HND 客户服务文化报告.docx

HND 客户服务文化报告.docx

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HND客户服务文化报告

I.Introduction

ThisreportisforanalysiscustomercarestrategyofYUNDAexpress.Basedofthetheoryofcustomerservice,customerserviceincludingmacroscopicandmicrocosmiccustomerservice.ThisreportjustanalysisthemacroscopiccustomerserviceofYUNDAexpress.Macroscopiccustomerserviceincludecustomercarestrategy,customerservicestandard,customerfeedbackandcustomerevaluation.ThisreportanalysisthemacroscopiccustomerserviceofYUNDAexpressintheseaspects.Finally,givesomereasonableadvises.

II.DevelopmentoftheYUNDA'SCustomerCareStrategy

2.1IntroductionofYUNDA'SCCS

YUNDAexpressisaChinesecharacteristicsbrand.ConsideringtheChinesesituations,Theoperatingmodeistechnologyandstandardization.Therearemorethan3000neighborhoodservicecenternationwide.Itcanofferservicesprettygood.Investcapitaluseonoptimizeinternaladministrativecontrolandcustomerservicesintendedforimprovecustomersatisfaction.Establishtheomni-directional,multi-levelshippingguaranteesystem,andprovideproductsforthecustomerneed.YUNDAexpresscontinuetoimproveexpress,logisticssolutions,airtransportandtransportallaspectsofspecialskillstosupportandhelpcustomersachievingtheirobjective.Theywillbethelong-termcustomersmutualbenefitcooperationpartner."Cross-worldfriends,abrandindustry"isthecustomercarestrategyofYUNDAexpress.Here,saidthe"friends"refertocustomers,partners,guild,governmentandotherorganization.Eventheirpeercompanies,providedcareandsupportthedevelopofYUNDA,theyareallYUNDA'Sfriends.TheprincipleofYUNDAareequity,integrity,shortcut,security,enthusiasmandconsiderate.

2.2HowYUNDAdesignandimplementitsCCS

AccordingtoHallier,J.AndButts,S.（2000）theory,thecustomercarestrategydesignprocessofYUNDAcansumupthefollowingninestep.Designingstepsincludingthefollowing.Firststepisdevelopmentandevaluationofbusinessstrategy.Next,keydeterminationsofcustomercarestrategy.Then,creationofcreativities.Afterwords,evaluationanddevelopmentofcreativities.Finalisfeabilityandprofitassessmentalsoclearrolesandresponsibilities.Implementationstepsonlythree,Implementationtest,commercialismandevaluationandDouble-looplearning.

Thereintoincludethreelimitationofprocess.Ifanystepnotsatisficeditwillstop.ifnotpasstheevaluationinanystepswithmarksitwillstop.Anysteporstepswillbereprocesseduntilsatisfiedifrequired.

III.EstablishmentoftheYUNDA'SCustomerCarestandards

3.1Designflowcustomercarestandards

AccordingtoMarchington,M.AndWilkinson,A.（2005）theorythedesignflowcustomercarestandardsofYUNDAcansumupthefollowingninestep.Firstrecogniseexistingandexpectedcontestingpointsfromservicemap.Then,transferthesepointstoaction.Nextchooseappropriateactionforstandard.Third,setsoftorhardstandard.Followedbydesignreflectionsystemforbothsoftandhardstandard.Therestofaresethardindicationandsoftobjective,evaluatestandardbyindication,objectiveandofferoutcomeofappraisalforstaffandevolveindicationandobjective.Combinedanalysis,itcanfallsintothreeparts,mapcontactingandexpectingpoints,transferthesepointstoaction,setobjectiveandindicationforsoftandhardstandardrespectivelyandevaluatestandardbyindicationandobjectivewhichneedtobeevolved.

3.2Theexamplesofcustomercarestandards

ServicetermessentialrequirementsofYUNDAexpressasfollows:

Intheoperationprocedure,eachworklinkmustsetreasonableandorderly,norepeatandintersection.Eachlinkshouldbeinanorderlyway.Operationskillandthemethodsusingreasonableandappropriate.Satisfiednecessaryofcustomerfurthest.Controlandsavethecostingineachlink.Decreaseandcondensetheunnecessarytransitshipmentlink.Reducethetransportationcost.Reduceenterpriseexpresscostinultimate.Securityisalwaysthebasicprinciplesofexpressservice.Itincludearticlesecurity,personalinformationsecurityandservicersecurity.Throughoutthisprocessofconvey,guaranteetheexpresssecurityinreceivingexpress,packaging,transportanddelivery.Guaranteetheinformationinputintimeandaccurate.Pledgetheexpressneverlostanddamage.Theoperationtohavethesuitablearea,andequippedwithmonitoringequipmentandfirecontrolfacilities.Permanentestablishmentandshowobviousbrands.

IV.TheresearchofYUNDA'SQualitativeandQuantitativecustomerfeedback

4.1Researchplanning

ThecompanycustomerfeedbackcollectmethodinYUNDAisthroughqualitativemethodandquantitativemethodmixgainit.Thequalitativeresearchfocusesonwordsandobservationstofindoutreality,andattemptstodescribepeopleinnaturalsituations.Thequantitativeresearchgrowsoutofasolidacademictraditionthatplacesconsiderabletrustinnumbersthatrepresentopinionsorconcepts.Theinformationcollegemethodofquantitativeisquestionnaire.Thecollegemethodofqualitativeisobservationalmethod.

4.2Dateanalysis

Therearefourmainlystepsinthecourseofexpress.First,receivingtheexpress.WhenYUNDAgettheorder,theaccountexecutivedoor-to-doorserviceforthecustomer.Receivingtheexpressandrecordedinformation.Receivingexpresshastwoways,door-to-doorserviceandbusinessoutlets.Accountexecutive'sassignmentarecheckuptheexpress,helpcustomertofillinwaybill,packaging,weigh,billing,carrybackandsubmittheexpressandwaybill.Next,disposetheexpress.Ithastwostepssortinganddispatch.Inthisstep,thestaffofYUNDAaccordingtotheaddressonthewaybillclearupandconcentrate.Encapsulationtoagatherpackagetransporttodestination.Then,thenextstepistransport.Itisintheunitiveorganization,schedulingandcommand.Accordingtoprogrammeuseofvarioustransportationcomprehensive.Guaranteetheexpressarrivingtimely.Finally,dispatchisthelaststepintheallprocess.Includinghandoverandtakeover,choiceroute,confirminformationandtypeofpayment,remindthecustomer,Arrangeinformationandpayupandsoon.（ThediagramintheFigureIII）

V.ThecontinuousreviewandimprovementofYUNDA'Scustomercare

ThiscompanyusetheComparingCustomerFeedbacktoevaluateit`scustomercare.YUNDAbyusingquestionnairestocollecttheinformationaboutthecustomer'ssatisfactionscience2006.Between2006and2008,thecustomer'ssatisfactionareverylow.AlmostallcustomerarecomplaintheYUNDA'Sservices.Fromthepricetothespeed.DuringYUNDArestructurein2009.Thesatisfactionincreasesplitting.Until2011,thesatisfactiontothepeak,84%.（ThediagramintheFigureIV.）

VI.Suggestion.

Toimprovetheenterprisemanagementlevelofthecompany,toimproveenterpriseefficiency.Throughthescientificmeasurement,thedeterminationofreasonableworkingloadandprocessflow,avoidemployeeforoverburdenedortoorelaxedandloseinterestinthejob.Improvespeed,inthesametime,guaranteeaccuracy.Ownagoodserviceattitudeisveryimportant.Itcanmeetcustomerneedandincreasethesatisfactionandloyaltyofcustomer.

VII.Reference.

Curasi,F.C.（2001）,‘Acriticalexplorationofface-to-faceinterviewingvs.computer-mediatedinterviewing’,InternationalJournalofMarketResearch,Vol.43,Quarter4,pp.361-375.

Granello,H.D.andWheaton,E.J.（2004）,‘OnlineDataCollection:

StrategiesforResearch’,JournalofCounseling&Development,Vol.82,pp.387-393.

King,N.（1994）,‘Thequalitativeresearchinterview’,inCassell,G.,Symon,G.（Eds）,QualitativeMethodsinOrganisationalResearch,SagePublications,London.

Luoma,M（2000）,‘InvestigatingthelinkbetweenstrategyandHRD’,PersonnelReview,Vol.29,No.6,pp.769-790.

Pan,L.（2001）,‘Thechallenges,opportunities,andsolutionsofdevelopinghumanresourcesinChineseinternationaltradeindustry’,JournalofChineseHumanResourceDevelopment,Vol.10,pp.26-28.

Tennant,M.（2006）,Psychologyandadultlearning,2ndEdition,Routledge,London.

Xiao,M.andHong,H.（2002）,‘StrategicChoiceofChineseHumanResourceDevelopment’,JournalofChineseTraining,Vol.5,pp.18-19.

Yang,X.andLiao,Y.（2007）,‘BuildingStructureofHumanResourceDevelopmentwithinCorporation’,JournalofBusinessTimes,Vol.31,pp.52-53.

VIII.Appendix

FigureI.Sampleofquestionnaire

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

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.普通

D.高

E.很高

6.您的月收入为：

*

A.2000（含）以下

B.2000-3000

C.3000-4000

D.4000-5000

E.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.EMS

F.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.1

B.2

C.3

D.4

E.5

F.6

G.7

2.良好服务的快递公司的员工应当穿着得体、整洁*

A.1

B.2

C.3

D.4

E.5

F.6

G.7

3.良好服务的快递公司应当有与服务相匹配的设施*

A.1

B.2

C.3

D.4

E.5

F.6

G.7

4.良好服务的快递公司应当履行对顾客的承诺*

A.1

B.2

C.3

D.4

E.5

F.6

G.7

5.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.1

B.2

C.3

D.4

E.5

F.6

G.7

6.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.1

B.2

C.3

D.4

E.5

F.6

G.7

7.良好服务的快递公司运送的货物是完好无损*

A.1

B.2

C.