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。

问答题 简答题
填空题


The United States counts its population every ten years, and each census reveals that the racial and ethnic mix is changing dramatically, so by the year 2050, the "average" American will not be descended from (1) , but the majority of U. S. residents will trace (2) ancestry to Africa, Asia, the Hispanic world, the Pacific Islands, or the Middle East. Once the United States was a microcosm of European nationalities, (3) the United States is a microcosm of the world. The United States is (4) considered a "melting pot" society by many of its residents. (5) , many people prefer the term "salad bowl." They use this (6) to describe American society. American society will soon be (7) nonwhite. "Melting pot" implies that the different ethnic groups blend together (8) one homogeneous (9) , "salad bowl" (10) that nationalities, like the ingredients in a mixed green salad, retain their cultural (11) . Earlier generations of (12) believed they had to learn English quickly not only to survive but also for (13) .
Now, many immigrant groups do not (14) the same need. Because there are many places in America (15) you can work, shop, get medical care, marry, divorce and die without knowing English. (16) , Chinatown in San Francisco and New York. Also, Los Angeles has many Vietnamese immigrants and immigrants from Mexico. (17) , many immigrant groups want their children to know their (18) culture. Many Hispanics, for instance, want their children to learn (19) English and Spanish and study the Spanish language in school. They are fighting for the (20) to bilingual education in many communities. In many communities they are in the majority.