问题 问答题

简述制定物流客户服务战略的步骤。

答案

参考答案:(1)评估从客户的角度进行评估,确定客户真正重视的服务要素。
(2)寻找差距检查企业提供的服务与客户需求之间的差距,找出差距产生的原因。
(3)分析竞争对手在考虑竞争对手的服务水平,并结合更加详尽的客户调查与物流企业自身服务能力的分析之后,企业管理层通过对比制定出更加完善的客户服务策略,提高物流企业的客户服务能力与竞争能力。
(4)确定战略通过对客户与竞争对手的评估,企业可以制定更为详细的服务目标,针对不同的客户与不同客户对服务水平的要求采取不同的对策,改善企业的客户服务水平。

阅读理解

第II卷非选择题(共35分)

第四部分:任务型阅读(共10小题;每小题1分,满分10分)

请认真阅读下列短文,并根据所读内容在文章后表格中的空格里填入一个最恰当的单词。

Do we need an “Ivy League”?

China may soon have its own “Ivy League”, with a union of top universities.

The term originally referred to an athletic conference of eight top universities in the northeastern US. The Chinese version, which was officially started in mid-October, consists of nine famous universities, including Peking, Tsinghua, Zhejiang and Fudan. The union is supposed to result in student exchange programs, recognition of academic achievements, and other joint programs.

The news of this Chinese “Ivy League” has received mixed responses from the public and press. Some negative critics have dismissed it as yet another example of the wishful copying of international practices without fully understanding them. Others say that the “Ivy League” is not necessary but that the union is a good idea, one that could promote academic development.

So what’s your opinion on a Chinese “Ivy League”? Do we need one?

Yes. Ivy League or not, nine of China’s best universities cooperating is a good thing.

These universities combining resources could create a better environment for students and for research. It could also save a lot of time and resources because it would mean fewer unnecessary investments for some of the universities.

Allowing students to move to or have exchanges with other universities could broaden their horizons, improve their social skills and create more employment opportunities. The results could be more important than lessons and achievements.

The term “Ivy League” carries a sense of academic excellence, tradition and reputation. If borrowing such a term could encourage students’ and professors’ mental state and improve Chinese higher education, then there’s no reason not to do it.

No. Universities should do some work on increasing cooperation instead of copying an “Ivy League” model.

Many Chinese universities already have such cooperation with each other. If this cooperation were associated with the “Ivy League”, it would just distract (分散) attention and resources and have a negative effect.

These Chinese universities are all state-run and most get their funding from the government. They’re quite similar to each other in many ways and more cooperation wouldn’t bring about as much potential ability as between , say, public and private, or Chinese and foreign universities.

China should find its own way to develop world-class universities instead of by copying some foreign practices. We have our own unique conditions and foreign lessons often don’t apply well here.

多项选择题