商务沟通技巧报告outcome 2

Communication: Analysing and Presenting Complex CommunicationUnit Student GuideDE3N 34Outcome 2Contents1.0Introduction 32.0Procedure 33.0Customer service 33.1 What is customer service? 34.0Daily life 3 4.1Dormitory 4 4.2Canteen 44.3 The university hospital 55.0Teaching and studying 5 5.1 Facility 5 5.2 Teachers strength 6 5.3Professional curriculm 65.4Career Prospects 76.0 Extracurricular activity 8 6.1Student activity center 86.2 Sports activity 87.0 Conclusion 98.0Bibilgraphy 109.0 Appendices 111.0 IntroductionThis report is for assessment in the Communications unit of the Higher National Certificate in customer service. The aim of this report is to investigate the way in which customer services of Nankai University. The objectives of the report are to define what customer service is and to look at how customer services provided in Nankai University.2.0 ProcedureTo source this report:a) A number of books on customer surveys were consulted.b) Information on customer surveys was taken from internet websites.c) Information was gathered from an interview with the Nankai University students.3.0 Customer surveys3.1 what is customer surveys?Customer service is a customer oriented values, its integration and management in the pre-set the optimal cost - service portfolio of all the ingredients of a customer interface. Broadly speaking, any can improve customer satisfaction contents belong to customer service scope.4.0Daily life4.1 DormitaryAs for the specific accommodation, Nankai there are two places to stay, a district in the South Park Xiangyu, a hospital in the north campus of Nankai. Undergraduate: RuXi dormitory building 5 and earth, spread the bed, bunk bed desk. One floor has a bathroom. The second floor 6 beds, bunk. 4 Building IV Room, capped a bed, bunk bed is the desk, every house with a separate pit. Campus dormitory 6 beds, bunk beds.To the headquarters, 21 residential apartments and the Western better conditions, a large unit in sets of 4-5 4 earth, above the bed below the desk, plus a separate desk cabinet. Conditions quite other quarters.4.2 CanteenNorth School cafeteria prices were relatively cheap. Most people buy lunch at noon, to wait about 15 minutes, but you can also come from the classroom to avoid late peak. South Park canteen individual contract so the price because it is relatively high, do not look too tasty, very few go.A canteen, two canteens, canteen internshipA cafeteria breakfast good, the other is light-based, more girls to go;Two cafeteria on the first floor is the brother hodgepodge, not good but also expensive. On the second floor is not ye. The middle of the dumpling shop that Korean food and good; floor Xin Hong Park restaurant food is equivalent to a child, but also lacks delicious;Three first floor cafeteria breakfast is very cheap, on the second floor of the pasta well.Canteen frequented freshman, is relatively inexpensive;Triangle restaurant food good, prices are also authentic;Jinnan is known as a place with cooking waste oil, something very authenticunpalatable!90 is a place to drink, eat expensive and not good;Park is the foreign students should often go to restaurants where food is more expensive number, but foreigners seemingly wealthy, actually said to me very cheap. .4.3 The university hospitalNankai University Hospital, 35 existing employees in preparing it into medicine, surgery, radiology, and dental and Traditional Chinese Medicine and other departments.Two north of the main building to the university hospital the most commonly encountered situation is to give you a referral certificate. Boring, but the charges will be cheaper, or do a number of minor5.0 Teaching and Studying5.1 FacilitiesClassroom and laboratory：There are many buildings for students to learn, like the administration building, the comprehensive test building, Chinese language teaching center, the new stadium, the first mathematical sciences such as building provides students with a good learning environment. They have advanced laboratory. The experiment teaching in chemistry, biology and physics, electrical and electronic four fundamental teaching center, they brought in the life science instrument platform and the polymer of large-scale instrument and equipment.The school laboratory：Schools to make full use of equipment, equipment management approach is very strict, very important to go through a number of regulatory constraints. Include: purchase, inspection and claims, use and management, assessment and punish, repair, scrap.The filing of the instrument also has an important archive requirements.5.2 Teachers strengthCurrently, Nankai University has a neat line, reasonable structure, academic exquisite, innovative teachers. In 2052 full-time teachers have doctoral instructorin 619, 723 professors, 787 associate professor, Chinese Academy of Sciencesand Chinese Academy of Engineering 11, 5 Academy of Sciences in developing countries, "973" and "863" Chief Expert 9, the State Council degree Committee Subject 12, 12 state-level experts with outstanding contributions, distinguished Professor of Cheung Kong Scholars Program 31, 14 Changjiang scholar Chair Professor, National outstanding Youth Fund, 29 winners , selected countriestalents Project 20, program for New Century excellent Talents in University (including the former Ministry of Education, cross-century talents fund) selected were 120 people, the national teacher of college teaching 8, Tianjin, "131" Talent Project first level 25.Not only do they have a wealth of knowledge but also have their only teaching style. They will be based on the character of the different students with different educational. Students in this university will have a well development.5.3 Professional curriculumNankai university is the famous medical arts with comprehensive university, the liberal arts subjects, such as finance, international finance, financial engineering, insurance study, insurance actuarial science, finance, international economic trade andapplied economics, western economics, macroeconomics, microeconomics, political economics theory of economics, modern international logistics, industry and commerce administration, administrative management, political science, management science, history, tourism, Chinese literature and other professional subject in the leading position. Science subjects, such as science subject in the national life categories is the best. Such as mathematics and applied mathematics, physics and mathematics theory, optical and optical technology, intelligent robot technology, electronic information technology and software science, chemical materials, energy chemical, biological chemistry, biology, medicine, biology gene microbial science technique research ability and ranked the academic level. So, there are various profession options for students.5.4 Career prospectsIn domestic and foreign, Nankai university employment is possible, the college alumni is also widely to every corner of the world, in addition to the learning environment of a school superior outside, the school also open network platform, through the Nankai university employment nets to provide a good platform for the students to better understand the employment information. After a few years of construction, the website whether from the function development, column setup to technical service level are achieved certain level. With your current site employment trends, employment guidance, employment policy, professional introduction, civil service examinations, laws and regulations, professional evaluation, recruitment, employment information, students and information service columns recommendation. In addition, the site also creative developed individualized service and management way, for every registered users and units provide users graduates of an independent virtual space for student online recruitment information, delivering customized electronic resume and employers recruitment information, receiving students released resume to provide a broad network space.Nankai university employment information can not only through the network information get understanding, school every year also holds a recruitment conference, each enterprise company came to select the people, so that students will have more opportunities to understand social employment situation.6.0 Extracurricular activities6.1 Student Activity CenterNew student activity center investment of 100 million yuan, cover an area of about 13000 square meters, from the grey, black and brown rust 3 kinds of color aluminum panel is built, the contour novel chic, strong contemporary feeling, like a piano. There are more than 1150 square meters of floor open hall, multi-function hall of more than 500 square meters and more than 1000 square meters of theatre, also have student service center, PaiLianTing symphony, make up, Musical Instruments, the classroom, activity room, library exhibition hall, the engine room and piano room, etc.6.2 Sports activitySchool to support the development of student sports organization, encourage and support them conducting various forms of student sports activities. School for student sports organization equipped with professional guidance teachers, most of the students in the exercise of the body while improving the skills. At present, the school has set up taijiquan, table tennis room, chess &cards room, tennis, football, martial arts, bicycle, badminton 16 student sports organization. Student sports organization is active with other colleges and universities jointly carrying out the sports communication, and other forms of sports activities and in communication enhancefriendship, to broaden their horizons, improve level. Such as badminton association of tianjin university of successive hold more badminton team competition, and Beijing university badminton association exchange ", strengthen the two schools students of badminton sport cooperation and exchanges. Student sports organization also take an active part in tianjin game, won a very good performance, won the honor for the school. Badminton club won the 2007 "alpha cup" tianjin university badminton team competition champion.7.0 ConclusionThis report on field surveys, questionnaires and hands-on way to an interview survey of each customer's situation,Nankai University, and discover the pros and cons of these customer services. Generally speaking, most customers have some drawbacks, and most of the students reflect the same situation, we need to improve these problems.The problem of most students: the high price of dining, you could not use cash, part of the construction is too old school, teaching facilities incomplete, and some accommodation is no separate bathroom floor, easily lost in the campus bike. These are the schools need improvement, such as: canteen price adjustment, and allows the use of cash; old school relocation, new building construction equipment; for each dormitory building be equipped with separate toilet, to strengthen the management of the campus to combat theft .8.0 BibliographyThe websites visited included:/default.asp/english/shownews.asp?newsid=1049/news/show.jsp?informationid=200812030915297814 /wiki/%E5%8D%97%E5%BC%80%E5%A4%A7%E5%AD% A6The book is‘Communication: Analysing and Presenting Complex Communication Unit Student Guide’10.0 Appendices11。