HND 客户服务文化报告.docx

1、HND 客户服务文化报告I. IntroductionThis report is for analysis customer care strategy of YUNDA express. Based of the theory of customer service, customer service including macroscopic and microcosmic customer service. This report just analysis the macroscopic customer service of YUNDA express. Macroscopic c

2、ustomer service include customer care strategy, customer service standard, customer feedback and customer evaluation. This report analysis the macroscopic customer service of YUNDA express in these aspects. Finally, give some reasonable advises.II. Development of the YUNDAS Customer Care Strategy2.1

3、 Introduction of YUNDAS CCSYUNDA express is a Chinese characteristics brand. Considering the Chinese situations, The operating mode is technology and standardization. There are more than 3000 neighborhood service center nationwide. It can offer services pretty good. Invest capital use on optimize in

4、ternal administrative control and customer services intended for improve customer satisfaction. Establish the omni-directional, multi-level shipping guarantee system, and provide products for the customer need. YUNDA express continue to improve express, logistics solutions, air transport and transpo

5、rt all aspects of special skills to support and help customers achieving their objective. They will be the long-term customers mutual benefit cooperation partner. Cross-world friends, a brand industry is the customer care strategy of YUNDA express. Here, said the friends refer to customers, partners

6、, guild, government and other organization. Even their peer companies, provided care and support the develop of YUNDA, they are all YUNDAS friends. The principle of YUNDA are equity, integrity, shortcut, security, enthusiasm and considerate. 2.2 How YUNDA design and implement its CCSAccording to Hal

7、lier, J. And Butts, S. (2000) theory, the customer care strategy design process of YUNDA can sum up the following nine step. Designing steps including the following. First step is development and evaluation of business strategy. Next, key determinations of customer care strategy. Then, creation of c

8、reativities. Afterwords, evaluation and development of creativities. Final is feability and profit assessment also clear roles and responsibilities. Implementation steps only three, Implementation test, commercialism and evaluation and Double-loop learning. Thereinto include three limitation of proc

9、ess. If any step not satisficed it will stop. if not pass the evaluation in any steps with marks it will stop. Any step or steps will be reprocessed until satisfied if required. III. Establishment of the YUNDAS Customer Care standards3.1 Design flow customer care standardsAccording to Marchington, M

10、. And Wilkinson, A. (2005) theory the design flow customer care standards of YUNDA can sum up the following nine step. First recognise existing and expected contesting points from service map. Then, transfer these points to action. Next choose appropriate action for standard. Third, set soft or hard

11、 standard. Followed by design reflection system for both soft and hard standard. The rest of are set hard indication and soft objective, evaluate standard by indication, objective and offer outcome of appraisal for staff and evolve indication and objective. Combined analysis, it can falls into three

12、 parts, map contacting and expecting points, transfer these points to action, set objective and indication for soft and hard standard respectively and evaluate standard by indication and objective which need to be evolved.3.2 The examples of customer care standardsService term essential requirements

13、 of YUNDA express as follows: In the operation procedure, each work link must set reasonable and orderly, no repeat and intersection. Each link should be in an orderly way. Operation skill and the methods using reasonable and appropriate. Satisfied necessary of customer furthest. Control and save th

14、e costing in each link. Decrease and condense the unnecessary transit shipment link. Reduce the transportation cost. Reduce enterprise express cost in ultimate. Security is always the basic principles of express service. It include article security, personal information security and servicer securit

15、y. Throughout this process of convey, guarantee the express security in receiving express, packaging, transport and delivery. Guarantee the information input in time and accurate. Pledge the express never lost and damage. The operation to have the suitable area, and equipped with monitoring equipmen

16、t and fire control facilities. Permanent establishment and show obvious brands. IV. The research of YUNDAS Qualitative and Quantitative customer feedback4.1 Research planning The company customer feedback collect method in YUNDA is through qualitative method and quantitative method mix gain it. The

17、qualitative research focuses on words and observations to find out reality, and attempts to describe people in natural situations. The quantitative research grows out of a solid academic tradition that places considerable trust in numbers that represent opinions or concepts. The information college

18、method of quantitative is questionnaire. The college method of qualitative is observational method. 4.2 Date analysisThere are four mainly steps in the course of express. First, receiving the express. When YUNDA get the order, the account executive door-to-door service for the customer. Receiving th

19、e express and recorded information. Receiving express has two ways, door-to-door service and business outlets. Account executives assignment are check up the express, help customer to fill in waybill, packaging, weigh, billing, carry back and submit the express and waybill. Next, dispose the express

20、. It has two steps sorting and dispatch. In this step, the staff of YUNDA according to the address on the waybill clear up and concentrate. Encapsulation to a gather package transport to destination. Then, the next step is transport. It is in the unitive organization, scheduling and command. Accordi

21、ng to programme use of various transportation comprehensive. Guarantee the express arriving timely. Finally, dispatch is the last step in the all process. Including hand over and take over, choice route, confirm information and type of payment, remind the customer, Arrange information and pay up and

22、 so on. (The diagram in the Figure III) V. The continuous review and improvement of YUNDAS customer careThis company use the Comparing Customer Feedback to evaluate its customer care. YUNDA by using questionnaires to collect the information about the customers satisfaction science 2006. Between 2006

23、 and 2008, the customers satisfaction are very low. Almost all customer are complain the YUNDAS services. From the price to the speed. During YUNDA restructure in 2009. The satisfaction increase splitting. Until 2011, the satisfaction to the peak, 84%. (The diagram in the Figure IV. )VI. Suggestion.

24、To improve the enterprise management level of the company, to improve enterprise efficiency. Through the scientific measurement, the determination of reasonable working load and process flow, avoid employee for overburdened or too relaxed and lose interest in the job. Improve speed, in the same time

25、, guarantee accuracy. Own a good service attitude is very important. It can meet customer need and increase the satisfaction and loyalty of customer. VII.Reference.Curasi, F. C. (2001), A critical exploration of face-to-face interviewing vs. computer-mediated interviewing, International Journal of M

26、arket Research, Vol. 43, Quarter 4, pp. 361-375.Granello, H. D. and Wheaton, E. J. (2004), Online Data Collection: Strategies for Research, Journal of Counseling & Development, Vol. 82, pp. 387-393.King, N. (1994), The qualitative research interview, in Cassell, G., Symon, G. (Eds), Qualitative Meth

27、ods in Organisational Research, Sage Publications, London.Luoma, M (2000), Investigating the link between strategy and HRD , Personnel Review, Vol. 29, No. 6, pp. 769-790.Pan, L. (2001), The challenges, opportunities, and solutions of developing human resources in Chinese international trade industr

28、y, Journal of Chinese Human Resource Development, Vol. 10, pp. 26-28.Tennant, M. (2006), Psychology and adult learning, 2nd Edition, Routledge, London.Xiao, M. and Hong, H. (2002), Strategic Choice of Chinese Human Resource Development, Journal of Chinese Training, Vol. 5, pp. 18-19.Yang, X. and Lia

29、o, Y. (2007), Building Structure of Human Resource Development within Corporation, Journal of Business Times, Vol. 31, pp. 52-53.VIII. AppendixFigure I. Sample of questionnaire窗体顶端韵达快递客户服务质量调查表尊敬的先生/女士：这是一份学术性的研究问卷，目的在于探讨现行物流业服务质量的优劣。由于调查的结果将直接影响到该项研究的结论和质量，因此，恳请细心地予以填写。若有不便之处，请向调查员询问。谢谢您的支持与协助！敬祝健康

30、填写说明：本问卷共分为3大部分，分述如下：第一部分个人基本资料第二部分被访者对物流服务特性的期望第三部分被访者对物流服务特性的实际感受请注意：1.我们保证此项调查只用于研究目的，对被调查者的个人情况我们将严格保密，请放心填写。2.本问卷填写时间约需要20分钟，需要您的耐心填写，故当您填写完成后，我们将以各种方式来感谢您的热情协助！如有任何疑问或建议请发送至邮箱zshaorui，非常感谢您的协助！1.个人基本资料1.您的性别*A. 男B. 女2.您用过本快递公司*A. 是B. 否3.您的教育程度*A. 高中及以下B. 大专C. 本科D. 本科以上4.您认为快递的收费价格*A. 很低B. 低C.

31、普通D. 高E. 很高6.您的月收入为：*A. 2000（含）以下B. 2000-3000C. 3000-4000D. 4000-5000E. 5000以上7.您以前曾用过哪家快递公司的服务：*A. 申通B. 圆通C. 顺丰D. 天天E. EMSF. 其他一、期望部分（你认为你心目中的快递公司是怎样的）请就以下问题填答您的同意程度。其中1分非常不同意，2分不同意，3分比较不同意，4分无所谓，5分比较同意，6分同意，7分非常同意1.良好服务的快递公司应当具有现代化的设备*A. 1B. 2C. 3D. 4E. 5F. 6G. 72.良好服务的快递公司的员工应当穿着得体、整洁*A. 1B. 2C. 3D. 4E. 5F. 6G. 73.良好服务的快递公司应当有与服务相匹配的设施*A. 1B. 2C. 3D. 4E. 5F. 6G. 74.良好服务的快递公司应当履行对顾客的承诺*A. 1B. 2C. 3D. 4E. 5F. 6G. 75.当顾客遇到困难时，良好服务的快递公司应当表现出应有的关心并提供帮助*A. 1B. 2C. 3D. 4E. 5F. 6G. 76.良好服务的快递公司配送的货物的是正确的，是寄件人所寄送的货物*A. 1B. 2C. 3D. 4E. 5F. 6G. 77.良好服务的快递公司运送的货物是完好无损*A. 1B. 2C.