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

阅读理解。

     It is a very usual thing for a person to have a good friend. My good friend is Diana. She is a rich and

proud (骄傲) girl. She often thinks that she is too good for anyone.

One day after school, I was waiting for Diana when Vivien came up to me. She gave me a cake, I got it.     We talked and joked. From then on, I began to spend more time with Vivien than Diana. However, I also began to feel a little uneasy.

     After a few days, I went to see Diana with some snacks and at that time Vivien came and sat with me. She gave me a sandwich. She also gave one to Diana, but Diana didn’t get it. She walked away. I was

angry with Diana for being so rude.

    "Never mind," Vivien said , " I’m used to (习惯) it."

    After school, I tried to catch up with Diana. When we walked home, I tried to correct her attitude (态度), but she would not listen to me. She said, “Go and join your ‘dear’ Vivien. I know you make new

friends and forget the old ones.”

     For the next few weeks, we did not talk to each other. Then, one day, Diana came to Vivien and me,

saying, “I’m really sorry about what I did. I’m a spoiled (宠坏) girl, but I also need good friends just like

you. Would you please forgive (原谅) me? Vivien and I looked at each other and smiled. From then on,

Diana, Vivien and I are best friends.

1. The writer was angry with Diana.

A. because she was too good for anyone

B. when Diana didn’t get Vivien’s sandwich

C. though (虽然) she asked the writer to forgive

D. so Diana walked away

2. The underlined word “uneasy” means _______.

A. 不容易

B. 忐忑不安

C. 不简单

D. 想不开的

3. From the passage, we can know that .

A. Diana and the writer were good friends

B. Diana didn’t like sandwiches

C. Vivien didn’t want to make new friends at all

D. the writer forgot her old friends after she had new ones

4. Vivien’s saying "I’m used to it." shows that.

A. someone didn’t want to give her their things

B. she liked to be polite

C. Diana was often rude to others

D. some people were rude to her before

5. Diana asked Vivien and the writer to forgive her because.

A. they didn’t spend much time with her

B. she knew she was wrong

C. Vivien and the writer didn’t talk to her

D. she was a rich and proud girl

单项选择题