李卓纯.doc

1摘要随着人们对教育事业的重视程度越来越高教育机构行业在市场上发生占据着很大的市场份额大多数投资者开始瞄准教育市场进行投资。教育机构行业与其它的行业不太一样对于教育培训行业来说顾客购买的服务产品就是教育培训而教育机构要想提高教育的服务质量必须从提高学生能力和素质出发这样教育机构才能长远的发展。教育培训机构的教育服务质量不仅影响了整个教育培训行业的健康发展而且决定行业内各个竞争教育培训机构长远意义上的生死存亡。客户服务管理是教育机构核心竞争力的关键要素之一教育机构要想实现在激烈的市场竞争中获得长足稳定发展在行业中具有强大的竞争力就需要合理构建好先进的客户服务管理体系完善售前售中售后一体化服务充分发挥客户服务管理的效能。本文主要以东城青果教育机构为例浅析其客户服务管理存在的问题及对策问题表现在：课程服务缺乏特点客户服务流程不全面客户服务质量不高机构各部门客户的信息存在断层等等。提出要对客户进行分类提高个性化课程服务；完善售前售中售后一体化服务；加强管理制度提高客户服务水平；建立全面客户信息服务管理体系等措施。关键词：客户服务管理教育机构服务质量AbstractAspeoplepaymoreandmoreattentiontothecauseofeducationtheeducationalinstitutionindustryhasoccupiedalargemarketshareinthemarketandmostinvestorshavestartedtoinvestintheeducationmarket.Theeducationinstitutionindustryisnotthesameasotherindustries.Intheeducationandtrainingindustrytheserviceproductspurchasedbycustomersareeducationandtraining.Forthehealthydevelopmentofeducationandtraininginstitutionsthequalityofservicemustbeproperlycontrolledandtheimprovementofstudents'capabilitiesandqualitiesisthebasicThestartingpointisthatthequalityofeducationservicesprovidedbyeducationandtraininginstitutionsnotonlyhasarestrictiveeffectonthehealthydevelopmentoftheeducationandtrainingindustrybutalsorelatestothelong-termsurvivalofvariouscompetingeducationandtraininginstitutionsintheindustry.Customerservicemanagementisoneofthekeyelementsofthecorecompetitivenessofeducationalinstitutions.Ifeducationalinstitutionswanttoachievelong-termandstabledevelopmentinthefiercemarketcompetitionandhavestrongcompetitivenessintheindustrytheyneedtoproperlybuildadvancedcustomerservicemanagement.Systemtoimprovepre-salesmid-salesandpost-salesintegrationservicesandgivefullplaytotheeffectivenessofcustomerservicemanagement.ThisarticlemainlyusesDongchengQingguoEducationalOrganizationasanexampletoanalyzetheproblemsa