Air Logistics Y Company Customer Service Management Research

With the development of national economy and the global economy moving forward and the industrial structure adjustment,they bring boundless Opportunities and challenges to China Air Freight Logistics.Base on the currently economic circumstance,more and more enterprisers join in the queue of Logistics which makes the competition in this trade become more and more fierce.At the meantime,China has been treated as the main market by those international firms.It brings challenges for those developing forwarders and it also requires them that must have their own core-competitiveness so as to survive on the market.The logistics firms need to provide high quality of customer service to strength their advantage.Keep a keen eye on perform and perfect the customer service has become the core-competitiveness for those logistics firms so as to search for perpetual improvement.After the global financial crisis of 2008,the economic keeps slack and calm.The increasing ratio of global air freight cargo volume has been influenced severely and increased slightly.China's air freight economy is also impacted by this international background.More and more enterprises are thinking about the direction of company structure adjustment,and the customer service management has become more and more attractive for those enterprises at that time.China is regard as the second larger air freight country and Shenzhen airport air freight volume has been regarded as the No.4th in China.To Company Y,it has many advantages since it located in Shen Zhen Airport.To conduct a customer service management study not only can set an example but also can provide some suggestions for other air freight companies.This thesis,using the theories and methods of customer service management,begins with the global and domestic logistics current development status,showing the opportunities and challenges with details.Considering the current stage of our own air freight development status that brings out by improving the satisfying index of customer service can also increase company's revenue.Firstly,giving a full theory introduction of customer service management and analyzing the current China's air freight service developing stage,pointing out the problems which facing in the front of logistics so as to strengthen the importance and feasibility of customer service management.Secondly,having a study for those international firms and make comparison with China's firms so as to find out the main factors which affected the quality of customer service management.Thirdly,giving full introduction for Y company and analyzing the current situation and finding out the main issues,giving direction of improving customer service management.Finally,combining the good strategies of international firms and summarizing the key issues then proposing countermeasures and suggestions.