Study On Tactics Of Customer Service Of The Railway Freight Enterprise Based On TPL

The research to the strategy of customer service in railway freight enterprise based on the third party logistics (TPL) is an important innovation. It relates to the railway freight enterprise' s future whether it can get continuous, rapid and healthy development. The current researches of customer service in Chinese railway freight enterprise are discussed in this paper. Meanwhile, the signi ficant meaning on thi s research is also brought out.After the difference between the railway freight and TPL has been distinguished, this paper starts from customer lay, enterprise lay and opponent lay, it analyzes the converting mechanism from the railway freight enterprise to TPL. Especially, the reasones include the cost pushing and the benefit pulling in the lay of railway enterprise itself.It analyzes the basic concept of the customer service of TPL, discusses the basic principle and method that evaluate the level and performance of customer service.After the importance of the customer service in logistics operation has been discussed, this paper makes the SWOT analysis and its matrix, discusses the imminence for the railway freight enterprise.On the basis of the operation process of TPL customer service, this paper brings out the customer service strategy system based on the TPL in the railway freight enterprise. Firstly, the system includes the strategy of TPL customer service, secondly, it should construct the difference service, thirdly, it should make the standardization and innovation for the operation of the customer service, lastly, it should makeperformance evaluation and supervision for TPL customer service in railway freight enterprise.After the influence factors on the customer service performance in the railway freight enterprise have been discussed in detailed, the paper builds the evaluation index system for customer service, analyzes the quantum method and evaluates it by the Fuzzy method which is help to the practical management and decision.Moreover, this paper analyzes the concrete factors of the logistics customer service supervision in the railway freight enterprise, designs the three lay factors system for logistics customer service, discusses the application of GAP model in logistics customer service, brings out the GAP evaluation indexes system for logistics customer service and builds the basic frame of the logistics customer service supervision for the railway freight enterprise.