摘要
在铁路既有线运力得到释放的条件下,不断提高铁路货物运输的服务质量,提升货主对运输服务的满意度已经成为扩大铁路货源吸引力的重要手段之一。通过阐述铁路货运网点客户服务质量的现状,分析硬件设置环境、人员岗位配置以及信息化水平等方面存在的问题,提出升级货运网点硬件设施、优化客服团队建设、完善信息服务系统等提升铁路货运网点客户服务质量对策,更好地为货主提供服务。
Under the condition that the capacity of the existing railway lines has been released, improving the service quality of railway cargo transportation and enhancing the satisfaction of customers has become an important means to increase the attractiveness of railway freight transportation. By analyzing the current situation of customer service quality in railway freight transportation network and the problems in hardware environment, personnel allocation and IT application level, this paper puts forward some suggestions on upgrading the hardware facilities, optimizing the construction of customer service team and improving the information service system so as to serve the consignors better.
作者
周春成
白亚光
ZHOU Chuncheng;BAI Yaguang(Tangshan Freight Center, China Railway Beijing Group Co., Ltd., Tangshan 064000, Hebei, China)
出处
《铁道货运》
2019年第8期17-21,共5页
Railway Freight Transport
关键词
铁路货物运输
客户服务
信息服务平台
优化建议
Railway Freight Transportation
Customer Service
Information Service Platform
Suggestionsfor Optimization
