HND 客户服务文化报告.docx
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HND 客户服务文化报告.docx
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HND客户服务文化报告
I.Introduction
ThisreportisforanalysiscustomercarestrategyofYUNDAexpress.Basedofthetheoryofcustomerservice,customerserviceincludingmacroscopicandmicrocosmiccustomerservice.ThisreportjustanalysisthemacroscopiccustomerserviceofYUNDAexpress.Macroscopiccustomerserviceincludecustomercarestrategy,customerservicestandard,customerfeedbackandcustomerevaluation.ThisreportanalysisthemacroscopiccustomerserviceofYUNDAexpressintheseaspects.Finally,givesomereasonableadvises.
II.DevelopmentoftheYUNDA'SCustomerCareStrategy
2.1IntroductionofYUNDA'SCCS
YUNDAexpressisaChinesecharacteristicsbrand.ConsideringtheChinesesituations,Theoperatingmodeistechnologyandstandardization.Therearemorethan3000neighborhoodservicecenternationwide.Itcanofferservicesprettygood.Investcapitaluseonoptimizeinternaladministrativecontrolandcustomerservicesintendedforimprovecustomersatisfaction.Establishtheomni-directional,multi-levelshippingguaranteesystem,andprovideproductsforthecustomerneed.YUNDAexpresscontinuetoimproveexpress,logisticssolutions,airtransportandtransportallaspectsofspecialskillstosupportandhelpcustomersachievingtheirobjective.Theywillbethelong-termcustomersmutualbenefitcooperationpartner."Cross-worldfriends,abrandindustry"isthecustomercarestrategyofYUNDAexpress.Here,saidthe"friends"refertocustomers,partners,guild,governmentandotherorganization.Eventheirpeercompanies,providedcareandsupportthedevelopofYUNDA,theyareallYUNDA'Sfriends.TheprincipleofYUNDAareequity,integrity,shortcut,security,enthusiasmandconsiderate.
2.2HowYUNDAdesignandimplementitsCCS
AccordingtoHallier,J.AndButts,S.(2000)theory,thecustomercarestrategydesignprocessofYUNDAcansumupthefollowingninestep.Designingstepsincludingthefollowing.Firststepisdevelopmentandevaluationofbusinessstrategy.Next,keydeterminationsofcustomercarestrategy.Then,creationofcreativities.Afterwords,evaluationanddevelopmentofcreativities.Finalisfeabilityandprofitassessmentalsoclearrolesandresponsibilities.Implementationstepsonlythree,Implementationtest,commercialismandevaluationandDouble-looplearning.
Thereintoincludethreelimitationofprocess.Ifanystepnotsatisficeditwillstop.ifnotpasstheevaluationinanystepswithmarksitwillstop.Anysteporstepswillbereprocesseduntilsatisfiedifrequired.
III.EstablishmentoftheYUNDA'SCustomerCarestandards
3.1Designflowcustomercarestandards
AccordingtoMarchington,M.AndWilkinson,A.(2005)theorythedesignflowcustomercarestandardsofYUNDAcansumupthefollowingninestep.Firstrecogniseexistingandexpectedcontestingpointsfromservicemap.Then,transferthesepointstoaction.Nextchooseappropriateactionforstandard.Third,setsoftorhardstandard.Followedbydesignreflectionsystemforbothsoftandhardstandard.Therestofaresethardindicationandsoftobjective,evaluatestandardbyindication,objectiveandofferoutcomeofappraisalforstaffandevolveindicationandobjective.Combinedanalysis,itcanfallsintothreeparts,mapcontactingandexpectingpoints,transferthesepointstoaction,setobjectiveandindicationforsoftandhardstandardrespectivelyandevaluatestandardbyindicationandobjectivewhichneedtobeevolved.
3.2Theexamplesofcustomercarestandards
ServicetermessentialrequirementsofYUNDAexpressasfollows:
Intheoperationprocedure,eachworklinkmustsetreasonableandorderly,norepeatandintersection.Eachlinkshouldbeinanorderlyway.Operationskillandthemethodsusingreasonableandappropriate.Satisfiednecessaryofcustomerfurthest.Controlandsavethecostingineachlink.Decreaseandcondensetheunnecessarytransitshipmentlink.Reducethetransportationcost.Reduceenterpriseexpresscostinultimate.Securityisalwaysthebasicprinciplesofexpressservice.Itincludearticlesecurity,personalinformationsecurityandservicersecurity.Throughoutthisprocessofconvey,guaranteetheexpresssecurityinreceivingexpress,packaging,transportanddelivery.Guaranteetheinformationinputintimeandaccurate.Pledgetheexpressneverlostanddamage.Theoperationtohavethesuitablearea,andequippedwithmonitoringequipmentandfirecontrolfacilities.Permanentestablishmentandshowobviousbrands.
IV.TheresearchofYUNDA'SQualitativeandQuantitativecustomerfeedback
4.1Researchplanning
ThecompanycustomerfeedbackcollectmethodinYUNDAisthroughqualitativemethodandquantitativemethodmixgainit.Thequalitativeresearchfocusesonwordsandobservationstofindoutreality,andattemptstodescribepeopleinnaturalsituations.Thequantitativeresearchgrowsoutofasolidacademictraditionthatplacesconsiderabletrustinnumbersthatrepresentopinionsorconcepts.Theinformationcollegemethodofquantitativeisquestionnaire.Thecollegemethodofqualitativeisobservationalmethod.
4.2Dateanalysis
Therearefourmainlystepsinthecourseofexpress.First,receivingtheexpress.WhenYUNDAgettheorder,theaccountexecutivedoor-to-doorserviceforthecustomer.Receivingtheexpressandrecordedinformation.Receivingexpresshastwoways,door-to-doorserviceandbusinessoutlets.Accountexecutive'sassignmentarecheckuptheexpress,helpcustomertofillinwaybill,packaging,weigh,billing,carrybackandsubmittheexpressandwaybill.Next,disposetheexpress.Ithastwostepssortinganddispatch.Inthisstep,thestaffofYUNDAaccordingtotheaddressonthewaybillclearupandconcentrate.Encapsulationtoagatherpackagetransporttodestination.Then,thenextstepistransport.Itisintheunitiveorganization,schedulingandcommand.Accordingtoprogrammeuseofvarioustransportationcomprehensive.Guaranteetheexpressarrivingtimely.Finally,dispatchisthelaststepintheallprocess.Includinghandoverandtakeover,choiceroute,confirminformationandtypeofpayment,remindthecustomer,Arrangeinformationandpayupandsoon.(ThediagramintheFigureIII)
V.ThecontinuousreviewandimprovementofYUNDA'Scustomercare
ThiscompanyusetheComparingCustomerFeedbacktoevaluateit`scustomercare.YUNDAbyusingquestionnairestocollecttheinformationaboutthecustomer'ssatisfactionscience2006.Between2006and2008,thecustomer'ssatisfactionareverylow.AlmostallcustomerarecomplaintheYUNDA'Sservices.Fromthepricetothespeed.DuringYUNDArestructurein2009.Thesatisfactionincreasesplitting.Until2011,thesatisfactiontothepeak,84%.(ThediagramintheFigureIV.)
VI.Suggestion.
Toimprovetheenterprisemanagementlevelofthecompany,toimproveenterpriseefficiency.Throughthescientificmeasurement,thedeterminationofreasonableworkingloadandprocessflow,avoidemployeeforoverburdenedortoorelaxedandloseinterestinthejob.Improvespeed,inthesametime,guaranteeaccuracy.Ownagoodserviceattitudeisveryimportant.Itcanmeetcustomerneedandincreasethesatisfactionandloyaltyofcustomer.
VII.Reference.
Curasi,F.C.(2001),‘Acriticalexplorationofface-to-faceinterviewingvs.computer-mediatedinterviewing’,InternationalJournalofMarketResearch,Vol.43,Quarter4,pp.361-375.
Granello,H.D.andWheaton,E.J.(2004),‘OnlineDataCollection:
StrategiesforResearch’,JournalofCounseling&Development,Vol.82,pp.387-393.
King,N.(1994),‘Thequalitativeresearchinterview’,inCassell,G.,Symon,G.(Eds),QualitativeMethodsinOrganisationalResearch,SagePublications,London.
Luoma,M(2000),‘InvestigatingthelinkbetweenstrategyandHRD’,PersonnelReview,Vol.29,No.6,pp.769-790.
Pan,L.(2001),‘Thechallenges,opportunities,andsolutionsofdevelopinghumanresourcesinChineseinternationaltradeindustry’,JournalofChineseHumanResourceDevelopment,Vol.10,pp.26-28.
Tennant,M.(2006),Psychologyandadultlearning,2ndEdition,Routledge,London.
Xiao,M.andHong,H.(2002),‘StrategicChoiceofChineseHumanResourceDevelopment’,JournalofChineseTraining,Vol.5,pp.18-19.
Yang,X.andLiao,Y.(2007),‘BuildingStructureofHumanResourceDevelopmentwithinCorporation’,JournalofBusinessTimes,Vol.31,pp.52-53.
VIII.Appendix
FigureI.Sampleofquestionnaire
窗体顶端
韵达快递客户服务质量调查表
尊敬的先生/女士:
这是一份学术性的研究问卷,目的在于探讨现行物流业服务质量的优劣。
由于调查的结果将直接影响到该项研究的结论和质量,因此,恳请细心地予以填写。
若有不便之处,请向调查员询问。
谢谢您的支持与协助!
敬祝健康
填写说明:
本问卷共分为3大部分,分述如下:
第一部分
个人基本资料
第二部分
被访者对物流服务特性的期望
第三部分
被访者对物流服务特性的实际感受
请注意:
1.我们保证此项调查只用于研究目的,对被调查者的个人情况我们将严格保密,请放心填写。
2.本问卷填写时间约需要20分钟,需要您的耐心填写,故当您填写完成后,我们将以各种方式来感谢您的热情协助!
如有任何疑问或建议请发送至邮箱zshaorui@,非常感谢您的协助!
1.个人基本资料
1.您的性别*
A.男
B.女
2.您用过本快递公司*
A.是
B.否
3.您的教育程度*
A.高中及以下
B.大专
C.本科
D.本科以上
4.您认为快递的收费价格*
A.很低
B.低
C.普通
D.高
E.很高
6.您的月收入为:
*
A.2000(含)以下
B.2000-3000
C.3000-4000
D.4000-5000
E.5000以上
7.您以前曾用过哪家快递公司的服务:
*
A.申通
B.圆通
C.顺丰
D.天天
E.EMS
F.其他
一、期望部分(你认为你心目中的快递公司是怎样的)——请就以下问题填答您的同意程度。
其中1分—非常不同意,2分—不同意,3分—比较不同意,4分—无所谓,5分—比较同意,6分—同意,7分—非常同意
1.良好服务的快递公司应当具有现代化的设备*
A.1
B.2
C.3
D.4
E.5
F.6
G.7
2.良好服务的快递公司的员工应当穿着得体、整洁*
A.1
B.2
C.3
D.4
E.5
F.6
G.7
3.良好服务的快递公司应当有与服务相匹配的设施*
A.1
B.2
C.3
D.4
E.5
F.6
G.7
4.良好服务的快递公司应当履行对顾客的承诺*
A.1
B.2
C.3
D.4
E.5
F.6
G.7
5.当顾客遇到困难时,良好服务的快递公司应当表现出应有的关心并提供帮助*
A.1
B.2
C.3
D.4
E.5
F.6
G.7
6.良好服务的快递公司配送的货物的是正确的,是寄件人所寄送的货物*
A.1
B.2
C.3
D.4
E.5
F.6
G.7
7.良好服务的快递公司运送的货物是完好无损*
A.1
B.2
C.
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