Establishing a set of effective and feasible service standards is the basis for enterprises to carry out service work. It is also the premise for enterprises to provide quality service to customers. With service standards, enterprises and employees can have a basis for service work, and can ensure the stability of the company's service. At the same time, it can also make customers rest assured when using our services, and can make customers play a supervisory role in the company's services. Therefore, the formulation of high-quality, efficient and feasible service standards plays a very important role in improving the company's service and enhancing its competitiveness.

 

Principles for formulating service standards
 

1, service standards must meet customer requirements, customer demand-oriented.

 

2, the service standard must be higher than the service level of the industry, and to be practical.

 

3, service standards must be continuously improved and updated to adapt to the improvement of customer demand and the progress of the industry.

 

4. Service standards should be combined with employees' service awareness and service ideology, and should be checked and implemented frequently.

 

Service 16 words policy
 

In order to better serve customers, the special formulation of "best, fast, safe, accurate, saving, convenient, honest, intimate" sixteen words as my company's service policy.

 

Select the best: recommend and choose the most advantageous network and channel for customers. Our sales staff understand the advantages and disadvantages of all international express networks and channels, prices and services, and strive to recommend the best networks and channels to customers, so that customers are satisfied.

 

Fast: Efficiency is the life of express. Through the channels we recommend, the timeliness should be fast, the circulation in our hands is fast, the handover is fast, and the problem is handled quickly.

 

Safety: Take care of the customer's goods more than their own items, to ensure that in our hands no damage, no loss of express.

 

Accuracy: good wrong shipment, good volume, weight; Non-interlaced channels; Do not make wrong documents. Handover, operation, delivery accurate.

 

Saving: Save freight for customers and reduce transportation costs. The channels we recommend have low prices and reasonable charges. The various fees charged by various networks and channels are accounted for by us.

 

Convenience: We take the "three visits" approach to facilitate customers. That is, door-to-door sales, door-to-door receipt; Knock on doors for advice. Customers can make a phone call to check, 24 sales at any time to receive goods, at any time to serve you.

 

Integrity: No nine tripod, commitment to customers must be done. To be honest and trustworthy to customers, do not cheat, do not shirk responsibility. No matter what happens in transit, we must tell the customer truthfully.

 

Intimate: to treat customers with enthusiasm; Take the initiative to inquire and improve services. To meet the needs of customers to the greatest extent.

 

Service standards
 

First: Our company implements 24-hour service: customers can check in at any time, as long as a phone call or online application, you can quote, check in procedures. The company can receive orders and goods 24 hours from the door; The company's sales staff is on 24 hours, and can provide service to customers at any time; The company's customer service personnel are on 24 hours to solve urgent problems for customers.

 

Second: to provide convenience for customers, adhere to the "three door-to-door" service, that is, door-to-door recommendation network and channel; Go to the house to pick up documents and receive goods; Knock on doors for advice. (Visit every six months for advice).

 

Article 3: Sales staff visit or telephone sales every day. Every salesperson visits customers at least 15 times a week, and telephone sales are not less than 50 times. The salesman's promise to the customer must be fulfilled.

 

Fourth: Sales during festivals, customers birthday to express wishes and greetings to customers, big customers to visit.

 

Fifth: The company phone rings three times, must answer, pick up the microphone and say: "Hello! Xunga Express "; In special cases, if you answer the phone after three calls, say: "Sorry to keep you waiting". At the end of the call, say "goodbye" and wait for the customer to hang up.

 

Article 6: In order to ensure the time limit, we must reduce the circulation time of express goods in our company. The goods are ready to receive the notification from the customer, and shall not exceed two hours to the door to receive the goods (if there is a traffic jam, vehicle failure and other special circumstances, it is necessary to discuss with the customer in time and obtain customer understanding). After receiving the goods, it shall not exceed 3 hours before delivery to the service provider (receiving the goods at night and delivering the goods before 9:00 AM); Hold the item for no more than half a day. For all monthly customers, the bill of the previous month will be sent to the customer before the 10th of each month.

 

Article 7: All the receiving personnel, delivery personnel and drivers of our company should take good care of the customer's goods, handle them lightly, pay attention to the signs outside the box, and prohibit dropping the goods and damaging the goods. All goods accepted by our company shall be guaranteed not to be lost, damaged or missing in our hands. If the goods are lost or damaged, our company will make compensation according to the regulations.

 

Eighth: According to the customer's choice of network and channel delivery, the customer does not specify the channel, can be delivered by the computer selected channels. Carefully review the documents and goods provided by customers, so that the single goods are consistent, in line with the requirements of network service providers and customs, and it is not bad to send the wrong shipment. To measure the volume and weight of the goods realistically (except for special requirements of the customer), if the actual volume and weight are found to be greater than the weight provided by the customer, be sure to let the customer confirm.

 

Article 9: Take the initiative to do the inquiry work. Where the goods are found waiting for customs clearance or customs clearance is delayed, the next day to inquire with the service provider; The track of the goods was not updated for two days, and the service provider began to inquire on the third day. Goods due to address, telephone, incomplete information or recipient reasons can not be delivered, get a message from the service provider, immediately notify the customer to provide relevant information, and ask the service provider to contact the recipient. Notify sales and customers of problems. And follow up daily. A week has not been effectively solved, to upgrade the processing, to find service provider leaders to solve. Hold the item for no more than half a day.

 

Article 10: In case of loss, damage, shortage, misdelivery and other problems, the service provider shall promptly claim compensation from the service provider. To safeguard the interests of customers, and strive to get better compensation. Where it involves resending, resending, prepaid change, change of address, return, remote fees, etc., it is necessary to negotiate with the customer and deal with it in time after obtaining written confirmation from the customer. Processing of claims, generally not more than half a month.