论文总字数：22859字

摘 要

21世纪以来，客户服务的发展日益受到各个行业的重视，经济全球化也使得物流企业面临的竞争日趋激烈。快递企业作为物流行业中不可缺少的一部分，也面临着客户服务的发展问题。物流行业一直在针对快递企业的客服水平进行不断研究。在现如今这样激烈的市场环境下，服务行业想要获得客户的认可，就必须提升自身的服务质量。而客服人员作为快递企业的二线员工，是整个快递企业发展的基础，也最能体现快递企业客服存在的问题。

近年来，以顺丰速运公司为首的我国快递企业的客服在公司发展过程中一直处于一成不变，员工离职率高，流失现象严重，客服整体素质不高，客户服务满意度落后于国际快递企业。这些因素直接导致了客服工作效率低，客户忠诚度不明显。本文旨通过快递企业客服管理理论的研究，挖掘、分析顺丰客服管理中存在的问题，并针对这些问题提出优化方案。

首先，本文对当前我国快递企业发展及客服研究背景进行简要陈述，并对顺丰快递企业客服的岗位职责与特点简单介绍。之后，对顺丰速运公司目前的组织机构设置以及运营现状进行了介绍，就其中的客服人员进行探究，发现客服管理存在诸多问题。针对这些问题，深入研究问题产生的原因，并就最主要的两个原因进行重点分析。紧接着，从实践角度对客服进行分析和总结研究，提出改善建议。通过对客服人员的管理来提升客服质量。

关键词：快递企业；顺丰速运；客服；客服流失；绩效考核

Problems and Analysis of Customer Service Management in SF-EXPRESS Company

Abstract

Since twenty-first Century, the development of customer service has been paid more and more attention by various industries. Economic globalization has also made logistics enterprises face increasingly fierce competition. As an indispensable part of the logistics industry, express enterprises are also faced with the development of customer service. The logistics industry has been studying the customer service level of express enterprises. In today"s fierce market environment, the service industry must improve its quality of service if it wants to get customer recognition. Customer service personnel, as the second-line employees of express companies, are the basis for the development of the entire express company, and also reflect the problems of customer service in express enterprises.

In recent years, the customer service of Chinese express companies, headed by SF EXPRESS company, has been in the same process in the process of the development of the company. The turnover rate is high, the loss phenomenon is serious, the overall quality of customer service is not high, and the customer service satisfaction is lagging behind the international express enterprise. These factors directly lead to the low efficiency of customer service and the insignificant customer loyalty. The purpose of this paper is to explore and analyze the problems in the management of customer service in SF EXPRESS by the research on the customer service management theory of express enterprises, and to put forward the optimization plan for these problems.

First of all, this paper briefly describes the development of express enterprises and the research background of customer service in our country, and briefly introduces the job responsibilities and characteristics of customer service of SF EXPRESS enterprise. After that, this paper introduces the organization and operation status of SF EXPRESS company, and explores the customer service personnel, and finds that there are many problems in the management of customer service. In view of these problems, the causes of the problems are deeply studied, and the two main reasons are analyzed. Then, from the perspective of practice, customer service is analyzed and summarized, and suggestions for improvement are put forward. The quality of customer service can be improved through the management of customer service personnel.

Keywords: Express Enterprise; SF EXPRESS; Customer service; Loss of personnel; performance appraisal

目 录

摘 要 I

Abstract II

第一章 绪 论 5

1.1 研究背景 5

1.2 研究目的及意义 6

1.3 研究内容及方法 6

1.4 论文框架 6

第二章 理论综述 8

2.1客服定义 8

2.2客服职能概述 8

2.2.1工作内容 8

2.2.2岗位要求 8

2.3客服在快递企业中的特点与作用 8

2.3.1客服是快递节点上的镜子 8

2.3.2客服是货物运输途中的镜子 8

2.3.3客服是顾客与企业关系的镜子 9

2.3.4客服是员工与顾客的镜子 9

2.4文献综述 9

第三章 顺丰及顺丰客服现状分析 11

3.1顺丰速运公司现状分析 11

3.1.1顺丰速运简介 11

3.1.2顺丰速运快递业务流程 11

3.2顺丰客服发展现状分析 11

3.2.1客服部组织架构 11

3.2.2客服现状 12

3.3顺丰客服现存问题及分析 13

3.3.1绩效考核问题 13

3.3.2人员流失问题 14

第四章 客服绩效考核优化策略 16

4.1关键绩效指标改进 16

4.2考核权重分配 16

4.3绩效考核标准 21

4.4确定考核周期 23

第五章 客服人员流失控制策略 25

5.1为员工提供职业指导 25

5.2加强员工关怀 25

5.2.1环境优化建议 25

5.2.2心理素质强化 26

5.3加强服务质量培训 26

结 论 28

致 谢 29

参考文献（References） 30

第一章 绪 论

研究背景

近年来，电子商务和互联网的飞速发展，促成了快递行业的兴起，也给人们的现代生活带来了巨大的影响和冲击。快递企业层出不穷，这使得快递行业的竞争压力也随之加大。快递服务，是快速收寄、分发、运输、投递（派送）单独封装的、具有有名址的信件和包裹等物品，以及其他不需要储存的物品，按承诺时限送到收件人或指定地点、并获得签收的寄递服务。快递服务对于时效要求非常之高，时限和安全是快递服务价值的核心。快递服务作为第三方物流的一部分，不仅仅缩短了物流过程中所需要的时间，也优化了整个物流供应链。快递企业的服务在人们的生活中发挥着重要的作用。

在经历了几十年的发展后，快递企业单纯依靠简单的仓储、运输功能已经不能满足客户的多样化需求。物流市场的过度饱和以及竞争价格的透明化，都迫使企业不得不放弃原有的的利润增长点，将眼光投向能够满足客户特殊需求的增值服务开发上。客户成为企业十分重要的利润来源，可以说谁拥有了客户谁就占领了市场。传统观念的企业战略核心已经由产品向客户转变。客户服务需要做的就是将客户看作企业的重要资源，尽可能的将客户控制在自己的企业范围内，满足客户需求，提高客户忠诚度，从而提升企业的竞争能力。

剩余内容已隐藏，请支付后下载全文，论文总字数：22859字