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To complete this dissertation, I would firstly appreciate my academic supervisor, Mr. Clive Marchant, who is very enthusiastic to instruct me this dissertation. Then I would like to thank my company supervisor, Betty Barclay, who arranged all visiting schedule for me, and let me have opportunities to observe all the processes in every department of 3663 company. Moreover, all the staff of 3663 is very kind to assist me to obtain the important information.

Finally, I want to thank my family that always support me and give me the power!

Declaration.
I declare that the thesis embodies the results of my own work and has been composed by myself. Where appropriate within the thesis I have made acknowledgement to the work of others or have made Reference to work carried out in collaboration with other persons.

Signature of student ………………………… Date :…………….

Word count: 12,307

Abstract
The customer inquiry is a problem which disturbs the 3663 First for Food Company. Although the company have paid much attention to the inquiries and react actively to them, they found that these deeds are still not enough. They want to find the root cause of the customer inquiry. This paper uses the Root Cause Analysis of Customer Service Inquiries Research, Investigate and classifies the Customer Service Inquiries.代写dissertation Case Study research are used very frequently, firstly, enumerate the statistic table of the inquiries, sorts them out, and explain the concrete conduct process of the company in detail, secondly, using Data Analysis which analyze the statistics and the element we have found during the investigation, to decide the cause of the inquiry. Then use the Cognitive Reliability and Error Analysis Method, to retrospective the data we have analyzed, find other causes, and then put forward improvement measures and suggestions

Table of Contents
Page
1 Introduction - 1 -
1.1 Short Introduction - 1 -
1.2 Research Questions - 1 -
1.3 The Outline of the Structure - 1 -
2 Literature Review - 2 -
2.1 Customer Service - 2 -
2.1.1 Customer Service Definition - 2 -
2.1.2 Customer Service Elements - 3 -
2.1.3 Customer Service Process - 4 -
2.2 Customer Relationship Management - 6 -
2.3 Quality Improvement and Process Improvement - 8 -
2.4 Customer Value - 10 -
2.5 Customer Satisfaction - 11 -
2.6 Customer service inquiries and encounter - 13 -
3. Root Cause Analysis of Customer Service Inquiries Research - 15 -
3.1 Root Cause Analysis - 15 -
3.2 The Reason of Conducting Root Cause Analysis - 16 -
3.3 Case Study: Analysis of the Root Cause Customer Service Inquiries - 16 -
3.4 Data Collection - 16 -
3.4.1 Primary Research - 16 -
Table 1 Social Surveys - 17 -
3.4.2 Secondary Research - 17 -
Table 2 Secondary Research - 18 -
4. Case Study - 19 -
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