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What Kind Of Service Culture Should Be Established For Logistics Enterprises?

2010/11/23 18:25:00 80

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Logistics Enterprise Culture Management Service Concept

Create "service first"

Logistics enterprise culture

Now more and more logistics companies have begun to attach importance to customer service and are eager to introduce them into the operation of logistics companies, so they have drawn up a large number of customer managers or marketing rules and regulations, forcing employees to perform, but the result is not satisfactory.

The problem is: making the system is not difficult. The key is to let employees recognize, internalize service concepts and service tenet, so that employees will actively and racily think and do what they can do for their customers.

At the same time, the competition of logistics companies in service is not the number of service items and products, because it is very easy to imitate, but in the service culture.

Because it needs a long process to establish and change the culture of logistics enterprises.

In this process, managers play a decisive role.

Outstanding service

Administration

Those who will never tire of explaining it.

service idea

And personally provide services to customers on the front-line, so that senior executives can meet the problems encountered by customers, experience the hardships of front-line employees, and show the importance of customer service to all employees.

Because only participatory leadership can really enable employees to realize the essence of the "culture" of communication, and that employees can have the greatest input.

In addition, the establishment of a customer oriented organization is also an important part.

Such an organizational structure should convey a clear message to employees: the responsibilities of front-line employees are to satisfy customers, and the responsibility of managers is to support employees so that they can better serve their customers. In order to do so, front-line employees should be fully empowered, because the real customers are directly facing their front-line employees. If these people do not have the right to decide their actions according to customer needs, they will not be able to satisfy customers.

In order to ensure the right use of power by front-line staff, logistics companies should strengthen staff training, and management should be pformed from mechanical managers to customer advocates and coaches, and work with staff happily.

At the same time, while shortening the management radius, it emphasizes the two-way communication between management staff and employees. On the one hand, managers must make employees understand the goal of service and help them provide the best service; on the other hand, front-line staff should feedback the opinions of customers accurately and quickly to management, and provide decision-making reference.