HND客服报告.docx

Creating a Culture of Customer CareI. Introduction The customer service includes Criterion Strategy/metrics, customer feedback and Customer service evaluation. This report is via to the companys case study, analysis this its Customer service standard design process, the gather way of customer feedback, what is methods of Customer service evaluation, and how do they dispose rationalization proposal .II. Development of the Avanti Logistics Company Limiteds Customer Care Strategy2.1 Introduction of Avanti Logistics Company Limiteds CCS Avanti Logistics Company Limiteds ultimate aim is become a large logistics enterprise, sets in purchase, market, transportation, storage, distribution, packaging and process. For the customer to best serve is Avantis service credo, Avanti companies to adopt: Understand the nature of the goods issued by the customer (Cargo Description, quantity of goods, cargo weight, square metre, whether to have a harm and destination. getting to know the needs of the customers (Whether cargo is can upend, whether cargo moisture absorption easily, whether cargo is fragility, is there any other requirements on appearance) understand the goods delivery time (Customer goods must arrive at what time).Tracing and controlling the situation of cargo in the whole journey, and providing the in-time and accurate information to clients for their consultation requirements, to trace the cars continually and keep in contact with the customers, follow up goods availability and update customers, all cargo tracking process can provide online services to customers.In the meantime, provide terminal unit for the clerk, the information of sign after receiving sth that consignee the home uploads immediately, delivery man the home to also can in time get service information.2.2 How Avanti Logistics Company Limited design and implement its CCSAccording to experts, Dr Jacks theory, The Avanti Companys customer service strategy can be summarized in the following nine phases strategy and three limitations. In the companys development and evaluation of business strategies, Key determinations of customer care strategy, must be realized the strategic target , cooperation between past and temporary service plans, pay attention to cooperation between new products and innovative service plans, clear delegation and effective communication and defined the organization responsible for customer care.Fertility and Profit Assessment, the companys employees need to the distinct roles and responsibilities, Implementation Test, test outcomes including the financial result, customer reflection, staff reflection, a combination of new-services and past-services. Also notwithstanding the company needs commercialization evaluation and Double-loop learning. But if any step not satisfied, it will stop if not pass the evaluation in any step with marks. Any step or steps will be reprocessed until satisfied if required.III. Establishment of the Avanti Logistics Company Limiteds Customer Care standards3.1 Process of designing customer care standard in AvantiThe Avantis customer service standard design process can be divided into the following nine steps, namely: Recognise existing and expected contacting points from service map, Transfer expectation to action, Choose appropriate action for standard, set soft or hard standard, Design reflection system for both soft and hard standard, set hard indication and soft objective, Evaluate standard by indication and objective, Offer outcome of appraisal for staff, Evolve indication and objective, nine parts can be divided into three groups, the first group is recognized existing and expected contacting points from the service map. Transfer is to action. Choose appropriate action for a standard, which is divided into a part of three, their role is to: Map contacting and expecting points, transfer these points to the action.The second group is set to the soft or hard standard. The design reflection system for both soft and hard standards. Set hard indication and soft objectives, which are divided into a part of three, their role is to: Set the objective and indication of the soft and hard standard respectively.The third group is evaluating the standard by the indication and objective. The offer outcome of appraisal for staff. Evolve indication and objective, which is divided into a part of three, their role is to: evaluate the standard by the indication and objectives which need to be evolved.3.2 Example of customer care standard in Avanti1. Delighting customers by getting products to them sooner.You can save time in transit and money with Avanti Import Control and gain the confidence to ship directly to end customers.2 Worlds hip, for your high-volume shipping needsLearn how companies can access a complete range of Avanti services, follow shipments, and take action on them.3 Integrate Data with EDI/XML Electronic Data Interchange can help your company have immediate access to shipping data and save money. See if its right for you.4 Compatibility Means Agility for Your BusinessYou adapt to changes in the market, and your infrastructure should do the same. UPS Supply Chain Solutions can support your operational and financial data requirements by developing Electronic Data Interchange (EDI) and Extensible Markup Language (XML) solutions that grow with your business.5 What EDI and XML Do for YouThe use of industry standard data formats (EDI 240 and XML) gives you maximum compatibility with established systems, and maximizes data security around your information transfers. Shipping information, tracking results, electronic funds transfers and other key data used to manage your overall supply chain are transferred smoothly throughout your enterprise. Youll see increased productivity thanks to faster movement of information and reduced data entry redundancy.In addition to improving processes for your company, when you use EDI/XML solutions you help the environment by reducing overall paper consumption.6 Measurement MattersAvanti has one of the most robust and detailed programs for measuring and reporting the carbon impact of our own operations, as well as that of our customers.7Action MattersThe right mix of Avanti products andservices can help you help the environment.Conserve resources, ship efficiently and sustainably.8 Create Competitive AdvantageGrow your business sustainably9 Deliver on Big PromisesGive customers what they need, when they need it10 Do More with Technology Position yourself for growthIV. The research of Avantis Qualitative and Quantitative customer feedback4.1 Research planningThe companys customer feedback collection method is through a mixture of qualitative and quantitative methods to get. A qualitative survey is from the qualitative point of view, the object of study of the scientific abstract, theoretical analysis, the concept of awareness, rather than the amount of the study for the determination. A qualitative survey of two hypothetical functions, namely focus group discussions and in-depth visit to the light. The so-called quantitative survey is representative of a certain number of samples, the faithful (structural) questionnaires, and survey data for computer entry, collation and analysis, and report writing methods. Quantitative methods of data collection are a questionnaire; qualitative data collection method is the observation.4.2 Research outcomesAvantis customer service process can divided into five parts. The first is understanding customer, know the category about customer delivery cargo; know the special requirements about customer delivery and when goods will reach,and the time of arrival goods. The second part is goods situation on road, tracking cars and vehicle location at 8 a.m. and tell drive the special requirement about the goods he carrying. Tell customer true response about tacking of the goods and tell customer when goods arrive. The third is deal with goods on the road. If the vehicle meets the special circumstances such as traffic jams, cars bad and can not reach the designated location on time, and should first time ask the situation about the car and then postpone the arrive time and explain to customer, and track cars, then tell the customer final arrive time. The forth is sign is completed. Goods discharge at destination should let sign people knows goods situation at one time and tell customer sign situation. After receipt of the goods they should deliver single recipe to company to manage. The fifth is compensation of damage goods and insurance system. When customers fill in manifest, he can insure according to thousandth of goods, if goods have damage they will compensation under the insurance contract. If the customers do not have insurance, the goods have damage, company also have some compensate.V. The continuous review and improvement of Avantis customer careNormally, Assessment of a companys customer service approach to customer service feedback with comparative law, the assessment of the company has five options, which are very satisfied, satisfied, in general, satisfied, very satisfied, these five methods, in which the Avantis customer service was very dissatisfied with 2.83%, we can see on Avantis customer service was very discontented still in the minority. Of Avantis customer service dissatisfied with 3.99%, compared with the total percentage of dissatisfied with Avantis customer service accounted for a tiny minority. On Avantis customer service said there is generally 15.18% compared with the aggregate percentage, in the minority. Avantis customer service to the satisfaction of reaching 31.71%, we can see that Avantis customer service has been recognized by most people. On Avantis customer service was very satisfactory to 46.29%, the data can be seen from Avantis customer service to the majority of the consent agreement, so most are extremely satisfied.VI. Conclusion and Suggestion1. Avanti must be for Cargo tracking and control of the entire situation, and accurate information in time to provide the customers request for consultations, keeping track of cars, and keep in touch with customers, follow up and update the availability of goods to customers, all cargo tracking process, Avanti can provide to customers of online services.2. The Avanti should be provided by the terminal unit for the clerk, the information of the sign after receiving sth that consignee the home uploads immediately, delivery man the home to also can in time get service information.3. All items will check carefully before delivery, any damage or loss during delivering is should be responsible.4. The Avanti customer service team should create a customer service center. Invite 10-12 of the most loyal customers to meet regularly, they provide improved customer service will give you advice.5. Should be so easy to customers and Avanti customer service. Provide as much contact, allowing the customer via e-mail contact customer service with Avanti, the Avanti Customer service e-mail addresses to hyperlinks so that the customer re-enter an address set up to provide free telephone and fax numbers, so easy for customers to express their views.VII. ReferenceBryman, A. and Bell, E. (2007), Business research methods, 2nd Edition, Oxford University express.Garavan, T. N., Morley, M., Gunnigle, P. and McGuire, D. (2002), Human resource developmen