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[目的]了解泉州市疾病预防控制中心1997年11月通过省级计量认证,及2001年12月通过实验室国家认可以来的客户服务质量反馈与管理情况。[方法]从业务管理科办理样品委托检测的客户中随机抽取442名,进行客户服务质量反馈调查。[结果]客户服务质量反馈“好”的占99.0%。较多意见是增加检测项目和缩短出具检验报告的时间。[结论]中心应树立以“客户为中心”的服务理念,创造良好的服务环境,提高客户服务质量。
[Objective] To understand the feedback and management of customer service quality of Quanzhou CDC passed the provincial metrology certification in November 1997 and passed the laboratory accreditation in December 2001. [Method] A total of 442 clients were randomly selected from the business management department for sample entrustment testing to conduct customer service quality feedback survey. [Results] Customer service quality feedback “good ” accounted for 99.0%. More advice is to increase the test items and shorten the inspection report issued by the time. [Conclusion] The center should set up the service idea of “customer as the center”, create a good service environment and improve the quality of customer service.