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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。

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