The 3rd Party Logistics Customer Service Improvement Research-DHI Global Forwarding

Since joint WTO in Y2001, China has involved into international trading & communication more than before, more and more international based 3rd Party Logistics company start run biz &provide service at China local market, compared with international 3rd Party Logistic company, China local 3rd Party Logistic still lack of competition in the market, after observation, the reason not only because they start develop later and with weak functional infrastructure but also because they still focus on traditional products providing, for instance, still focus on old customs clearance service, transportation service, they still expect to win business through provide more cheaper productions to customer, while international 3rd Party Logistic Companies are changing their marketing strategy from low cost to how to provide customer satisfied service to establish strategy partner relationship with customers. The important character is they will get beyond the traditional logistic industry, and provide more satisfied service to customer, including but not limited on pay attention on customer’s feelings, focus on customer’s demands, provide effective communication and provide competitive production to customer.I will also introduce the customer service system we’re using in DHL Global Forwarding(China) Ltd where I’m service for, to analysis what is DHL customer service problem via 5GP model, I will deep drive current problem which DHL faced, and then provide development proposals from my observation. The solution including how to do the process improvement and how to apply it to existing market through customer satisfaction survey set up, customer care system go live etc. the purpose is to meet market requirement and get customer satisfaction and then occupy more market sharing.