How to do logistics after-sales service well

The logistics industry is no exception. In the whole logistics industry, there are enterprises that do well and do well, and enterprises that do not do well. Some people say that we are a service industry, what after-sales service can we do? Unlike electrical products, they need maintenance, home installation and so on. In fact, this is a question of service consciousness. An enterprise, an enterprise leader, must first have a sense of service in order to truly serve. Below, I will talk about my personal views on service awareness and quality, as well as the specific content and requirements of logistics services. At present, the after-sales service of logistics industry is still put on the agenda. Generally speaking, good service only refers to the quality of its products, and it cannot be said that the after-sales service of logistics companies is well done. Where does after-sales service come from? First of all, we must really understand the true meaning of customer first, what are customers, they are our parents! Is the root of our prosperity! With this level of understanding, we will care about our customers, have the awareness of actively understanding and tapping their needs, and have the idea of helping customers grow stronger, their careers develop smoothly and their products sell well. Only in this way can we ask customers questions and be considerate of customers. These ideas are the source of our consciousness of serving customers. 1. service awareness, service quality and after-sales service (the relationship and importance of the three) Whether an enterprise can have a stable customer base depends on the quality of its service, whether it can do fine work in the middle, try to tap customers, whether it can form a strategic partnership with customers, become stronger and bigger, make its own brand and form a distinct core competitiveness, and whether the after-sales service system is perfect. In China's logistics industry, many logistics companies are in a state of oversupply because they occupy the advantages of routes or resources, and there is no shortage of business sources. Some people think that they are ready, so they lock the service content in the single operation of transportation or warehousing, turn a deaf ear to the needs of upstream and downstream customers in the service process, think that this is not their business scope, or think that their business is full anyway, so the service attitude and service awareness are obviously ignored. In the long run, there will often be problems with the quality of service. For example, the goods are untraceable, the delivery is late, or the whereabouts are unknown. Due to the carelessness of the staff, the goods that have obviously arrived can't be found and stay in the warehouse, which brings economic and psychological harm to customers. At the same time, logistics companies themselves are not strict with goodwill and economic losses. What's more, this kind of enterprise has laid the groundwork for its after-sales shrinking and eventually dying out. For example, at present, a well-known domestic logistics company mainly does LTL business. Although its working vehicles can be seen everywhere on the road, no one says that his service quality is good. All in one sentence: give them the goods and be careful not to disappear. For the logistics industry, what are service quality, service awareness and after-sales service? Personally, I think the connotation of the above concept should be: service quality refers to the confidence that customers give us in storage and transportation during circulation; Service consciousness is to let our customers have no worries in the process of buying and selling products; After-sales service is to advise customers to provide statistical information that we find useful to customers in our operation, which can further improve and improve the marketing situation of customers' products and continuously improve and meet the growing needs of upstream and downstream customers. Second, the specific content of after-sales service (I) Pre-sales service When determining the cooperative relationship with customers, we should deeply understand the customer's needs from the following aspects: 1, whether it is necessary to pick up the goods at home; 2. What is the transportation time requirement? 3. Whether warehousing and reprocessing services are needed; 4. What are the unsatisfactory aspects of logistics activities before this? 5. What requirements do we hope our service can meet? 6. What should I pay attention to in the service process? 7. What are the short-,medium-and long-term logistics goals or hopes of customers? Regardless of the size of customers, we should take solving the above problems and meeting customer needs as a project to organize personnel and take measures to meet customer expectations through our efforts and the improvement of service quality. (2) After-sales service 1, goods and labels; 2. Carry out warehousing and reprocessing according to customer requirements, such as assembly (sub-packaging), OEM, distribution and distribution; 3. Timely feedback the inquiry and tracking information of goods in transit; 4. Provide satisfactory consulting services for upstream and downstream customers. Once the customer gives us the goods, we should not take responsibility. We should put ourselves in the customer's shoes, be anxious about the customer's urgency, think about the customer's thoughts, satisfy the customer's right to know about their own goods and property at any time, let the customer know about the goods delivered to us at any time and place, and accept the customer's instructions to repackage or reprocess the entrusted goods. (iii) After-sales service 1. Provide customers with monthly statistical analysis table and report it to customers for reference. The contents include: this month's shipment, dispatch of cars, timely arrival rate of cars, accuracy of document circulation, and whether there is damage or difference between goods is very effective. 2. Provide customers with quarterly and institutional reports, including: shipping trends across the country, discussion time, regional shipping comparison, shipping accuracy, timeliness, accident rate, etc.; 3, combined with the customer's logistics work objectives, on this basis to determine the development goals. In the process of serving customers, we should constantly summarize and improve the level of logistics services, maximize the integration of logistics resources, reduce logistics operating costs, save logistics costs for customers, achieve win-win cooperation and form a real strategic partnership. Thirdly, the competition of after-sales service will be the main competition in the logistics industry. Throughout the world, logistics companies have gradually developed, expanded and expanded because they rely on one or several big customers and grow with the growth of customers, forming a close and stable strategic partnership. To do this, first of all, leaders should have such lofty strategic development goals, and secondly, they should have the service consciousness of strategic partners. For customers, there must be a tailor-made logistics plan. For logistics companies, it is necessary to provide intimate services like close-fitting quilts. I think logistics enterprises should embody the strategic partnership with customers in the following aspects.