【优质】Fuji Xerox设计双向培训系统提高客户满意度A bilateral training systems designed to improve customers’ satisfactions with Fuji Xerox.doc

Fuji Xerox设计双向培训系统提高客户满意度 A bilateral training systems designed to improve customers’ satisfactions with Fuji Xerox 论文摘要 ?富士施服务部是施乐公司长期以来业务发展迅速的部门之一，是全球文件外包服务行业的领先者 专门从事提供文件外包的咨询和管理服务，与我们的客户一起分享有关文件的知识，传播先进的文件管理理念，帮助我们的客户改善他们的文件工作流程、增强市场的竞争能力。施服务部. 通过这次培训的实施.我们意识到一个新站点的建立的成功与否,关键在于与客户的充分沟通,提前做好准备,用培训的方式介绍我们的服务的使用方法.使客户适应新的事物.还有我们自己员工的服务水平直接影响着客户满意度,因为是我们的员工在现场面对面的给客户提供服务,他们代表着我们公司! Abstract This paper presents a detailed report of a project implemented to solve the problem of our customer’s dissatisfaction with our new copy center services Based on the hypothesis that implement a bilateral training system to customers and our staffs previously, then the customer could be satisfied with us. A two-month bilateral training system was carried out. There is a SWOT analysis in my project based on the business situation analysis and needs analysis of the customers. Both Internal and external meetings was hold to make us fully understood customer needs and wants. After fully understood our current situation and feedback from customers we will design a proposal for ISB and get their approval. There will be a bilateral training systems designed to improve customers’ satisfactions with Fuji Xerox. The activity in this project was carried out in five stages. I use flow chart to describe every activity in each stage and time-scale of activities. Cost Consideration make this project workable with finance support. There are plans for the monitor my project implementation. There are evaluations to exam my project. After the bilateral training implementation, we found the result is achieved our goal. Our customers get alone with our service. Our staff free happy because the customer are satisfied with us. Table of Contents Pages 1. Introduction ………………………………………………………… 1 2 Summary of the Preliminary research…………………………… 2 2.1. Problem …………………………………………………………… 2 2.2. Problem analysis……………………………………………………………… 2 2.2.1 Company’s current situation………………………………… 2 2.2.2 Need