在快速的发展的中国教育市场中,A公司是一家以数学思维培养为培训内容的少儿

教育培训机构。其提倡的数学思维培养、十大思维能力、哈佛案例教学法等内容,在当

今的少儿素质教育培训市场中独树一帜。虽然A公司的课程内容在业内独树一帜弥补了

培训内容的一片空白领域,但在管理运营上与中国现阶段的其他培训机构一样,面临着

规范化、流程化管理的问题。而这些问题集中的在客户满意度上得到了体现,这在很大

程度上影响了在读学员的培养效果以及长期就读的可能性。与此同时,客户的口碑是企

业最好的市场推广工具。

本文主要针对企业调研过程中发现的客户所反馈的各类服务方面存在的问题,探讨

研究寻找可以帮助A公司标准化、系统性解决运营过程中的各类不规范行为,为学员及

家长提供一套标准化、高质量的教学服务体系,从而为顾客满意度的提升、企业的标准

化运作以及企业长期赖以生存的客户口碑起到重要的作用。本文通过深入分析企业经营

现状及客户调研结果验证过的解决方案,不仅希望研究结果能够适用于A公司,而且希

望通过对调研的结果、问题的分析、应对的策略进行了详细的论证,从而确保更希望研

究结果可以帮助少儿培训行业持续改进客户管理和服务水平,在提供优质培训服务的同

时得到客户的认可,为中国的少儿教育事业的质素的提升,起到一点微薄之力。

关键词:少儿培训;客户体验;客户满意度;标准化服务流程

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华东理工大学硕士学位论文

Research on Strategies to Improve Customer Experiences for

Kids Training Company A

Abstract

In the fast developing education market of China,Company A is a training & education

company focusing on mathematical thinking for children. The advocated culture of

Mathematical thinking, ten thinking abilities,the Harvard Case Method of teaching, are

unique in current quality education training market for children. Although the content of the

course of Company A has make up for the blank of the field of training industry. It is facing

the same problems in standardization and flow management as the other training companies at

the present stage. These problems will reflect mainly on customer satisfaction,which would

have dramatic influence on the effect of training and the possibility of long-term study. At

the same time,the customer's word-of-mouth is the best marketing tool.

This paper focus on looking for the problems that customers pointed out in the enterprise

research, researching on the methods to help Company A solve the problems of the

unregularly operation standardized and systematically. And provide a high quality and

standardized teaching and service system for students and parents. In this way to do some

efforts on the raise of customer satisfaction, standardization operation and

enterprise customer reputation.In this paper,the analysis focused on the company

management and the research result from customers aim to help Company A,as well as to

help the training industry to improve customer management and services. And do some help

to improve children's education industry.

Key words: training for children; customer services; customer satisfaction; standardized

service process