Study On Service Recovery Management System Of Wuhan Haoxue Education Co.,Ltd.

In recent years,in China,the development of extra-curricular training institutions has been rapid,and various types of training institutions have sprung up.According to a report released by the China Institute of education the scale of the private tutoring industry in 2016 exceeded 800 billion yuan,and the number of participating students exceeded 137 million,and the teachers of tutoring institutions was approximately 7 million to 8.5 million.The report shows,in China the number of students participating in extracurricular tutoring accounts for about 36.7% of the total number of students in the school,and it is up to 70% in Beijing,Shanghai,Guangzhou,Shenzhen and other major cities.In such a huge market potential,there are listed companies like Xueersi,and Xueda,there is also a small workshop organization with a classroom and a few teachers,the development of the scale is not homogeneous,but the competition is extremely fierce.And in 2018,National People's Congress(NPC)and Chinese People's Political Consultative Conference(CPPCC)issued a notice that how to standardize extracurricular training institutions.Under the background,how to maintain customer relationship and win customer loyalty has become the focus of future development of training institutions.Service failure means that service provided does not reach the standard of customer expectations leading to customer dissatisfaction.In service industry,service failure is inevitable.Effective service recovery can win customer satisfaction,enhance corporate image and increase corporate profits after service failures.As a service industry,extracurricular training institutions will inevitably face service failure.Therefore,it is imperative to study the service recovery of extracurricular institutions.Based on the case study of Wuhan Haoxue education company,putting forward to establish customer satisfaction-oriented service recovery system on the basis of studying a large number of relevant literature and analyzing the service errors and risks of this company.First,summarizing the existing literature related to the theory of service recovery,summed up the concept,types and impact of service failure,and then elaborated the connotation of service recovery and the operation strategy of service recovery.This article argues that service recovery is not the same as customer complaints processing.It should be a series of active,timely and effective management measures that companies should take to improve customer satisfaction and loyalty,aiming to form a systematic,dynamic and constantly improved the service quality improvement mechanism.Secondly,it describes the current situation of the service of the Wuhan Haoxue education company and explains the reasons of the service failure.On the basis of summarizing the current situation of service recovery in Wuhan Haoxue education company,the service recovery system including pre-deployment,execution,feedback and improvement is put forward.Finally,suggestions are given for the implementation of the recovery system of Wuhan Haoxue education company.In the pre-deployment system,Haoxue education should give the customer a reasonable commitment.In the execution system,staff training should be strengthened to improve the quality of the staff and the empowerment of the front-line staff should be enhanced.In the feedback system,opinions and suggestions of the customers should be actively solicit and establish reasonable feedback channel.