如何很好的跟蹤服務(wù)課件

1、case study:case study:harvard business reviewwhat is follow-up?what is follow-up?reinforce or evaluate students studywhat are the consequences of what are the consequences of poorpoor follow-up? follow-up?56% 56% complaincomplain 62% 62% repeatedly contact the company65% 65% speak poorly speak poorl

2、y 48% 48% tell 10 or more people 10 or more people about their bad experience.what are the effects of what are the effects of positivepositive follow-up?follow-up?improve students & tutors relationshipsenhance course completion rateincrease renewals and referralsimprove on our products.what are

3、the what are the benefitsbenefits of positive follow-up for of positive follow-up for studentsstudents? ?improving students satisfaction /reducing time to solve complaintsmaintaining regular customersenhancing course completion rate fastening study efficiency and effectivenesswhat are the what are t

4、he benefits benefits of positive follow-up for of positive follow-up for webweb? ?good word of mouth for big market sharereducing market costs from regular students loyalty more revenue from regular students repurchasing coursesrmstudy effectivenessoral check questionsoral check questionsstudy guide

5、study guidegraduation rate study effectivenessmethodprogresscontentcorrelation chartstudent manual eipstudy planlearning strategy classesgroup rm trainingcourseware follow-up summarytutor sharing role playcontrol study effectiveness from wsscheck students study plan every pletion %homeworkclassescom

6、municate with tutors (changed schedule, class feedback)1 1stst monthmonth2 2ndnd monthmonth3 3rdrd monthmonth4 4ththmonthmonth5 5ththmonthmonth6 6thth monthmonthib/th2p/week1p+1ex/week1ex+1s/week1ex+1s/week1s/weeksafe delay periodb/above1p+1s/week1p+1s/week1p+1s/week2s/week2s/weeksafe delay period1&half monthp2015 public holidays2015 public holidaysjan: 1/1-3jan: 1/1-3feb: 2/18-24feb: 2/18-24apr: 4/4-6apr: 4/4-6may:5/1-3may:5/1-3jun:6/20-22jun:6/20-22sep:9/26-27sep:9/26-27oct:10/1-7oct:10/1-7psick leaves sick leaves preferreferpno showsno showscar