物流专业毕业. 论文.docVIP

摘 要 随着我国物流行业的不断发展，客户服务在物流行业中越来越占有重要地位。客户服务是一个不断增值的物流环节，如何抓住这一环节，已成为各大物流公司讨论和思考的热门话题。为了提高企业形象和拓展市场，因此如何对物流公司客户服务体系分析与设计成为了我们探讨的课题。然而面对激变的环境、多样的需求，大多数物流公司客户服务体系存在着员工素质不高、信息系统不完善等问题。 本文首先介绍了昆山佳吉快运公司的背景，并对本公司目前状况进行分析。然后针对客户服务体系中的服务保障机制、人才流失、客户忠诚度下降等问题进行重点分析，从而针对这些问题提出解决方案，并且进行设计。最后根据自己所学知识和参考相关资料，设计出昆山佳吉快运公司的客户服务体系。 关键词：客户服务体系分析；客户服务体系设计；客户关系管理（CRM） Abstract With the continuous development of Chinas logistics industry, customer service in the logistics industry increasingly plays an important role. Customer service is a constant value of the logistics links, how to seize this one link, it has become hot topic ,which is a major logistics company to discuss and reflect .In order to enhance corporate image and expand the market, so how to analyze and design the logistics companys customer service system have become our discussion topic. However ,with the faced of the change environment crisis, diverse demand, most of the logistics companys customer service system are the existence of employee quality is not high, the information system is not perfect ,so we must to solve this problem. This article first introduced the Kunshan CNEX Companys background, and analyzed the company present situation . Then based on the customer service system of Service guarantee mechanism, brain drain,customer loyalty descend problem were analyzed in detail, and aimed at these questions to propose solutions, and design. The finally according to study logistics knowledge and refer to relevant information, to design Kunshan CNEX company customer service system. Key words: Customer service system analysis ；Customer service system design ； CRM Abstract II 引 言 1 第一章 昆山佳吉快运公司概况 2 1.1 昆山佳吉快运公司简介 2 1.2 昆山佳吉快运公司的SWOT分析 3 第二章 昆山佳吉快运公司客户服务体系 4 2.1昆山佳吉快运公司服务保障机制不健全 4 2.1.1员工培训不足 4 2.1.2员工考核制度不完善 4 2.2昆山佳吉快运公司人才流失因素 4 2.2.1工作氛围 4 2.2.2工作时间 4 2.2.3缺少企业文化 5 2.3昆山佳吉快运公司客户忠诚度下降原因 5 2.3.1忽视客户服务环节 5 2.3.2缺少个性化服务 5 2.4企业竞争力分析 6 第三章 昆山佳吉快运公司客户服务体系设计 8 3.1昆山佳吉快