HND客户服务文化报告

- 1 - I. Introduction This 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 customer 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 YUNDA'S Customer Care Strategy 2.1 Introduction of YUNDA'S CCS YUNDA 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 internal 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 transport 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, guild, government and other organization. Even their peer companies, provided care and support the develop of YUNDA, they are all YUNDA'S friends. The principle of YUNDA are equity, integrity, shortcut, security, enthusiasm and considerate. 2.2 How...