物流公司实习报告(客服部)

物流公司实习报告(客服部) | 楼主 | 2017-11-06 02:34:04 共有3个回复
  1. 1物流公司实习报告(客服部)
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企业在实施这一举措中满意的售后服务便是成功法宝之一,不断改善提高物流服务质量以满足客户的销售需要,物流的客服部门要协调好企业内外的关系保证业务的顺利开展。

物流公司实习报告(客服部)2017-11-06 02:32:52 | #1楼回目录

Internship

Section A Description of the Internship Project

Background and Theories

With the development of economy, the life standard of people is better and better. And the service industry plays an important role in this way. As referring the service industry, we have to say something about logistics, which does not only stimulate the development of economy, but also provides convenience for people. During my university learning, I learned much knowledge about logistics, which made me master profound professional knowledge and skills and paved the wider road for my future career. Besides, I have also learned much knowledge about leadership. As we all know, leadership is a quality, no matter which career you will take, you should have the quality being helpful to your development.

During my study, I learned some theories about leadership. Directive leadership, which means the leader cam give the clear plan and goals which can make the followers to carry their task without confusion. Supportive leadership, which means the leader must master knowledge and can give the support when the followers are in troubles and so on. Interpersonal leadership, which means the leader should have the EQ, and take care his followers emotion or give them enough careness. Participation leadership, which means the leader should communicate with his followers and can ask for help or advice from his followers. While, I think I master the qualities and know about my strength and weakness. I am outgoing and willing to communicate with others. I am also sensitive and can observe my emotions change and others. And I am also thoughtful and care my colleagues, all which made my internship succeed.

About Company and My Position

Shenyang Fuyun transport company was founded in 2005. It mainly transport the goods in Liaoning Province, whose nets cover all the cities and counties. And now it is developing to Hei longjiang and Ji lin province. The company possesses creative

work, practical attitude and sincere service, which won the good reputation for the company. It is the decisive factor to hold strict quality management for the company, in the fierce competition, which can promote the development for the company. Since the company founded, it insisted the rule, that is honesty creates quality and its management idea are professionalization, standardization and dimension. The management aim are being corporate citizen, creating flags and for people better life. Besides, it also imported modern logistics management idea to promote the development of company.In this company, I work in customer service, being as an assistant. Customer service is very important in in logistics. It is an interactive behavior happening between the customers and logistic company in order to promote production or service, and during the proceof providing service for customers, it will add the value on the exchange of product and service. Fuyun logistic concentrates on customer service,. In addition, it also gained achievements on businedevelopment, market development and brand development. It has a good reputation in Shenyang, which takes an good example for others company. With the competition goes on, the company will be pay more attention on customer service to increase the satisfaction extent of customers. So the position I am at is very important.Section B learning outcomes Proceof understanding my job As a new comer, what I should do is to understanding my job. First is training, both in idea and practice. When I came to the company first, I felt a little nervous, even though I have the theories but it was the first time to practice. Mrs zhang was my master. She arranged all my things and took me to my office and gave me the things that I used in my latter work, all which made relax. Afternoon, I had a training, which was about how to be a qualified customer servant. She told me there were four steps I must remembered. First, I must pose correctly my attitude, which meant I must trust

what customers said and they did not find troubles deliberately. Second, I must create a trust relationship between customers and I, and I can stand the customers position to consider problem. Third, I must get the information accurately to specify thr customers need and expectation. Fourth, I must take actions to help the customers to satisfy the customers. She also told me the perfect ability of dealing with problems can make good expression on customers, which can make the customer trust the company and to increase the credit of company. Generally speaking, there were three aspects of customers need: value, system and person. When the customers felt htere was lack on the quantities and qualities ofproduct or service, they would turn to value aspect. It was the end of the proceand the goals of company to meet the customers need. So the customers service can reflect the ability of the company. What she said I did my best to remember in my heart. During the training, I would ask her if I was confused. The next day, she taught me how to communicate with customers practically and how to deal with similar things and how to use the instruments. At that time, she was dealing with a things, so I observed her attitude and behaviors, and knew how to do the whole things in my latter work.

Related theories

I have learned many leaderships. First, I must say Mrs zhang was a directive leader and interpersonal leader. She knew what she would do and how to do. She could gave me clear direction and specified explanation about what I should do. During the training, she could teach me step by step and was not worried to come to the end. She made me master the whole proceof the work. Besides, she was also interpersonal leadership. She could feel my confusion and my worry and consoled me to make me adapt to the new work condition as soon as possible and get rid of my anxiety. And as for me, I used the listening skills to listen to the master and also I used the communication skills when I met difficulties.

Connection with Self-Assessment Paper

Connecting with my self-assessment paper, I am good at communicating. communication skills and flexibility are my strengths which were performed during the proceof understanding my job. Of course, I have also corrected my weaknesses . I can not control my emotion perfectly and I do not have enough patience to listen to others. These weaknesses are the obstacles of my personal development.

In fact, I hate doing boring things like writing some things or modify some files or deal with some troubles. But, after learning from Mrs zhang, I changed my attitude and made progrein my latter internship.

Vision and mission

As an apprentice, I was an assistant of the manager first, what I should was to prepare communication information and files to customers. And I would also took notes when we held meeting. After a month, my job was changed. I began to deal with the problems from customers. During the work, I met difficulties too, which were solved under the help of colleagues and Mrs zhang.

To begin with, I work as an assistant. Everyday, I will provided information and files to other colleagues. I work very carefully, but there was always thing that out of expectation. One day afternoon, I just began my work, which was to arrange the files or advice before. Because I was a little sleepy, I prepared a cup of coffee. When I was arranging the files and the phone rang, when I answered the phone, I knocked the cup, so the coffee splashed the files, I was worried to clear up the desk and files. At that moment, Mrs zhang came here, she saw me upset, and I was stunned and she said no matter what happened, there would be keys to solve. And did not hide the fact and just be honest. I knew what I should do to admit the mistake that I took. As the result, I was not punished, they forgave me. Later, I was familiar with the work and I work very carefully and no matter what happened, I would chose facing not avoid and I would take the responsibility.

Beside, our leader saw my mature and thought I was familiar with the work and I

could deal with the problems from customers, which made me more confident and I felt the responsibility I would take. During the customer service, I learned more I could not learned from books. And I also knew how to communicate with customers, if the problems were really ours what should we do. Sometimes I would also meet problems that I could not solve because I lacked experience, but all of my leaders and colleagues would help me to solve them. Some customers were very kind and they would listen to our explanation and if it was not our problem they would understand us, which would have a happy ending. While, there would also some customers, no matter what I did, they would not be satisfied. At this moment, I would ask help for leaders. Just like this, I would do everything that I should do. During the work, I also won the customers praise and the leader was happy to my performance. Of course, no one is perfect, I would be out of control of my emotion. Once, I was not patient with the customer and later I realized my fault and apologized to my customer. Because my attitude was sincere and I was also apprentice and he was also regular customer, this thing was solved happily. But I knew I would not luck each time like this. In addition, I would also communicate with my colleagues to talk something about work and family. If they need help to do something, I would help without hesitation, which also help me build a good relationship.

Related leadership theories

During the internship, I learned the leadership from my leaders and also used leadership in my work. First, I saw the supportive leadership. Our leader possessed profound knowledge and he could give us guide and when we met difficulties. If we could not deal with the problem between us and customers, he would solve by himself, he could always solve the problem happily, which made us admire him and respect him deeply. And I also saw the trust I think it was the aspect that I should learn, which can make the followers follow you without any suspicion. Besides, I possessed the honesty. Honesty is important for us to set your position. During my work. I made mistakes and Icould be honest to admit and apologized, which did not make me punished but also won the praise. In addition, during the work, I would always meet

difficulties and I would ask for help from my colleagues, which was not losing face, but learning process. I am full of empathy. I am sensitive, I could feel others emotion. And I would to talk with them to help them. All these theories were used in my work and I felt the meaning of applying what you have learned to the practice.

Others harvests

During my internship, I learned many qualities and used my qualities of leadership. During the absence of my colleague and I take over her work, it was confidence and team work spirit that made me succeed. When I took over the work of my colleague, I had pressure first. Because I was not familiar with his work and his partners and customers I should be familiar first. But I am a confident person, I believed that I could do well. Just my confidence made my partners appropriate and felt I was qualified. During that period, I did my best to learn and to communicate with my colleagues and customers, which made me build better interpersonal relationship. They all liked me and were willing to work with me. When I met problems, we would come together to come up with solutions and each time we could do the best and for which our group won the award of company. In the spare time, Imay hold a party, we have dinner or play together, which narrowed our distance and made us be like a family and which also be good for team work.

Section C Conclusions

Gains and lessons

In the internship, I have many gains. First, my attitude was changed. As I said before, I did not want to do the tiny task and I did not like the major. But during the internship, the experience that I really took part in the job and communication with colleagues, which made me so happy and found that I really liked the job. Second, I really applied what I have learned in my job. The logistic theories and leaderships were all applied. And I had also knew theory was not the same as practice, which should be flexible. I learned from my leader how to be a qualified leader. You should master professional knowledge which can be used to give the guide to your followers. You must be good

at communicating. Which could narrow the distance between you and the followers and be good for the development of the company. You should be confident with yourself, which can encourage your followers. You must give the opportunity to your followers to make them expretheir suggestions which is a performance to respect and trust them and will make the followers feel their value realized and they will make their best to work. You must be possethe high EQ, which will make you kind in the followers hearts.

Besides, to my majors, I knew further. If the company wants to go long, it must win the customers trust and keep the loyalty to the customers. While the key to do this is the good customer service.Why are those big brands welcomed by customers, beside the good product quality, the good customer service is also an important role. Fuyun has the best customer service, so it can attract more customers. They have good customers information management system. And it also can consider the customers nee. What’s more, as a supply of logistic, it is impossible to succeed without the long term customers. So it must be pose the relationship between the company and customers correctly. In addition, communication. It is neccessary to communicate with customers in time. After the company completes one trade, it must realize the attitude of customers. And if there was shortcomings, modify to reach the customers satisfactions.

Third, I was improved about my weakness. Sometimes I will be out of control of my emotions. I will work with my emotions or I will be not patient with the customers, which are bad for the company development. While during the work and the help with the leader and colleagues, I will turn to the customers position to consider things. And I changed the weaknestep by step. Besides, I .am not good at computer and those office software. But, because of the need of work, I must face computer everyday to make tables or to connect customers or work arrangements. Now, I dare say general computer questions can not make me confused, which is also a skills that I should master.

During the internship, I learned a lot. Some majors knowledge and some leadership and some interpersonal relationship. I know deeply about my self. My strengths and weaknesses. From the mistakes that I made, I also got the lessons, I think all these will be the valuable fortune for my future.

Acknowledgment

In my period of internship, I must thank many people. First is Mrs zhang, it is she who led me to the work and gave me the specified training, which had very profound influence on my internship. She also helped me with my former and latter work, which helped me be out of trouble. Second is my leader. He forgave all my mistakes and often gave opportunity to make me more confident and to perform myself, all these made me apply what I have learned in school into the company and the succethat I achieved was confirmed by him and I became more and more found of the work. Third are my colleagues. It was they who helped me in my work and communicate and shared their experiences with me, which made me feel I am not lonely and Ian really in the family. Fourth are my customers. It was they who support my work and it was also they who forgave my fault, all which made me grow up. I should also thank for my teachers who taught my knowledge and gave more advice about my internship. Suggestions for the company

Fu yun company also need to develop and it also has shortcomings. How does t do to overcome these and develop further? I have my ideas and suggestions.

First, providing the whole service for customers after trade, which includes analysis tables monthly. For example, the quantities of sending goods and cars or vans and the sound goods to give the customers as example. Providing the season tables with the different areas, prospective and decrease tendency and accuracy, timelessnerateand so on. Comparing the customers goals to decide the developing goals. Providing compensation to the sue of customers.

Second,building strategies partner with customers. In this aspect, the company should improve service gradually to meet the customers need. It should decrease the

cost according to creative and outstanding plans. It also cooperate the customers and to achieve the zero storage of customers. The interdependent and interactional relationship make customer and Fu yun logistics become the new community of interests. So the company should pay more attention to the customer's voice, as far as possible to meet customer requirements, it should also show a case to the customer if they cannot do, so it can show the carenefor the sake of customers, the customer interests from the sides.

Customer service is an important enterprise departments.When there is friction between the customer and company, it must be handled in time to reduce the loto the lowest extent. Fuyun logistics customer service departments can coordinate the relationship between the enterprise inside and outside and ensure the smooth progrein business.Because not every businecan be smoothly progress, even if the plan has good project , it is also likely to go wrong, when a link appear antinomy, Fuyun logistics should be sorrow and the sorrow of "customer first", and complete the related work to deal with error link and take the initiative to communicate with customers, negotiate and find out the best solution to solve the problem.When problems arise, the customer first is likely to be found in the customer service department, so the customer service staff should be aware of the focus of the service is to solve the problem, not to shirk responsibility. Service position is standing in customer's position to consider, and not just act on behalf of our company, in view of the actual situation, in part to maintain the interests of the company at the same time, with the principle of empathy, providing customers with personalized service, make customers feel you are special one consideration for him, regard him as a VIP.Let customers understand you and the company offered him high quality service, rather than the others, and thank the customer to choose the Fuyun logistics services.

With the mature of the concept of logistics, the logistics industry in our country is in continuous development. People increasingly realize that customer service has

become the logistics system, and even the keys to successful operation of entire enterprise are to improve the competitive advantage of products and services. Logistics enterprises in our country recognize the connotation of the customer, in-depth understanding of service essence, because of the economic globalization today, who can seize the customer, who can be in an impregnable position in the intense market competition. And how to improve the quality of logistics customer service, how to speed up the development of logistics industry to make the logistics enterprises in our country be in an impregnable position in the global logistics market competition, are still to be constantly thinking.

Personal plan

In my heart, I want to possea company and I think I would be a qualified leader. First, I will make my company more modern and have a specified system. And my followers and I should be responsible and be knowledgeable. And we must be trained professionally. Besides, I will be supportive and directive. And I will also communicate with my followers and to cultivate others to give the award or position they deserve. And I will also pay more attention to the team spirit. I will make my company modern and full of empathy, friendship and be like a family.

Section D Appendix

Three internship diaries

星期 月份,年

I received a phone call yesterday, I would go to Fuyun transport logistics to work and then began my internship career. I am really nervous to go to a completely unfamiliar industry, to do the first job. I am going to think what to do,but I really have no idea . After all, it is the first internship, no matter how you must do it well. Today is the first day, I get up in the early morning. I want to take a bus to work, but I can not find the location of the bus! When I answeredthe phone yesterday , it is close to my home, so I did not ask about further. I waste much time to find the bus stop. when I get to

work, I am full of sweat, looking at the clock, luckily not late. There is a simple meeting and I was told I would have a training. And I met Mrs zhang, who is so kind that my anxiety and confusion disappear.

星期 月份,年

It is a whole day of work, I have been here for a week, and I learned a lot of things in the interpersonal communication. it itself can learn a lot of things, both technical and personal communication skills. The manager asked me to help him the input form in the afternoon, because of my carelessness, an index to the wrong number, which led to data error and being sent to client.Having to play it again and then sent to the customer and apologized to somebody else.Carelein school may not be taken into considerations before, but it really was not a good habit.It's depressing day.

星期 月份,年

There's nothing to write.Maybe it is a fresh strength in the past.Practice life finally began to repeat after two weeks.I work a lot, and with high quality.By the way,I'm going to write about the small incident today.In my opinion, completely it is unlucky for users but unreasonable blame blame my colleague. Perhaps encountering such person too much, she still calmly communicated with the customer. Suddenly I feel quite distressed. she's a little thin and so kind and speak so meek. Idon't have the patience to explain. I've always wanted to persuade her, or to comfort her, but she is stronger than I imagined. Maybe I should learn from her.

物流公司实习报告(客服部)2017-11-06 02:31:10 | #2楼回目录

实习时间:2016年11月10日——2016年3月5日

实习地点:广西xx物流有限责任公司(客服部)

实习目的:了解广西的物流市场及学习物流工作的流程,锻炼自己的语言交际能力,培养团队精神同时将理论与实践有机的结合,并从实际中进一步学习和理解物流的内涵与外延。

公司简介:

广西xx物流有限责任公司,以下简称(xx物流),创建于2000年7月,注册资金300万元,总公司设在广西首府——南宁。公司下设零担货运事业部、车辆管理置业部、仓储配送事业部、快递事业部、贸易事业部、客户服务部及30多个营运分公司。现有职员近400人,拥有各种车辆100多辆,仓储面积达2.5万多平方米,是目前广西发展速度最快、最具市场潜力的物流公司之一。

公司实行直线连锁管理模式,充分应用电子商务网络管理系统,服务网点遍布广西各大、中城市,为广大客户提供全国整车/零担货物专线直达往返运输;中转全国各地货物运输;代垫运费、代收代付货款;品牌代理、仓储包装、门对门配送等第三方物流超值延伸服务。此外,xx物流引进先进现代物流管理观念,以为客户提供优质、全方位的物流服务为服务宗旨。

物流客户服务的重要性:

物流客户服务是指物流企业为促进其产品或服务的销售,发生在客户与物流企业之间的相互行为,在向客户提供服务的过程将把价值附加到交换的产品和服务中去。xx物流致力于开展客户服务工作,公司在业务拓展、市场推广、品牌打造等方面都取得了很大的成效,为此公司决定通过不断提高物流客户服务水平,继续为客户提供最优质、最有效的物流服务,在南宁市、广西全区乃至全国树立起广泛的影响,实力打造一个优秀的物流企业形象。

随着行业观念的转变,再加上市场竞争越演越烈,如何提高客户的满意度,提高物流企业的客户服务水平,成为xx物流企业迫切需要去研究和解决的重要课题!

xx物流在客户服务中存在的问题

1、售后服务存在问题

企业要想长期盈利,走向强盛,就要赢得永久顾客,保持顾客忠诚度,提高顾客满意度。企业在实施这一举措中,满意的售后服务便是成功法宝之一。海尔、联想、长虹、格兰仕等之所以成为受消费者欢迎的品牌,有一个很重要的原因就是包括售后服务在内的优质服务做得好。xx物流的售后服务做的还是不够,没能牢固地把持客户;客户信息管理混乱,信息不统一和共享;另外,公司不能及时地想客户所想,快速反应能力差,不能提供客户所需的服务。

2、不理解与客户之间的关系

作为一个物流服务供应商,如果没有长期的客户将是一件很可怕的事情。不能真正理解到自己与客户之间的关系,在交易完成后只把其当作是单次交易,没有意识到应该与客户长期合作,也就是公司与客户间缺少建立良好战略同盟关系的意识。

3、客户部门与客户之间缺少沟通

当一次交易结束后,企业就应该及时得到客户的态度,如客户是对自己的服务的态度是怎样的,好在哪里,不足之处又是哪些,哪些环节需要改进。工作人员缺少工作主动性,不主动与客户进行沟通,不能及时了解客户的心声,导致了一些客户的流失。

解决办法

作为物流行业的龙头之一,中国外运集团在为客户提供高品质物流服务的过程中,中外运深

切地体会到,以客户为中心,满足客户的个性化需求,为客户提供全方位的物流服务是当今中国物流企业所必须面对和完成的历史使命。中外运几年来成功地为宝洁、米其林、壳牌、联想、可口可乐、达能、北京现代、苏泊尔等诸多大客户提供了优质的物流服务,得到了客户的广泛认同。

中外运在客户服务这一环节确实有许多值得世纪物流学习的地方。借鉴于中外运在客户服务中的成功经验,针对xx物流在物流客户服务中存在问题和不足,xx物流应该如何发挥自己的优势,去解决这些问题和不足,从而提高客户的满意度,进而提高企业的客户服务水平呢?

一、为客户提供全方位交易后服务

这种交易后服务工作主要是为客户提供月度统计分析表,送给客户参考。内容包括:

(1) 本月发货量,派车、到车及时率,有无货损货差等;

(2) 为客户提供季度、年度报表,内容包括:各地发货量走势、淡旺季时间区域发货量对比、发货准确率、及时率、事故率等等;

(3) 结合客户的物流工作目标,确定该项目的发展目标。

(4) 处理客户投诉,提供补救性服务;以及其它增值服务。

xx物流所关注的是如何为客户提供最优质、最有效的服务,如何博得他们的忠诚。如果公司能做到这一点,客户会更加经常地、更多地购买或使用公司的产品和服务,公司将从他们身上获得更多的利润。公司应该把客户当作自己的上帝,市尝销售和客服部门要建立一个以“客户”为中心的业务流程,积极响应客户需求的变化。

二、与客户建立战略合作关系

如果说上述方法更注重的是情感投入和利益回报的话,那么更为牢固的客户关系应该是战略联盟与伙伴关系,即对客户来说要有量身定制的物流方案,对物流公司来说要提供小棉袄般的贴心服务。xx物流应该在以下几方面体现出和客户的战略合作伙伴关系:

(1) 不断改善、提高物流服务质量,以满足客户的销售需要。

(2) 通过有针对性、个性化的物流解决方案,来降低物流成本、减少资金占用量;

(3) 配合客户销售,积极整合社会资源,实现客户与其终端客户的零距离、客户的零库存的实现;

这种相互依赖、相互影响的关系,使客户和xx物流成为新的利益共同体。公司应该重视客户的心声,尽量满足客户的要求,不能做到的也应该向客户说明情况,这样可以从侧面展示出世纪物流为客户着想,维护客户利益,从而有利于提高了客户的满意度,进而达到提高企业的客户服务水平的目标。

三、“先客户之忧而忧”

客户服务部门是企业的一个重要部门。当与客户之间出现摩擦时,必须及时处理,把损失减到最低,尽量避免顾此失彼。xx物流的客服部门要协调好企业内外的关系,保证业务的顺利开展。因为不是每笔业务都能顺利进展的,就算计划得再好的项目也有可能出错,当某个环节出现矛盾时,xx物流就应该“先客户之忧而忧”,并做好相关工作,对出错的环节进行处理,并主动与客户沟通,协商并找出解决问题的最佳方案。

当出现问题时,客户首先找到的可能就是客服部门,所以,客服部的工作人员应该意识到服务的焦点就是解决问题,不是为了推卸责任,更不能与客户发生争吵。服务的立场是站在客户的立场去考虑,而不仅仅是维护本公司的利益,针对实际情况,在一定程度维护公司利益的同时,用换位思考的原则,为客户提供个性化的服务,让客户感到你是特别为他一个人考虑,把他当贵宾;让客户明白是你和公司提供给他优质的服务,而不是他人,并感谢客户选择了xx物流的服务。

作为一个客户服务工作人员,应该掌握与客户沟通的五个步骤:

(1) 端正心态,要相信顾客的处境正如他所说的,并非故意来找碴。

(2) 与顾客建立相互信任的关系,融入顾客的世界。

(3) 准确地获取对方的资讯,明确用户的需求及期望。

(4) 采取具体行动去帮助他,使顾客满意。

优秀的处理问题的能力,可以给客户留下良好的印象,让客户认可xx物流的服务能力,同时对公司产生足够的信任,以便提升客户忠诚度。

客户取向通常取决于三方面:价值、系统和人。当客户感觉到产品或者服务在质量、数量、可靠性或者适合性方面有不足的时候,他们通常会侧重于价值取向。客户需求的满足是一个过程的终点和企业目标的实现,客户服务的价值甚至超过了产品的本身。所以客户服务水平可以直接反映了一个企业的综合实力,同时,拥有优秀的客户服务能力,将成为xx物流有限公司市场竞争的一把利刃!

随着物流概念的成熟,我国物流行业也在不断向前发展,人们越来越认识到客户服务已经成为物流系统,甚至整个企业成功运作的关键,是提高产品和服务竞争优势的重要因素。我国物流企业要正确认识客户内涵,深入理解服务精髓,因为在经济全球化的今天,谁能把握住客户,谁就能在激烈的市场竞争中立于不败之地。而如何提高物流客户服务的质量,如何加快物流行业的发展速度,使我国物流企业在全球物流市场竞争中立于不败之地,这都是我们要去不断思考、研究和解决的重要课题!

物流公司客服实习报告2017-11-06 02:33:35 | #3楼回目录

实习时间:2016年11月10日——2016年3月5日

实习地点:广西xx物流有限责任公司(客服部)

实习目的:了解广西的物流市场及学习物流工作的流程,锻炼自己的语言交际能力,培养团队精神同时将理论与实践有机的结合,并从实际中进一步学习和理解物流的内涵与外延。

物流客户服务是指物流企业为促进其产品或服务的销售,发生在客户与物流企业之间的相互行为,在向客户提供服务的过程将把价值附加到交换的产品和服务中去。xx物流致力于开展客户服务工作,公司在业务拓展、市场推广、品牌打造等方面都取得了很大的成效,为此公司决定通过不断提高物流客户服务水平,继续为客户提供最优质、最有效的物流服务,在南宁市、广西全区乃至全国树立起广泛的影响,实力打造一个优秀的物流企业形象。

随着行业观念的转变,再加上市场竞争越演越烈,如何提高客户的满意度,提高物流企业的客户服务水平,成为xx物流企业迫切需要去研究和解决的重要课题!

xx物流在客户服务中存在的问题

1、售后服务存在问题

企业要想长期盈利,走向强盛,就要赢得永久顾客,保持顾客忠诚度,提高顾客满意度。企业在实施这一举措中,满意的售后服务便是成功法宝之一。海尔、联想、长虹、格兰仕等之所以成为受消费者的品牌,有一个很重要的原因就是包括售后服务在内的优质服务做得好。xx物流的售后服务做的还是不够,没能牢固地把持客户;客户信息管理混乱,信息不统一和共享;另外,公司不能及时地想客户所想,快速反应能力差,不能提供客户所需的服务。

2、不理解与客户之间的关系

作为一个物流服务供应商,如果没有长期的客户将是一件很可怕的事情。不能真正理解到自己与客户之间的关系,在交易完成后只把其当作是单次交易,没有意识到应该与客户长期合作,也就是公司与客户间缺少建立良好战略同盟关系的意识。

3、客户部门与客户之间缺少沟通

当一次交易结束后,企业就应该及时得到客户的态度,如客户是对自己的服务的态度是怎样的,好在哪里,不足之处又是哪些,哪些环节需要改进。工作人

1

员缺少工作主动性,不主动与客户进行沟通,不能及时了解客户的心声,导致了一些客户的流失

2

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