资源描述：
《HND 客户服务文化报告》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。
1、I.IntroductionThisreportisforanalysiscustomercarestrategyofYUNDAexpress.Basedofthetheoryofcustomerservice,customerserviceincludingmacroscopicandmicrocosmiccustomerservice.ThisreportjustanalysisthemacroscopiccustomerserviceofYUNDAexpress.Macroscopiccustomerserviceincludecustomercarestrategy,cu
2、stomerservicestandard,customerfeedbackandcustomerevaluation.ThisreportanalysisthemacroscopiccustomerserviceofYUNDAexpressintheseaspects.Finally,givesomereasonableadvises.II.DevelopmentoftheYUNDA'SCustomerCareStrategy2.1IntroductionofYUNDA'SCCSYUNDAexpressisaChinesecharacteristicsbrand.Conside
3、ringtheChinesesituations,Theoperatingmodeistechnologyandstandardization.Therearemorethan3000neighborhoodservicecenternationwide.Itcanofferservicesprettygood.Investcapitaluseonoptimizeinternaladministrativecontrolandcustomerservicesintendedforimprovecustomersatisfaction.Establishtheomni-direct
4、ional,multi-levelshippingguaranteesystem,andprovideproductsforthecustomerneed.YUNDAexpresscontinuetoimproveexpress,logisticssolutions,airtransportandtransportallaspectsofspecialskillstosupportandhelpcustomersachievingtheirobjective.Theywillbethelong-termcustomersmutualbenefitcooperationpartne
5、r."Cross-worldfriends,abrandindustry"isthecustomercarestrategyofYUNDAexpress.Here,saidthe"friends"refertocustomers,partners,guild,governmentandotherorganization.Eventheirpeercompanies,providedcareandsupportthedevelopofYUNDA,theyareallYUNDA'Sfriends.TheprincipleofYUNDAareequity,integrity,short
6、cut,security,enthusiasmandconsiderate.2.2HowYUNDAdesignandimplementitsCCSAccordingtoHallier,J.AndButts,S.(2000)theory,thecustomercarestrategydesign-14-processofYUNDAcansumupthefollowingninestep.Designingstepsincludingthefollowing.Firststepisdevelopmentandevaluationofbusinessstrategy.Next,keyd
7、eterminationsofcustomercarestrategy.Then,creationofcreativities.Afterwords,evaluationanddevelopmentofcreativities.Finalisfeabilityandprofitassessmentalsoclearrolesandresponsibilities.Implementationstepsonlythree,Implementationtest,commerciali
