The Study On The Customer Service System Of The One-on-one Training Program Aiming At Primary And Middle School Students In Tianjin Neworiental School

In the past decade,most primary and middle school students have no longer just been satisfied with the public school curriculum in the face of rising academic and employment pressure in China.Many parents do not regard the tuition as the most important factor when choosing training institutions.They devote their family income to the elementary and middle school one-on-one tutoring market.There has also been fierce competition among the various one-on-one tutoring agencies that have sprung up.At present,a lot of training schools are concerned about the problem of customer complaints rather than make profit,even regarding it as an important index to measure the degree of customer satisfaction.As the leading enterprise in China's education industry,the New Oriental School has attached great importance to the demands from students and their parents since 1993 and has established a customer service department.The one-on-one training department for primary school students and middle school students in Tianjin Neworiental School discussed in this paper has obtained the good development results in recent years with the support of its brand.However,due to the absence of the customer complaint management system and the customer service system,many problems have been caused as well.The core of the problem is how we can fundamentally improve the core competitiveness,make the department enter the virtuous circle of sustainable development and promote the satisfaction of the parents and students.Based on my seven-year experience accumulated in the field of one-to-one tutoring in Tianjin Neworiental School,the paper uses the relevant theories and a great variety of cases to analyze and discuss the status and customer satisfaction of the project in today's market competition.Meanwhile,some recommendations on how to build the customer service system will be given by analyzing customer perceived value so that we can make full use of the three dimensions of teachers,learning management and other resources in the department more effectively and continuously improve our customer satisfaction and customer loyalty.