经济的发展促使社会人口的流动性加大,人们对运输全过程的质量要求日渐提高。我国公路、铁路、航空这三种运输主管部门都在努力的改善自身的服务水平以提高乘客的满意度。文章论述了通过客户服务中心的建立能有效的改善与乘客的沟通渠道和沟通效果,降低企业同顾客的沟通成本,提高服务质量,进而提高企业的竞争力。 Economic development has led to an increase in the mobility of the social population and people’s increasing demands for the quality of the whole transport process. China’s highways, railways, aviation transport authorities are working hard to improve their own level of service to improve passenger satisfaction. The article discusses that establishing a customer service center can effectively improve the communication channel and communication effect with passengers, reduce the cost of communication with customers, improve service quality and enhance the competitiveness of enterprises.