Research On Customer Service Management Improvement In S Logistics Corporation

With the accelerating process of economic globalization and China's accession to World Trade Organization (WTO), China's logistics enterprises will face more severe competition in the market. Core competitiveness and customer service research in Logistics enterprise is one of the important issues. Customer service is the main output function of the logistics activities, which not only reflects the integrity of the fundamental objectives of the logistics activities, but also provide a yardstick. Face up to the fierce competition, third-party logistics companies only provide continuous, high-quality logistics services, and constantly enhance their competitiveness in order to obtain customer approval.This thesis aims to integrate third-party logistics and customer service theory, summed up third-party logistics management services to corporate clients, combined with S Logistics Customer Service Department exists to make recommendations and countermeasures.First of all, there's a theoretical study of the third party logistics and customer service. Then the thesis introduce the current organizational structure and operation situation in the S logistics corporation. Via a SWOT analysis on the advantages and disadvantages, it clearly expound the strategic choice of the S logistics Corporation.After that, the article made a series of customer service in the third party logistics company. From the perspective of CRM strategy and Activity Based Classification method, a company should confirm which is the core value customer. There also an analysis of how to improve customer satisfaction, customer demand individual-oriented development strategy and service programs in the article. Combined with the management methods, from the company strategic positioning to the implement procedure, it made a third-party logistics corporation management approach and customer service improvements. Finally, the article made a research on key performance indication evaluation system in the third-party logistics corporation. Combined with the practice experience in the S logistics Corporation, the author made an analysis and conclusion of the customer service management in the S logistics Corporation. While the author also offer the countermeasure and improvement suggestions at the same time.