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近年来,由于运力供给过剩、需求不足,全球航运市场深陷低迷,货运代理企业也面临着严峻的挑战。只有苦练内功、夯实基础,塑造企业核心竞争力,才能在艰难的环境中脱颖而出,从而赢得生存与发展。本文从电话接听服务这一基本业务环节入手,分析存在的问题,并提出通过实行“一站式”电话接听服务,利用技术手段,严格考核制度,提高应诉技巧等方法提高电话接听服务水平,提高客户满意度。
In recent years, due to overcapacity and lack of demand, the global shipping market has been in a downturn. Freight forwarding companies also face severe challenges. Only by practicing internal strength, consolidating the foundation and shaping the core competitiveness of enterprises can they stand out in difficult circumstances and thus win the survival and development. This paper starts with the basic business process of telephone answering service and analyzes the existing problems. It proposes to improve the telephone answering service by implementing “one-stop” telephone answering service, using technical means, strict examination system and improving responding skills Level, improve customer satisfaction.