Research Of Customer Servies Of Third Party Logistics Business

The purpose of this paper is to provide suggestions and inspirations for third party logistics business on ways to further improve their customer service and overall business process, by studying on their current situation. Starting with analysis on features of customer services offered by third party service providers and current situation among these service providers in China, this paper points out problems and areas of improvements needed in third party logistics business in China, and proposes possible solutions. Researches on customer needs and customer services conducted by experts and scholars both from home and overseas have served as good reference in the writing of this paper.The research results indicate that these third party logistics business need yet to enhance their awareness and understanding of customer service. To help solve the problem, customer service oriented strategy, where quality service is considered in the whole business process, needs to be put in place. Proper customer service goals should be set, based on each service provider's individual situation and optimum levels of customer services should be selected, balancing related revenues and costs. Finally, good measurement system is needed to evaluate the customer service performance.The research also finds out that expanding value-added services emerges as the new trend for logistics services. The third party logistics business will need to provide added value to their services and making their information and services more easily accessible via the Internet, in order to further improve their customer service and hence enhance their core competitiveness. Customer satisfaction remains as the ultimate goal for customer services. In addition, customer satisfaction and loyalty help guarantee the value of a company.