匿名
匿名 發問於 社會及文化語言 · 7 年前

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Purpose of the Project: To study the best service quality and customer satisfaction by doing some literature research and Project Methodology and Implementation

Half of the quality issue were conducted by human mistakes

Some of the quality issue can be prevented properly due to the bad service

The business loss has been increasing due to the Complaints

The Penalty issue was built up with the key customer because of the Poor service performance

To explore and find out what the significant service quality is high (Sources: Customer Quality Issue)

To study what the customer satisfaction involved and be considered (Sources: Customer request and feedback form)

To improve the service performance (Sources: Findings and Analysis from Methodology)

To give and propose recommendation with respect to the problems (Sources: The interim results)

This research design focuses on the method used to collect data for the project

An exploratory research is used (e.g. literature review to collect some conceptual ideas)

Customer Complaint

An descriptive research is employed (e.g. the customer feedback form was carried out to get the opinion from customer about the service and corresponding satisfaction

Were you satisfied with the customer service we provided you ?

Critical Comments from customer:

1. The response time is slow

2. Customer is waiting a long time for support

3. The Slow arrangement of Products return and refund

4. Company cannot provide the document/ statement on time

Analysis: Generally, most of the customers satisfied the service performance. However other customers would not satisfy the service performance due to the slow responsiveness, the complaint issues were not solved promptly and took a long period to be closed.

Root Cause: Some of the cases are complicated and need factory support, and also involve many parties for discussion. Thus the case will be postponed to handle.

2 個解答

評分
  • 7 年前
    最愛解答

    Purpose of the Project: To study the best service quality and customers' satisfaction by doing some literature researches, Project Methodology and Implementation

    Half of the quality issues were conducted by human mistakes

    Some of the quality issues, which are due to bad services, can be prevented.

    Complaints cause the increasing of the business loss

    The Penalty issues was built up with the key customers because of the Poor performances

    To find out which has a significant service quality [?] (Sources: Customer Quality Issue)

    To study what the customer satisfactory involved and be considered (Sources: Customer request and feedback form)

    To improve the service performance (Sources: Findings and Analysis from Methodology)

    To give and propose recommendation with respect to the problems (Sources: The interim results)

    This research design focuses on the method used to collect data for the project

    An exploratory research is used (e.g. literature review to collect some conceptual ideas)

    Customer Complaints

    An descriptive research is employed (e.g. the customer feedback form was carried out to get the opinion from customer about the service and corresponding satisfaction

    Were you satisfied with the customer service we provided ?

    Negative Comments from customer:

    1. The response time is slow

    2. Customer keep waiting for a long time to seek supports

    3. The Slow arrangement of Products return and refund

    4. Company cannot provide the required document/ statement on time

    Analysis: Generally, most of the customers satisfied their service performance. However the rest are not satisfy the service performance due to the slow responsiveness, the complaint issues were not solved promptly and took a long period to be closed.

    Root Cause: Some of the cases are complicated and need factory support, and also involve many parties for discussion. Thus the case will be postponed to be handled.

    資料來源: me
  • 7 年前

    哎! 修改後, 看了答案 ,恐怕又被刪除。

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