Chinese Third Party Logistics Customer Service Research

The thesis is to solve the problems of customer service that exists in third party logistics enterprises of China, aiming at offering helpful references to perfect the service procedure through the study on customer service of third party logistics enterprises. This thesis carries on the summary to third party logistics enterprises and customer service at first, after defining basic conceptions, such as third party logistics enterprises and customer service, etc., then explains basic contents and characteristics of the customer service mainly in third party logistics enterprises. And then reviews the development of the customer service thoughts especially in terms of marketing and management. On the basis of Chinese third party logistics' supply and demand subjects' current situation of the developments, it analyses and summarizes the questions in third party logistics enterprises' customer service. By introducing customer service experiences of American third party logistics enterprises for reference afterwards, this thesis proceeds from angle of the service procedure, analyses the basic conditions and key elements of customer service emphatically; Because customer service is a course of dynamic changes, enterprises must appraise and improve it in order to realize the organizing goal and procedure goal, this thesis studies the try about external evaluation indexs based on customers' satisfactory and third party logistics enterprises' KPI appraisal system, it is sure to offer some references to third party logistics enterprises to perfect the service procedure and improve the service quality. At last, the thesis puts forward countermeasures and suggestions based on perfecting customer service of third party logistics enterprises in China.