提升我国快递企业客户服务水平的策略研究  

Strategy Study of Improving the Customer Service Levels of China Express Companies

作　　者：林侠[1] 

机构地区：[1]北京化工大学北方学院

出　　处：《中国市场》2008年第36期16-18,共3页China Market

摘　　要：与国际快递公司相比,我国许多快递企业的客户服务意识相对比较淡薄,客户服务水平较低。针对国内快递企业在客户服务上存在的主要问题,提出以下两点改进意见:增强服务意识,建立快递行业规范;转变经营理念,引入先进的管理方法和技术。Compared with international express companies, the sense of service of many domestic express companies are relatively indifferent, and the customer service level is not high. Against these problems, we proposed the following improvements： enhancing the sense of service and establishing the express industry standards; changing the business philosophy and introducing the advanced management methods and techniques; outsourcing the call center.

关 键 词：快递 客户服务 策略 

分 类 号：F259.23[经济管理—国民经济]