提高铁路客户服务水平的思考
发布时间：2018-08-27 17:43
【摘要】：在阐述铁路客户服务中心定位及工作职责的基础上,结合北京铁路客户服务中心客户服务工作实际,针对客户服务工作中存在的问题,提出提高铁路客户服务水平的对策,即:落实客户服务管理规范、密切沟通与协作、加强支持与配合、发挥"窗口"营销作用、做好站段客户服务工作、提高信息化服务水平、建立完备的知识库、强化客户服务业务培训等,以最终实现"客户满意"的服务目标。
[Abstract]:On the basis of expounding the positioning and working responsibilities of the railway customer service center, combining with the actual customer service work of the Beijing Railway Customer Service Center, and aiming at the problems existing in the customer service work, this paper puts forward some countermeasures to improve the railway customer service level, namely, to implement the customer service management standards, to communicate and cooperate closely, to strengthen support and cooperation, and to dispatch. Give full play to the role of "window" marketing, do a good job of station and depot customer service, improve the level of information service, establish a complete knowledge base, strengthen customer service business training, etc., in order to ultimately achieve the "customer satisfaction" service objectives.
【作者单位】： 北京铁路客户服务中心;北京铁路客户服务中心业务管理部;北京铁路客户服务中心客户管理部;
【分类号】：F532.6;U293
本文编号：2207977
[Abstract]:On the basis of expounding the positioning and working responsibilities of the railway customer service center, combining with the actual customer service work of the Beijing Railway Customer Service Center, and aiming at the problems existing in the customer service work, this paper puts forward some countermeasures to improve the railway customer service level, namely, to implement the customer service management standards, to communicate and cooperate closely, to strengthen support and cooperation, and to dispatch. Give full play to the role of "window" marketing, do a good job of station and depot customer service, improve the level of information service, establish a complete knowledge base, strengthen customer service business training, etc., in order to ultimately achieve the "customer satisfaction" service objectives.
【作者单位】： 北京铁路客户服务中心;北京铁路客户服务中心业务管理部;北京铁路客户服务中心客户管理部;
【分类号】：F532.6;U293
【参考文献】
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1 郭玉华;;铁路货运客服中心发展研究[J];铁道运输与经济;2009年09期
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2 刘荣桃;;建立铁路货运客户服务中心的设想[J];铁道货运;2009年11期
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相关博士学位论文 前1条
1 郭玉华;中国铁路货运营销理论与发展[D];中南大学;2011年
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