HND商务沟通技巧报告.docx
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HND商务沟通技巧报告.docx
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HND商务沟通技巧报告
Communication:
Analyzingand
PresentingComplexCommunication
Outcome1
DE3N34
Candidatename:
ClassandGrade:
REPORTONCUSTOMERSERVIC
INCAMBRIDGEUNVERSITY
TABLEOFCONTENT
1.0Introduction…………………………………………..1
2.0Procedure……………………………………………..1
3.0Customercare………………………………………..1
4.0Theteachingsystemofschool……………………….....1
4.1Theteachingfacility.......................................................................1
4.2Teacherresourceandquality……………………………………..2
4.3Thelibraryofschool……………………………………………...2
5.0Thelifeintheschool…………………………………...3
5.1Canteen…………………………………………………...……...3
5.2Dormitoryofschool………………………………...…………..3
6.0Theentertainmentofschool……………………………4
6.1Sports…………………………………………………..………..4
6.2Activityandamusement………………………………..………4
7.0Conclusion……………………………………………...5
8.0Recommendation………………………………………5
9.0Bibliography……………………………………………6
10.0Appendixes……………………………………………..6
1.0Introduction
TheaimofthisreportistodescribethecustomerserviceinCambridgeUniversity.TheobjectiveofthereportistoimprovethecustomerserviceofCambridgeUniversityanddoassessmentofcustomercare.
ThereadershipofthereportarethepeoplewhoworkinginCambridgeUniversity.
Thisreportwillcover4parts.Theyarethedefinitionofcustomercare,theresearchsections,conclusionandrecommendation.
2.0Procedure
Inordertocollecttheinformationtoproducethisreport,theinternetandvarioussearchengineshavebeenusedtoaccessthecustomerserviceinformationofCambridgeuniversity,thisisthemosteffectivewayofobtainingtheup-to-dateinformationneeded.Alsothequestionnaireshavebeenusedinthiscustomerserviceresreach.
3.0Customercare
Acustomercareisthewaytoimprovecustomersatisfaction.Thecustomercarecouldresponsecustomer’srequest.Inuniversity,thestudentsaretheprimecustomer.Asastudent,themostimportantaspectforthemisstudy,sotheinvestigationdividedinto3sections,including:
study,lifeandentertainment.
4.0Theteachingsystemofschool
4.1Theteachingfacility
Thethreemajorcampusesincludemorethan180teachingrooms.Theserangefromcollaborativeteachingandlearningspacestoseminarroomsandtraditionallecturetheatres.Computerlaboratories,roomsandpracticaltrainingareascaterforspecialisedneeds.Largelecturetheatresarefittedwitharangeofmodernteachingtechnologytools.Video-conferencingisalsoavailableinselectedrooms.IntheCambridgeUniversity,theUniversity’sinnovativeCollaborativeTeachingandLearningCentres(CTLC)addnewdimensionstoavailableteachingspaces.TheCentresareequippedwithstate-of-the-artaudiovisualteachingequipmentandconsistofaseriesofspacesthatallowforgroupwork,teaching,photocopying,printingandrecreation.TheCambridgeUniversityanticipatesandrespondstostudentlearningandresearchneeds,producingpositivegraduateoutcomesandprovidingtheinformationinfrastructurenecessaryforleading-edgeresearchactivities.
4.2Teacherresourceandquality
ThereisnodoubtthatteacherresourceofCambridgeUniversitywasthemostexcellentoneallovertheworld.
Thereare1,000teachersand1,000visitingscholarworkedinCambridgeUniversity.Cambridgehas16,900studentsconsistof6935postgraduates(72%ofpostgraduatescomefromotheruniversityand42%ofpostgraduatesareForeignstudents).
Theschoolhasitseffectivemanagementteam.ThePresidentofCambridgeisqueen’shusband--princePhilipCalendar,hasanAssistantDirectorforroutine.
TheachievementofCambridgeUniversityisgreatandthereare78peoplewhofromCambridgeuniversitywontheNobelPrize
4.3Thelibraryofschool
ThelibraryofCambridgeuniversityplaysaessentialroleontheuniversitylifeofstudents.Thelibraryofferedstudentdiverseservicesandsatisfiedtheirwantsandneeds.
ThereareseveralimagingserviceswhichprovideinLibraryofCambridgeUniversity,theyareincludedthatscanning,photocopying,singleimagecapture,conservationstandcaptureandimagereproductionsonmicrofilm.
TheUniversityLibraryhasitsloanscalled‘Inter-LibraryLoans’whichoffersaccesstomaterialnotheldwithinCambridgeUniversitybutsupplyingmaterialfromotherlibraries(BritishLibraryandotherLibrarieswithintheUKandoverseas).
5.0Thelifeintheschool
5.1Canteen
InCambridgeUniversity,thereare5canteensinsideschoolareaandtherearealso46restaurantsopenedforthestudents.Fromtheresearchofthecanteen,moststudentsthinkthattheaveragepricesofthecanteensarereasonableandtendtocheaper.Thecanteenssellvariousfoodstostudentsthusthestudentshavelotsofdifferentchoicesfortheirfood.Theatmosphereofthecanteeniscozybecauseofthetidycleanfacilitiesandthequietenvironment.Andthespaceofcanteensiscommodiousenough.Themostimportantoneisthattheattitudesofserviceareverygood,becauseofthewell-trainingstaffwithtechnicalskillsandserveawareness.
5.2Dormitoryofschool
CambridgeUniversitywasthefirstonewhichhasitsdormitoryandResidentialregulationinUK.Thestudentcouldchoseschoolapartmentorlocalfamilyforaccommodation.
AllofstudentsmustabidebytheBritishgovernmentdepartmentofhealth,socialservicesandfirepreventionsafetyregulationsandthemanagementofschool.Alsothestaffofdormitorywoulddotheirdutyresponsiblyandthestudentwouldbewillingtosupporttheworksofstaff.Thiscouldensurethatallstudentsareinthesafeandhealthyenvironmentandgetgoodcare.
Thestudent'sdormitoriesincludingHighfieldHouse,HighfieldLodge,HamiltonLodg,HighfieldHouseandHighfieldLodge.HamiltonLodgelocatedinCambridgecityandthecenteroftheCambridgeUniversity.Italsolocatedinthemostprosperousregionoftheuniversity.Thisdormitoriesdistanceschoolandtherailwaystationprobablyallforroadinthehalf,andthereprovidesingledormitoryortwopeoplethedormitory.
Thedistancewasclosefromdormitorytoteachingbuilding.Thestudentscouldwalkorcyclingtolibraryorteachingbuildingwithin10minutes.
6.0Theentertainmentofschool
6.1Sports
ThestudentsinUniversityofCambridgearekeentodosport,thustheUniversityofCambridgeoffertheabundantequipmentsandgymnasiums,theschoolalsoowneditsownbasketballteam,footballteam,fencingteamandsoon.IfthestudentswhowantaperfectbodilyformandbecomemorehealthycangototheFenner'sFitnessSuite.
Inaddition,thestudentcanobtaintheopportunitytoexperiencemilitarylifefromtheCambridgeUniversity.ThroughtheMilitarytraining,studentscangainthestrongphysiqueandprofessionalskillsofsurvivalandself-help.
6.2Activityandamusement
Allthestaffofthisuniversitycanfreeusethesportequipmentandgymnasium.TheCambridgeMuseumsandGalleries,CambridgeCinemas,MusicVenuesinCambridgeandCambridgeTheatresenrichedstaff’dailylife.Furthermore,theuniversityoftenprovidethechanceoftraveltotheirstaffs.Thatcouldrelaxedtheirbodyandmind.
Theteachersandstudentsattendtomanysortsofactivitiesorganizedbytheuniversityorstudentunion.
Therearemanysocietiesforthestudents.Especiallythestudentunion,havetheirownsocietieswhichprovideservicestotheirmembers.Thememberscanusethefacilitiesandsportsfieldforamusement.TheUniversity'sMuseumsandCollectionsalsoholdsomeexhibitionforstudentswhoareinterestedinartorclassicalcivilization
Thereare107societiesinCambridgeUniversitywhichconsistofthesocietiesofCommunityandCharity,International,Literary&Arts,MusicandScienceandtechnology,etc.
7.0Conclusion
ThecustomerserviceofCambridgeUniversityissatisfied.Thestudentsispositivetosupporttheworkofschoolandgivesomeadvicestoimprovethequalityofschoolwork.
Accordingtotheresearchandtheresponsefromstudents,theadvantagemorethanweakness,thepositiveinfluenceoverthenegativeimpact,inaword,thecustomercareinCambridgeUniversityissuccessful,butalsohavesomeweaknessshouldbeovercame.
Theweaknessofcustomercareofschoolincluding:
Thebrokenteachingfacilitiesarenotrepairedintime
Thestudentsdonotknowhowtousethefacilitiesinlibrary.Suchasthecopymachine,searchengineandetc.
8.0Recommendation
TheresearchhaddoneintheCambridgeUniversity,accordingtothefeedbackfromstudentsandtheanalysisofquestionnairesurvey,thestudentsgivesomeadvicesbelow:
Firstly,theactivitiesofentertainmentshouldbeincreaseandtheplanofactivitiesshouldbedelivertoeveryoneeffectivelyintheschool
Secondly,theoldteachingbuildingshouldequipsomemulti-mediasuchasprojectorandcomputer.
Thirdly,theschoolshouldprovidemoresingleroomforsomeparticularstudent.
Fourth,theopeningtimeofcanteenandlibraryshouldbeextendedmore.
Fifthly,theteachingandsportfacilitiesshouldberepairedintime.
9.0Bibliography
Websites:
http:
//en.wikipedia.org/wiki/University_of_Cambridge
http:
//www.cam.ac.uk/
http:
//www.cambridgecollege.edu/index.html
10.0Appendixes
AnquestionnaireaboutapartmentofCambridgeUniversity
[Satisfaction:
5 Normal:
4 notsatisfied:
3 poor:
2]
1.Quarters aresatisfiedwith theinternal space?
(Thenumber is toomany)
A.550%B.410%
C.320%D.220%
2. quarters hardwarefacilities satisfactory?
(Airconditioning, bathroom,beds, balcony)
A.570%B.410%
C.310%D.210%
3. quarters onhow cost-effective broadband network?
(Price,speed,service)
A.520%B.410%
C.330%D.240%
4.accommodation satisfactory?
(Price
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