.Havingsuccessfullycarriedouttheresearchproject,wehavefinallytakenoverthevillaandmettherequirementsofalltheowners.Inaddition,witheverythingdonetomeetinternationalstandards,wehaveestablishedawell-knownbrandofourcompanyandmadeourcompanyaleadingoneintheserviceindustryThisthesistellsabouthowmyresearchprojectwasdone.WeanalyzedourcustomerneedsandmadetheSWOTanalysis;wedistributedquestionnairesandmadecustomersurveys;wehadbrainstormsanddiscusseddetailsamongusstaffmembers;wedrawupplansforimprovementandcontactedourcustomersfortheiropinions;wetrainedouremployeesinEnglishandprofessionalethics,especiallyintheiroralEnglishcapacities;weestimatedcoststoensurefeasibilityoftheimplementation.Byemployingtheempiricalmethod,thethesiscomesupwithsuggestionsabouthowtotrainemployeesincommunicativeskillssoastoperfecttheoverallservicesandwincompletesatisfactionfromthecustomers.Keywords:customerservice;employeetraining;communicativeskills;satisfactionTableofcontentsPage1.Introduction----------------------------------------------------------------------------------------12.ProjectRationaleandProjectHypothesis---------------------------------------32.1ProjectRationale--------------------------------------------------------------------------------32.2ProjectHypothesis------------------------------------------------------------------------------33.ProblemAnalysis-----------------------------------------------------------------------------------43.1FinancialProblemAnalysis------------------------------------------------------------------43.2HumanResourceProblemAnalysis-------------------------------------------------------54.ProjectDesign----------------------------------------------------------------------------------------54.1Customers’NeedsandWantsAnalysis-------------------------------------------------54.2TheSWOTAnalysis-----------------------------------------------------------------------------64.2.1Strength------------------------------------------------------------------------------------74.2.2Weaknesses-------------------------------------------------------------------------------74.2.3Opportunities-----------------------------------------------------------------------------84.2.4Threats-------------------------------------------------------------------------------------84.3RiskAnalysis-------------------------------------------------------------------------------------94.4CustomerProfile---------------------------------------------------------------------------------94.5ProgramObjective------------------------------------------------------------------------------94.6CustomerSurvey---------------------------------------------------------------------------------105.ProjectImplementationandEvaluation----------------------------------------------105.1ProgramActivities-------------------------------------------------------------------------------105.2ThreeStepstoBeFollowed------------------------------------------------------------------115.3AnAnalysisoftheThreeSteps-------------------------------------------------------------115.4PeopleInvolvedandTheirRespectiveResponsibilities---------------------------125.5ActualImplementationoftheProject---------------------------------------------------125.6CostConsideration-----------------------------------------------------------------------------135.7PlanfortheMonitoringandEvaluatingoftheProject-------------------------------145.7.1Monitoring--------------------------------------------------------------------------------145.7.2Evaluating--------------------------------------------------------------------------------146ProjectFindings-------------------------------------------------------------------------------------156.1BadConsequencesofFailureinCommunication-------------------------------------156.2ImportanceofCustomerSurvey-----------------------------------------------------------156.3BenefitofBrainstormingActivities--------------------------------------------------------157Conclusion---------------------------------------------------------------------------------------------15Bibliography-------------------------------------------------------------------------------------------------18Appendix:QuestionnaireforPropertyServices--------------------------------------19IntroductionBeforeIcametoworkinEnglishFirstSchoolinSeptember2006,IworkedwithGSNPropertyServicesCo.,Ltd.,whereIwashiredasacustomerservicesupervisorfortwoyearsfromAugust2004toAugust2006.GSNisaGerman-investedPropertyServicesCo.,Ltd.andhasbeenoperatingsuccessfullyinChinasince1996.Itprovidesawiderangeofservices,includingpropertyservicesmanagement,projectmanagement,equipmentmanagement,propertyassessmentandconsultingservices.ThecompanyenjoysaverygoodreputationAtthebeginningofJune2006,thechairmanoftheestatescommitteeofOldVillaCompoundEliteGardenaskedustotemporarilytakeoverthecompoundforthreemonthsastheirresidentswerenotsatisfiedwithservicesprovidedbytheirformerservicescompany.InordertoexpandbusinessesinShanghai,ourcompanyintendedtotakeoverthecompoundnotjustfor3months,butforgood.Actuallyseveralcompanieshadmadeabidfortakingoverthegarden,soweknewwewouldbereplacedbyoneofthemifwefailedtosatisfytheneedsofourcustomers.Itbecameveryurgentforustosolveallkindsofremainingproblemstosatisfytheneedsofourcustomers.Asacustomerservicesupervisor,IwastransferredtothegardenonJune7th,2006andwasaskedtodoaresearchprojectonhowtosatisfyourcustomers’wantsandneeds.Theresearchprojectmattersagreatdealtothecompany,becauseitisofvitalimportancetowhetherwecouldtakeoverthegardenforgood.Ispentsometimeinvestigatingandcollectingrelevantinformationandmaterials.Ifocusedonthreeaspects,namely,conceptofcustomerservice,importanceofcustomerserviceandwaystoimprovecustomerservice.Finally,Idrawtheconclusionthatourstaffmembers’communicativeskills,includingtheiroralEnglishabilityandinterpersonalskillsaredecisivefactors.ThegoalofmyresearchprojectistoupgradeourservicelevelbyimprovingcommunicativeskillsofourstaffmembersinordertomakeitpossibleforourcompanytoestablishharmoniousbusinessrelationswiththeOldVillaandtobuildupcloserrelationshipswiththeresidentsintheGarden.Accordingly,itwasurgentforthestafftohavefullunderstandingofourcustomersfirstandtoenhanceoralEnglishskills,interpersonalskillsandmanagementskillssoastobeabletodealwithproblemsofthecustomersmoreefficiently.IdidtheresearchandcarriedouttheprojectfromJune15th,toJuly12th,2006,exactlyfourweeks.Wefirstdistributedquestionnaires(SeetheAppendix)andmadecustomersurveystoknowtheweaknessesinthecustomerservice.FromtheresultsoftheQuestionnairesandsurveys,Iknewthatourcustomersexpectedourstafftobeabletocommunicatewiththembeforewecouldsolvetheirproblems.Forthatpurpose,mycolleaguesandIhadabrainstormmeeting.ThenIdesignedatrainingprogramafterIhadadiscussionwithourprofessionalconsultants.WedecidedtobeginwithimprovingtheoralEnglishofourstaffandtheireverydaybehaviorsaswelearnedthatstaffintheformerservicescompanyfailedtocommunicatewiththeowners,whichledtothedissatisfactionoftheowners.Actually,allourstaffmemberswereabletospeakalittleEnglish.Thedifficultywasthattheywerepoorinsometechnicaltermsorsomespecificexpressions.Icollectedsomephrasesandexpressionsandcompiledthemintoahandbook.Ihadthebookrecorded(ofcourse,nativevoice)andaskedthestaffmemberstolistentotherecordingoverandoveragain.Wespentanhoureachdayinthethirdweekofmyprojectimplementation,practicingoralEnglishtogether.Iactedasanownerandaskedthemvariousquestions.Inaddition,wealsoaskedourstaffmemberstothinkofsomethingelsethatwemightbeaskedabout,anddiscussedsatisfactoryanswerstogether.Contrastedwiththestatisticsofcustomersatisfactiononemonthbefore,ourtrainingprogramprovedtobeasuccesssincethedegreeofourcustomersatisfactionwasraisedtoagreatextent.Wefinallysucceededintakingoverthegarden.2.ProjectRationaleandProjectHypothesis2.1ProjectRationaleSincewhatIdidwasaimingtoimproveourcustomerservices,Ispentsometimeinvestigatingandsearchingforrelevantinformationandmaterialsastheoreticalbases.Ifocusedonthreeaspects,namely,conceptofcustomerservice,importanceofcustomerserviceandwaystoimprovecustomerservice.BensonSmithandTonyRutiglianosaid(2003)“tosolveclients’problemscanwintheirtrust”.Whattheyhavesaidsetsahighercustomerservicestandardandalsogivesusdirectionsoradviceonhowtoprovidegoodcustomerservice.Togettoknowcustomers’opinionsaboutservice,PracticalBusinessProjectandProposalDesign(JohnHilton,2001)statesmanyspecificmethods,suchasgroupdiscussion,customersurvey,andquestionnairesforresearch.WorldClassEnglishForBusiness(TheopenUniversityandBritishCouncil,2001)providesothermethods,forexample,face-to-faceinterviews,follow-upsurveys,telephoneinterviews,andsoon.EnglishBusinessReportWriting(ChangYutian2003)introducesmanywaysonhowtogetdataanddesignquestionnaires.PracticalProjectDesign(GuYueguo,2002)providesaseriesofprocessesfromthedesignofaproject,topresentingprojectreportandtoassessment.AllthesegavemeenlightenmentwhenIwasdoingmyresearchproject.Generallyspeaking,customerserviceisacomplexsystem.Itincludestwoimportantfactors:oneisthecustomers’relationshipwiththestaffmembersoftheservicecompanyandtheotheristhecompany’sservicetocustomers.Thetwofactorsarebasedontimelyandefficientmutualcommunicationandunderstanding.Accordingly,itrequiresthatserviceworkersbeabletospeakgoodEnglishtoassuretimelyandefficientmutualcommunicationandunderstandingbecauseweareservinginternationalcustomers.2.2ProjectHypothesisAsisknowntoall,customerserviceworkersareonthefrontlinesincetheyfacecustomerseveryday.Therefore,theirprofessionalknowledge,behaviorsandperformancesrepresenttheimageofthecompany.Itisnotdeniablethat,intoday’smarket-orientedeconomy,oneofthemostpowerfulweaponsfortheserviceindustrytowinthemarketistoprovideexcellentcustomerservice.Thecustomersareourmostvitalassetstosomeextent.Beforewecouldattractmoreloyalcustomers,theEliteGardenmanagementofficeshouldunderstandthefact,shouldfacethecustomerservicewithanewattitudeandpaygreatattentiontoemployees’communicativeabilities.AsIseeit,trainingisoneofthenecessaryandefficientmethodstoimproveemployees’communicativeabilitiesinvariousaspects.Thefirstisbasictraining.Thetrainingprojectenablesemployeestoknowourservices,oursystemsandproceduresandefficientwaystocommunicatewiththecustomers.Thesecondiscompetitiveskillstrainingaimingtoadvancethestaff’sperformance,whicharecalled“softskills”,includingoralEnglishabilitiesandinterpersonalskills,ourattitudetowardourcustomersorcustomerawareness.OralEnglishabilitiesandinterpersonalskillsareakeyelementincustomerservice.Customersaremoredemandingthanever,astheyhavetherighttodemandgoodservices.Theemployees’abilityindirectlydealingwithcustomersisavaluablecomponent.Thereby,itisessentialtoimprovecustomerserviceworkers’knowledgeandcommunicativeskills.Onlyacustomerserviceworkerwhoisknowledgeable,efficientandfriendlycanwincompletesatisfactionfromhiscustomerswhojustwanttogetexactlywhattheypayfor.Inaword,itishypothesizedthatifweshouldsuccessfullytrainourserviceworkersintheirprofessionalknowledge,oralEnglishabilities,interpersonalskillsandprofessionalethics,mycolleaguescouldefficientlycommunicatewithourcustomersandfullysatisfyourcustomers’needs,andwewouldcompletelytakeovertheOldVillaCompoundEliteGardenandforgood.3.ProblemAnalysis3.1FinancialProblemAnalysisAmongallthe106households,only35gaveusmanagementfeesthefirstmonthwewerethere.Weshouldhavehadanincomeof99906.74yuanthatmonth,butactuallywereceivedonly32150.82yuan.Thatistosay,whatwereceivedwasonlyonethirdofwhatweshouldhavegot.GSNEliteGardenbranchwaslocatedintheGarden,andwehadtopayfortherent,whichcost1200permonth.Werecruitedtwonewstaffmembers,whichmeansmoremoneyshouldbeallocatedforpayment.ThesumofmoneyforpaymenttoallthefifteenstaffmembersintheGardenamountedtoabout45000yuan,Thirtypercentofthewholeincomewastobesubmittedtotheheadofficeofthecompany.Morethingsthatneededmoneywerewaitingtobedone.Itwasobviousthattheincomecouldnotbalanceexpenditurethefirstmonthwewerethere.3.2HumanResourcesProblemAnalysisIntheEliteGardenbranch,wehad15peoplealtogether.Ofthe15ofus,onewasthemanager,onewasthecustomerservicesupervisorandassistantmanager,fourwerecustomerserviceworkers,onewasthemaintenancesupervisor,onewastheheadoftheguardsandsevenguards.Wehadonlyfourofthestaffmembers,whodealtwithdailycustomerserviceduties,and2ofthemweregreen-hand,whograduatedfromvocationalcollegesin2005.ThereasonwhydoesthecompanyrecruityoungandinexperiencedserviceworkersisthatweneedtokeepdownthecostwiththeexpansionofthebusinessinShanghai.Asthetwoyoungmenhadjustgraduatedwithnoexperienceinthecustomerservicesindustry,theyhadmanyproblemsincommunicatingwiththecustomers.EventhoughtheyhadpassedCET-4,theystillwerenotabletocommunicatewithourforeignresidentsverywell.Besides,theydidnothaveenoughprofessionalknowledgetodealwithproblemsthatoccurredduringtheirworkingtime.ThemaintenancesupervisorandalltheguardsneededtrainingintheiroralEnglishsincetheirpoororalEnglishhadaffectedthequalityofcustomerservicesseriously.Astheheadintheoffice,IhadtothinkaboutmeasuresonhowtoimprovetheiroralEnglishandinterpersonalskillstoensurethequalityofourcustomerservice.4.ProjectDesign4.1Customers’NeedsandWantsAnalysisInorderforourcustomerstounderstandusbetter,wehadadiscussionmeetingwith5representativesfromtheowners,3beingforeignerresidentsrespectivelyfromGermany,MalaysiaandtheUSA,andtheother2beingHuQian,thechairmanoftheestatescommitteeandLuoJun,amemberoftheestatescommittee.Weinvitedthemtoourmanagementofficeandgavethemaquestionnairewiththefollowingquestions:Areyousatisfiedwiththeperformanceofoursecurityguards?Areyousatisfiedwiththeperformanceofourmaintenanceworkers?Areyousatisfiedwiththeperformanceofourcustomerserviceworkersandmanagementstaff?Areyousatisfiedwiththepublicfacilitiesinthecompound?Doyouthinktrafficsignssuchasspeedlimitsignsproper?Areyousatisfiedwithourmailservice?DoyouhaveothersuggestionsconcerningourServiceGuide?Wegotfeedbackandconstructivesuggestions,whichareveryhelpfulforimprovingourcustomerserviceinEliteGarden.Thefollowingaretheirsuggestions:ThenumberofsecurityguardsonnightshiftshouldbeincreasedandtheiroralEnglishshouldbeimproved;Theskillsofmaintenanceworkersshouldbeupgradedandtheyshouldpreparemorematerialsandsparepartstoincreaseefficiency;TheoralEnglishofthosewhoworkinthecustomerserviceandthosewhoaredoingthemanagementjobshouldbeimprovedsothatcomplaintscanbehandledtimelyandefficiently.ApictureoftheEliteGardengateshouldbeprintedonthecoverpageoftheServiceGuideandtheguideshouldincludesomecontactinformationoflargehospitalsandforeign-investedbanks,suchasphonenumbersandemailaddresses.4.2TheSWOTAnalysisTofurtherunderstandthecurrentsituationandthecustomers’suggestionsdescribedabove,wemadeaSWOTanalysisofthesituation,includingourstrengths,weaknesses,opportunitiesandthreatssothatwecouldhaveafullunderstandingofourcomprehensivesituation,bothadvantageousanddisadvantageousfactors.4.2.1Strength AsaleadingGerman-basedpropertyservicescompany,wehadagoodreputationinChina,especiallyinShanghai.Ascomparedwiththepropertymanagementfeesofothercompaniesinthesameline,ourpricewasthemostreasonable.WehadverygoodrelationshipswithsuchfunctionalagenciesascableTVcompanies,water-supplycompaniesandelectricity-supplycompanies.WilliamsLu,theSitemanager,wasaseasonedmanagerwhohadrichexperienceinpropertyservicesindustry.ThestaffmembersinEliteGardenhadstrongteamspirit.Wewereunitedasoneandcooperatedwellwitheachother.Weknewthatweshoulddothingsaccordingtotheplanandthatsometimesweshouldactonourownsoastoimprovetheplan.Mostofushadcreativity.Thepersonnelonthemanagementlevelinthecompanywerewelltrained,experienced,andenthusiasticintheirwork.Ourservicewas24hoursaday,7daysaweek.Thecustomerservicestaffandthesecurityguideswereenthusiasticandfriendly.Whenanyfeedbackfromcustomerswasnegativetothem,theycouldalwaysfindouttheproblemandtrytosolveit,makingthingsbetternexttime.Wehavemodernofficeequipment,suchasteleconferencesystem,videoconferencesystem,etc.4.2.2WeaknessesWewereinurgentneedofhighqualitysecurityguardsorcustomerserviceworkersasourcompanyhadbeenexpandingourbusinesses;wecouldnotopenthegymnasium,theyogaroomortheswimming-pool,astheformercompanyfailedtohandthemovertous.Assomeoftheresidentsweregovernmentofficials,theywouldliketodecoratetheirroomsafter6:00pmandattheweekends.Asaresult,theywoulddisturbtheirneighborsandbroughtusdifficultyinpropertymanagementtoacertainextent;Someofouremployeeslacksystematicandformaltraining,lackprofessionalknowledge.ManyofthemwerepoorinoralEnglishandinterpersonalskills.4.2.3OpportunitiesWecouldsignalong-termagreementwiththepropertycommitteeif2/3ofalltheresidentschoseus.Throughquestionnaires,weknewthat1/2oftheresidentshadexpressedtheirhopethattheywouldchooseus.Ourcompanywouldattend2006ShanghaiProperty&ServiceFairatShanghaiGuangdaExhibitionCenterintwoweeks’time,whenwecouldinviteourcustomersintheEliteGardentotheexhibitionsoastoletthemhaveanbrand-newunderstandingofourcompany.Inadditiontopropertyservices,ourcompanyprovidedleasingservices.SeveralforeigntenantscametoliveinEliteGardenthroughourLeasingDepartmentandthesetenantsreallyhadagoodimpressionofourcompany.What’smore,manytenantsintheEliteGardenbegantohavemoretrustinusespeciallyafterthefactthataJapanesetenantgothismissingwalletback,whichwasfoundbyoneofoursecurityguides.4.2.4ThreatsThesituationwasnotwhollyoptimisticastheformerpropertyservicecompanywasstillusingthehouseofoneoftheresidentsastheirofficeandhadacloserelationshipwiththedeveloper.Theysometimesstoodinthewayonpurposewhenwewerecarryingoutourduties.Theytookawaybillssenttousbytheelectricitycompany,thewatercompanyandthegascompany.Theykeptthebillstopreventusfrompayingourbillstimelysothattheimageofourcompanywasmoreorlessdamaged.Otherpropertyservicescompanieswerecompetingwithus.DongHuPropertyManagementCompanyandShanghaiLujiazuiPropertyManagementCompanyweretwoexamples.Duringthefirstweekwewerethere,twohousekeepers