Study On Optimization Of Customer Service System Of Plasma Collection Station In Yu Du

With the progress of medicine,blood products have been widely used in disease prevention,control and clinical treatment.At present,the demand for blood products in China is in short supply.In order to alleviate the increasingly severe relationship between the supply and demand of blood products,relevant departments have repeatedly emphasized the improvement of the service quality of the plasma collection agencies and the participation of more people in the plasma donation of resources.The service quality of plasma stations is directly related to the satisfaction of plasma providers.Therefore,it is an important way to improve the service quality of single plasma collection station and provide humanized and personalized service for the plasma donor,as well as an effort to improve the rate of plasma donation and alleviate the shortage of blood products.Based on the theoretical basis of customer satisfaction,this study used questionnaire survey,interview and other methods to get an in-depth understanding of whether the pulp contributors were satisfied with the service attitude of Yudu single-mining plasma station,and found that there were many problems in the customer service system of Yudu single-mining plasma station.Then based on the advanced single plasma station service station service comparing with traditional plasma,according to the survey results and the actual situation,put forward the following Suggestions for Yudu single plasma service: using the new management concept of customer service,establish a new evaluation system,evaluation of the service performance level of each unit,and improve the ability of Yudu single plasma station staff,strengthen the benign interaction between with customers.I hope to improve the service system of the station to improve customer satisfaction.This study is divided into five parts: the first part is introduction,elaborated the background,significance and research methods of this topic,and summarized the main research results of domestic and foreign plasma stations.The second part analyzes the basic theory and industry characteristics of the customer service system of plasma station,mainly narrated the relevant theories of the customer service system,and analyzed and summarized the industry characteristics.The third part analyzed the current situation of customer service system of single plasma station,summarized the customer management system of Yudu single plasma station,and analyzed and summarized the customer satisfaction survey results.In the fourth part,the optimizing strategy of the customer service system of Yudu single plasma station is proposed,and the specific scheme is proposed for the optimization idea and principle of the customer service system of Yudu single plasma station.The fifth part is conclusion and prospect.