摘要
在阐述铁路客户服务中心定位及工作职责的基础上,结合北京铁路客户服务中心客户服务工作实际,针对客户服务工作中存在的问题,提出提高铁路客户服务水平的对策,即:落实客户服务管理规范、密切沟通与协作、加强支持与配合、发挥"窗口"营销作用、做好站段客户服务工作、提高信息化服务水平、建立完备的知识库、强化客户服务业务培训等,以最终实现"客户满意"的服务目标。
Based on expounding the service orientation and working responsibilities of railway clients service center, combining with actual status of client service works in Beijing Railway Clients Service Center and targeting with problems existing in clients service works, this paper puts forward countermeasures on increasing railway clients service level, including： fulfilling the standards of clients service management, closing communication with cooperation, strengthening support and coordination, exerting the ＇window＇ marketing role, doing well clients service works in station and depots, increasing informationization service level, establishing complete knowledge base and strengthening professional training of clients service, so as to finally realize the service object of ＂clients＇ satisfaction＂.
出处
《铁道运输与经济》
北大核心
2014年第9期68-71,共4页
Railway Transport and Economy
关键词
铁路
客户服务
对策
Railway
Clients Service
Countermeasure
