摘要
为提高铁路保价货物理赔服务质量、提升客户满意度,在阐述太原局集团公司铁路保价货物损失理赔、理赔安全室设置及人员现状的基础上,针对铁路保价理赔服务人员结构、赔付时间、网上理赔服务等方面存在的问题,提出全面提高保价货物理赔服务人员业务素质、加快赔付时间、完善铁路保价运输管理系统功能、完善保价大客户补偿机制等提高铁路保价货物理赔服务质量的对策。
To improve the quality of claim settlement service for railway value-insured goods and enhance customer satisfaction,this paper introduced claims settlement for railway value-insured goods,claim safety room setting and personnel status of China Railway Taiyuan Group.In view of the problems in personnel structure,payment time and online claims settlement service,countermeasures for service quality improvement were proposed accordingly,including comprehensively enhancing the professional quality of service personnel,speeding up the payment,perfecting the functions of the railway value-insured transportation management system,and improving the compensation mechanism for major customers choosing value-insured transport.
作者
任艳丽
REN Yanli(Freight Transport Department,China Railway Taiyuan Group Co.,Ltd.,Taiyuan 030013,Shanxi,China)
出处
《铁道货运》
2021年第10期29-32,37,共5页
Railway Freight Transport
关键词
铁路
保价运输
理赔
服务质量
业务素质
Railway
Value-insured Transport
Claims Settlement
Service Quality
Professional Quality
