Research On Customer Service Management System Of A Container Terminal In Tianjin Port

Quality service is the lifeline of the survival and development of port enterprises.Entering the new stage in the new century,with the changing trend of global economic development, and the needs of the broad masses of customers continue to improve,which mainly provides the container loading and unloading, storage and other functions of logistics services in container terminal enterprises, traditional production service has been unable to meet the when this market demand. Throughout the terminal industry market competition, service of software and hardware of a full range of competition, including facilities and equipment are able to meet the needs of the development of deep water ships, large-scale, production management is realized digital, high efficiency, service personnel can achieve the specialization ,standardization,service relationship can be realized and customer win-win cooperation.Only by advanced research customer needs, and constantly improve the service concept, and actively improve the service environment, innovate the content of service, expand the wealth of services, in order to make the container terminal enterprises and enhance core competitiveness, to maintain old customers and attract new customers, increase the customer profit contribution rate.This paper mainly to a container terminal of Tianjin port in order to adapt to the changes in the situation of the development of the international shipping market,should appear in the customer service management in the various problems, make the service development strategy adjustment, adjustment and service management mode,and in the service brand building,digital construction, the construction of diversified,service culture construction in the implementation of the strategy, method as an example, the integrated use of service management, service marketing, operations management, and other relevant theoretical knowledge , to literature indexing method, analysis method for main research method, the analysis and research of the container terminal service management system.Based on this, the article mainly discusses from six parts. The first part is the introduction, mainly from the research background, research significance, research status, research contents and methods, and research of the key problems to be solved,this paper elaborates on the issue; the second part is an overview of relevant theories,mainly on the service management, international container transportation and other related theories are introduced. Lay the theoretical foundation for the writing of the article, to ensure the authenticity and validity of the research; the third part is the analysis of the current situation and problems, based on the research object: A Tianjin port container terminal, the status quo and problems of the customer service pipe are described and analyzed, and combining with the current overall Tianjin port container industry development status. A, Tianjin port container terminal development history and development, customer service management, customer service management problems and the reasons The analysis, which give rise to the necessity of constructing Tianjin port container terminal A customer service management system; construction of the fourth part of the customer service management system, puts forward the principles and steps of constructing the system, and the hardware upgrade, digital construction,environmental construction and other important factors on the important role of system construction; the fifth part is the implementation strategy study, service culture, service brand, service team construction, and customer relationship management,diversification of services, service management system to promote the role of the sixth part; make a summary of articles, and the research is lack of some description.