HND客服报告Word下载.docx

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Understandthenatureofthegoodsissuedbythecustomer（CargoDescription,quantityofgoods,cargoweight,squaremetre,whethertohaveaharmanddestination.gettingtoknowtheneedsofthecustomers（Whethercargoiscanupend,whethercargomoistureabsorptioneasily,whethercargoisfragility,isthereanyotherrequirementsonappearance）understandthegoodsdeliverytime（Customergoodsmustarriveatwhattime）.

Tracingandcontrollingthesituationofcargointhewholejourney,andprovidingthein-timeandaccurateinformationtoclientsfortheirconsultationrequirements,totracethecarscontinuallyandkeepincontactwiththecustomers,followupgoodsavailabilityandupdatecustomers,allcargotrackingprocesscanprovideonlineservicestocustomers.

Inthemeantime,provideterminalunitfortheclerk,theinformationofsignafterreceivingsththatconsigneethehomeuploadsimmediately,deliverymanthehometoalsocanintimegetserviceinformation.

2.2HowAvantiLogisticsCompanyLimiteddesignandimplementitsCCS

Accordingtoexperts,DrJack'

stheory,TheAvantiCompany'

scustomerservicestrategycanbesummarizedinthefollowingninephasesstrategyandthreelimitations.Inthecompany'

sdevelopmentandevaluationofbusinessstrategies,Keydeterminationsofcustomercarestrategy,mustberealizedthestrategictarget,cooperationbetweenpastandtemporaryserviceplans,payattentiontocooperationbetweennewproductsandinnovativeserviceplans,cleardelegationandeffectivecommunicationanddefinedtheorganizationresponsibleforcustomercare.

FertilityandProfitAssessment,thecompany'

semployeesneedtothedistinctrolesandresponsibilities,ImplementationTest,testoutcomesincludingthefinancialresult,customerreflection,staffreflection,acombinationofnew-servicesandpast-services.AlsonotwithstandingthecompanyneedscommercializationevaluationandDouble-looplearning.Butifanystepnotsatisfied,itwillstopifnotpasstheevaluationinanystepwithmarks.Anysteporstepswillbereprocesseduntilsatisfiedifrequired.

III.EstablishmentoftheAvantiLogisticsCompanyLimited’sCustomerCarestandards

3.1ProcessofdesigningcustomercarestandardinAvanti

TheAvanti'

scustomerservicestandarddesignprocesscanbedividedintothefollowingninesteps,namely:

Recogniseexistingandexpectedcontactingpointsfromservicemap,Transferexpectationtoaction,Chooseappropriateactionforstandard,setsoftorhardstandard,Designreflectionsystemforbothsoftandhardstandard,sethardindicationandsoftobjective,Evaluatestandardbyindicationandobjective,Offeroutcomeofappraisalforstaff,Evolveindicationandobjective,ninepartscanbedividedintothreegroups,thefirstgroupisrecognizedexistingandexpectedcontactingpointsfromtheservicemap.Transferistoaction.Chooseappropriateactionforastandard,whichisdividedintoapartofthree,theirroleisto:

Mapcontactingandexpectingpoints,transferthesepointstotheaction.

Thesecondgroupissettothesoftorhardstandard.Thedesignreflectionsystemforbothsoftandhardstandards.Sethardindicationandsoftobjectives,whicharedividedintoapartofthree,theirroleisto:

Settheobjectiveandindicationofthesoftandhardstandardrespectively.

Thethirdgroupisevaluatingthestandardbytheindicationandobjective.Theofferoutcomeofappraisalforstaff.Evolveindicationandobjective,whichisdividedintoapartofthree,theirroleisto:

evaluatethestandardbytheindicationandobjectiveswhichneedtobeevolved.

3.2ExampleofcustomercarestandardinAvanti

1.Delightingcustomersbygettingproductstothemsooner.

YoucansavetimeintransitandmoneywithAvantiImportControlandgaintheconfidencetoshipdirectlytoendcustomers.

2Worldship,foryourhigh-volumeshippingneeds

LearnhowcompaniescanaccessacompleterangeofAvantiservices,followshipments,andtakeactiononthem.

3IntegrateDatawithEDI/XML

ElectronicDataInterchangecanhelpyourcompanyhaveimmediateaccesstoshippingdataandsavemoney.Seeifit'

srightforyou.

4CompatibilityMeansAgilityforYourBusiness

Youadapttochangesinthemarket,andyourinfrastructureshoulddothesame.UPSSupplyChainSolutionscansupportyouroperationalandfinancialdatarequirementsbydevelopingElectronicDataInterchange（EDI）andExtensibleMarkupLanguage（XML）solutionsthatgrowwithyourbusiness.

5WhatEDIandXMLDoforYou

Theuseofindustrystandarddataformats（EDI240andXML）givesyoumaximumcompatibilitywithestablishedsystems,andmaximizesdatasecurityaroundyourinformationtransfers.Shippinginformation,trackingresults,electronicfundstransfersandotherkeydatausedtomanageyouroverallsupplychainaretransferredsmoothlythroughoutyourenterprise.You'

llseeincreasedproductivitythankstofastermovementofinformationandreduceddataentryredundancy.

Inadditiontoimprovingprocessesforyourcompany,whenyouuseEDI/XMLsolutionsyouhelptheenvironmentbyreducingoverallpaperconsumption.

6MeasurementMatters

Avantihasoneofthemostrobustanddetailedprogramsformeasuringandreportingthecarbonimpactofourownoperations,aswellasthatofourcustomers.

7ActionMatters

TherightmixofAvantiproductsand 

servicescanhelpyouhelptheenvironment. 

Conserveresources,shipefficientlyandsustainably.

8CreateCompetitiveAdvantage

Growyourbusinesssustainably

9DeliveronBigPromises

Givecustomerswhattheyneed,whentheyneedit

10DoMorewithTechnology

Positionyourselfforgrowth

IV.TheresearchofAvanti'

sQualitativeandQuantitativecustomerfeedback

4.1Researchplanning

Thecompany'

scustomerfeedbackcollectionmethodisthroughamixtureofqualitativeandquantitativemethodstoget.Aqualitativesurveyisfromthequalitativepointofview,theobjectofstudyofthescientificabstract,theoreticalanalysis,theconceptofawareness,ratherthantheamountofthestudyforthedetermination.Aqualitativesurveyoftwohypotheticalfunctions,namelyfocusgroupdiscussionsandin-depthvisittothelight.Theso-calledquantitativesurveyisrepresentativeofacertainnumberofsamples,thefaithful（structural）questionnaires,andsurveydataforcomputerentry,collationandanalysis,andreportwritingmethods.Quantitativemethodsofdatacollectionareaquestionnaire;

qualitativedatacollectionmethodistheobservation.

4.2Researchoutcomes

Avanti’scustomerserviceprocesscandividedintofiveparts.‘Thefirstisunderstandingcustomer’,knowthecategoryaboutcustomerdeliverycargo;

knowthespecialrequirementsaboutcustomerdeliveryandwhengoodswillreach,andthetimeofarrivalgoods.Thesecondpartisgoodssituationonroad,trackingcarsandvehiclelocationat8a.m.andtelldrivethespecialrequirementaboutthegoodshecarrying.Tellcustomertrueresponseabouttackingofthegoodsandtellcustomerwhengoodsarrive.Thethirdisdealwithgoodsontheroad.Ifthevehiclemeetsthespecialcircumstancessuchastrafficjams,carsbadandcannotreachthedesignatedlocationontime,andshouldfirsttimeaskthesituationaboutthecarandthenpostponethearrivetimeandexplaintocustomer,andtrackcars,thentellthecustomerfinalarrivetime.Theforthissigniscompleted.Goodsdischargeatdestinationshouldletsignpeopleknowsgoodssituationatonetimeandtellcustomersignsituation.Afterreceiptofthegoodstheyshoulddeliversinglerecipetocompanytomanage.Thefifthiscompensationofdamagegoodsandinsurancesystem.Whencustomersfillinmanifest,hecaninsureaccordingtothousandthofgoods,ifgoodshavedamagetheywillcompensationundertheinsurancecontract.Ifthecustomersdonothaveinsurance,thegoodshavedamage,companyalsohavesomecompensate.

V.ThecontinuousreviewandimprovementofAvanti’scustomercare

Normally,Assessmentofacompany'

scustomerserviceapproachtocustomerservicefeedbackwithcomparativelaw,theassessmentofthecompanyhasfiveoptions,whichareverysatisfied,satisfied,ingeneral,satisfied,verysatisfied,thesefivemethods,inwhichtheAvanti'

scustomerservicewasverydissatisfiedwith2.83%,wecanseeonAvanti'

scustomerservicewasverydiscontentedstillintheminority.OfAvanti'

scustomerservicedissatisfiedwith3.99%,comparedwiththetotalpercentageofdissatisfiedwithAvanti'

scustomerserviceaccountedforatinyminority.OnAvanti'

scustomerservicesaidthereisgenerally15.18%comparedwiththeaggregatepercentage,intheminority.Avanti'

scustomerservicetothesatisfactionofreaching31.71%,wecanseethatAvanti'

scustomerservicehasbeenrecognizedbymostpeople.OnAvanti'

scustomerservicewasverysatisfactoryto46.29%,thedatacanbeseenfromAvanti'

scustomerservicetothemajorityoftheconsentagreement,somostareextremelysatis