HND 商务沟通技巧报告

Communication: Analyzing and Presenting Complex CommunicationOutcome 1DE3N 34Candidate name:Class and Grade :REPORT ON CUSTOMER SERVIC IN CAMBRIDGE UNVERSITYTABLE OF CONTENT1.0Introduction (1)2.0Procedure (1)3.0Customer care (1)4.0The teaching system of school (1)4.1The teaching facility (1)4.2Teacher resource and quality (2)4.3The library of school (2)5.0 The life in the school (3)5.1 Canteen (3)5.2 Dormitory of school (3)6.0 The entertainment of school (4)6.1 Sports (4)6.2 Activity and amusement (4)7.0 Conclusion (5)8.0 Recommendation (5)9.0 Bibliography (6)10.0 Appendixes (6)1.0IntroductionThe aim of this report is to describe the customer service in Cambridge University. The objective of the report is to improve the customer service of Cambridge University and do assessment of customer care.The readership of the report are the people who working in Cambridge University.This report will cover 4 parts. They are the definition of customer care, the research sections, conclusion and recommendation.2.0ProcedureIn order to collect the information to produce this report, the internet and various search engines have been used to access the customer service information of Cambridge university, this is the most effective way of obtaining the up-to-date information needed. Also the questionnaires have been used in this customer service resreach.3.0Customer careA customer care is the way to improve customer satisfaction. The customer care could response customer’s request. In university, the students are the prime customer. As a student, the most important aspect for them is study, so the investigation divided into3 sections, including: study, life and entertainment.4.0The teaching system of school4.1The teaching facilityThe three major campuses include more than 180 teaching rooms. These range from collaborative teaching and learning spaces to seminar rooms and traditional lecture theatres. Computer laboratories, rooms and practical training areas cater for specialised needs. Large lecture theatres are fitted with a range of modern teaching technology tools. Video-conferencing is also available in selected rooms. In the Cambridge University, t he University’s innovative Collaborative Teaching and Learning Centres (CTLC) add new dimensions to available teaching spaces. The Centres are equipped with state-of-the-art audiovisual teaching equipment and consist of a series of spaces that allow for group work, teaching, photocopying, printing and recreation. The Cambridge University anticipates and responds to student learning and research needs, producing positive graduate outcomes and providing the information infrastructure necessary for leading-edge research activities.4.2 Teacher resource and qualityThere is no doubt that teacher resource of Cambridge University was the most excellent one all over the world.There are 1,000 teachers and 1,000 visiting scholar worked in Cambridge University. Cambridge has 16,900 students consist of 6935 postgraduates (72% of postgraduates come from other university and 42% of postgraduates are Foreign students).The school has its effective management team. The President of C ambridge is queen’s husband-- prince Philip Calendar , has an Assistant Director for routine .The achievement of Cambridge University is great and there are78 people who from Cambridge university won the Nobel Prize4.3The library of schoolThe library of Cambridge university plays a essential role on the university life of students. The library offered student diverse services and satisfied their wants and needs.There are several imaging services which provide in Library of Cambridge University, they are included that scanning, photocopying, single image capture, conservation stand capture and image reproductions on microfilm.The University Library has its loans called ‘Inter-Library Loans’ which offers access to material not held within Cambridge University but supplying material from other libraries( British Library and other Libraries within the UK and overseas).5.0The life in the school5.1CanteenIn Cambridge University, there are 5canteens inside school area and there are also 46 restaurants opened for the students. From the research of the canteen, most students think that the average prices of the canteens are reasonable and tend to cheaper. The canteens sell various foods to students thus the students have lots of different choices for their food. The atmosphere of the canteen is cozy because of the tidy clean facilities and the quiet environment. And the space of canteens is commodious enough. The most important one is that the attitudes of service are very good, because of the well-training staff with technical skills and serve awareness.5.2Dormitory of schoolCambridge University was the first one which has its dormitory and Residential regulation in UK. The student could chose school apartment or local family for accommodation.All of students must abide by the British government department of health, social services and fire prevention safety regulations and the management of school. Alsothe staff of dormitory would do their duty responsibly and the student would be willing to support the works of staff. This could ensure that all students are in the safe and healthy environment and get good care.The student's dormitories including Highfield House, Highfield Lodge , Hamilton Lodg, Highfield House and Highfield Lodge. Hamilton Lodge located in Cambridge city and the center of the Cambridge University. It also located in the most prosperous region of the university. This dormitories distance school and the railway station probably all for road in the half, and there provide single dormitory or two people the dormitory.The distance was close from dormitory to teaching building. The students could walk or cycling to library or teaching building within 10 minutes.6.0 The entertainment of school6.1 SportsThe students in University of Cambridge are keen to do sport , thus the University of Cambridge offer the abundant equipments and gymnasiums ,the school also owned its own basketball team , football team , fencing team and so on. If the students who want a perfect bodily form and become more healthy can go to the Fenner's Fitness Suite .In addition, the student can obtain the opportunity to experience military life from the Cambridge University. Through the Military training, students can gain the strong physique and professional skills of survival and self-help.6.2 Activity and amusementAll the staff of this university can free use the sport equipment and gymnasium. The Cambridge Museums and Galleries, Cambridge Cinemas, Music Venues in Cambridge and Cambridge Theatres enriched staff’daily life. Furthermore, the university often provide the chance of travel to their staffs . That could relaxed theirbody and mind.The teachers and students attend to many sorts of activities organized by the university or student union.There are many societies for the students. Especially the student union, have their own societies which provide services to their members. The members can use the facilities and sports field for amusement. The University's Museums and Collections also hold some exhibition for students who are interested in art or classical civilizationThere are 107 societies in Cambridge University which consist of the societies of Community and Charity, International, Literary & Arts, Music and Science and technology, etc.7.0ConclusionThe customer service of Cambridge University is satisfied. The students is positive to support the work of school and give some advices to improve the quality of school work.According to the research and the response from students, the advantage more than weakness, the positive influence over the negative impact, in a word, the customer care in Cambridge University is successful, but also have some weakness should be overcame.The weakness of customer care of school including:The broken teaching facilities are not repaired in timeThe students do not know how to use the facilities in library. Such as the copy machine, search engine and etc.8.0RecommendationThe research had done in the Cambridge University, according to the feedback fromstudents and the analysis of questionnaire survey, the students give some advices below:Firstly, the activities of entertainment should be increase and the plan of activities should be deliver to everyone effectively in the schoolSecondly, the old teaching building should equip some multi-media such as projector and computer.Thirdly, the school should provide more single room for some particular student.Fourth, the opening time of canteen and library should be extended more.Fifthly, the teaching and sport facilities should be repaired in time.9.0BibliographyWebsites:/wiki/University_of_Cambridge//index.html10.0 AppendixesAn questionnaire about apartment of Cambridge University[Satisfaction: 5 Normal: 4 not satisfied: 3 poor: 2]1.Quarters are satisfied with the internal space? (The number is too many)A. 5 50%B. 4 10%C. 3 20%D. 2 20%2. quarters hardware facilities satisfactory? (Air conditioning, bathroom, beds, balcony)A. 5 70%B. 4 10%C. 3 10%D. 2 10%3. quarters on how cost-effective broadband network? (Price, speed, service)A. 5 20%B. 4 10%C. 3 30%D. 2 40%4.accommodation satisfactory? (Price)A. 5 30%B. 4 20%C. 3 40%D. 2 10%5.of the quarters are satisfied with the security situation? (Secure channel, fire equipment, dorm Chaqin)A. 5 30%B. 4 40%C. 3 20%D. 2 10%6.heating in winter quarters, how? (24-hour heating, temperature)A. 5 50%B. 4 10%C. 3 20%D. 2 20%7.quarters surrounding environment? (Diet, quiet)A. 5 60%B. 4 20%C. 3 10%D. 2 10%8.accessibility of location? (School, attendance, meals)A. 5 70%B. 4 10%C. 3 10%D. 2 10%9.services provided to dorm? (Newspaper subscriptions, weather, cleaning services)A. 5 80%B. 4 10%C. 3 5%D. 2 5%10. living quarters for now satisfied?A. 5 90%B. 4 6%C. 3 3%D. 2 1%。