Study On Improving Customer Service Level Of D Logistics Company

With the logistic industry development, especially the third-party logistics, the competition of customer service become more and more fierce. The customer service level influence the ability of keeping existing customers and drawing new clients for the third-party logistics company, the ability of gaining profit and the market share, and the ability of enhancing the product differentia and service advantage. It could reflect completely the ultimate objective in the all logistics activities, which is one important part of logistics management.In order to actualize the optimization of customer service, this thesis discusses the following issues: firstly, it describe the third-party logistics status and the problems, and then addresses the theory of the third-party logistics theory, including the customer service related concepts, influence factors, logistics customer service performance evaluation in logistics enterprise, Meanwhile, it investigates customer satisfaction using Enterprise Customer Satisfaction Index (CSI) methods, through total quality management and customer's strategy, and provides the level of customer service in order to improve logistics and distribution system. Secondly, it take D company as one case, analyze the status and find the shortage, then sum up the key factors in logistics service. On this basis, this thesis discusses the logistics optimization strategy, so as to provide a reference on logistics enterprises in the optimization of customer service.