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快递物流企业客户服务管理 作者姓名:罗钲崴 专业班级: 物流2班 指导教师:周德苏 摘 要 随着以市场经济为主导的改革的深入，市场的竞争也越来越激烈。当前所有 成熟的快递企业都意识到，客户服务（Customer Service）质量是企业最重要的竞争力，必须以客户为中心，获取较高的客户满意度和忠诚度，才能在竞争中立于不败之地。优秀的快递物流客户服务是大多数快递物流企业追求的目标，而通过对其绩效进行合理的评价可以发现企业物流客户服务中存在的缺陷和不足，为企业的客户服务指明发展的方向，促使企业建立科学的客户服务策略，建立最优的客户服务体系。 论文所做的主要工作有： 快递物流客户服务的重要性。加强物流管理、改进客户服务。客户服务水平直接影响到企业的市场份额、物流总成本，进而影响到总体利润市场规模和经营范围扩大等因素的影响，从某种意义上说，“服务”是物流的性质，而一流的客户服务已成为高水平物流服务企业的标志。 发现快递物流客户服务现今存在的问题。从硬件的完善与软件（客户服务人员）的服务不能同步，客户服务人员缺乏积极服务意识和敬业精神，客户服务与各部门之间缺乏沟通协调，导致服务效率低下等几个方面入手分析问题所在，从而找到解决的方法，改善和提高服务质量。 搞好物流客户服务途径。首先，就要树立全心全意为客户服务的思想，确立同一服务目标。其次，严格制定并履行们公司订立的每一项客户服务制度。并尽其所能的按照每一位客户的需求提供优质的服务，从而达到客户的满意和认可。 关键词：物流客户服务，存在的问题，客户服务途径 Express logistics enterprises customer service management Abstract: T To a market economy as a leading the reform of the market competition is fierce. at present, more and more mature express enterprises are aware of the customer service （ customer ） deliver quality is the most important competitive, we must focus on the customer. access to high customer satisfaction and loyalty to the competition. Good express logistics service is the most special logistics enterprises are the target of, and the rationalization of its performance appraisal of the enterprise logistics service, we can find the defects and deficiencies, for the clients specify the direction of development of the enterprise establish the science of the customer service policy and to establish the best customer service system. Paper the main job was a ： special customer service. the importance of strengthening of logistics management, improve customer service. the customer service level of a direct impact on the market share, the total cost, which affect the overall profits market and expand the scale of business and other factors, from a sense, services is the nature of the logistics industry, and first-class service has become a high level of the enterprise logistics service marks. Express service that the current problem. from the hardware and softw