Research On Optimization Of Hubei Postal Express Logistics Customer Service System

The customer is the enterprise survival and development, customer service hasbecome an important measure of express logistics enterprises to enhance competitivenessand profitability. Construction of postal express logistics customer service system has veryimportant strategic significance for the postal express logistics industry in rapiddevelopment，Post staff call center is an important part of express logistics customerservice system, the strategy is to implement a unified customer service entity.In this paper, on the basis of previous customer service system construction theoryresearch results, based on the building of Hubei postal express logistics customer servicesystem construction situation and11183professional call center and perfect, pointed outthat the Hubei postal express logistics customer service system, there exist many problems:the concept of customer relationship management is not clear, the organization structurehinders the customer information exchange; homogeneous service facing challenges, lackof characteristic service according to the customer demand; market development,marketing and maintenance work has not yet been established norms, perfect system;customer management personnel quality is low, the informatization level of customermanagement is relatively low; in the aspect of dealing with customer complaintion,processing mail is not timely, effective. At the same time, this paper also analyzes thedemand and the management mode and level of Hubei postal express logistics customerservice system, points out that the features according to their own needs customer serviceindustry of Hubei postal express logistics provides client of value-added services,including strengthening express information service and express service entities, and howto carry on the customer service and management suggestions, and points out that theconstruction of Hubei postal express logistics customer service system should be the fullimplementation of the " take the customer as the center, with demand as the guide, by themeans of service " management concept, through the establishment of discoveringcustomers scattered, continued to grow protocol client, customer service and managementsystem to prevent the loss of large customers, develop customer service standards, theimplementation of customer management, promote customer value-added services, tobuild the Hubei postal express logistics service brand.