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

Cast your mind back to the past twenty years and hardly did anyone have their own email account. The Internet had just taken off in 1991 and people were only using office and PC­based email exchanges.

In the mid 1990s external email providers appeared. The most famous of these was Hotmail, the first free email provider and web­based email service. Sabeer Bhatia and Jack Smith launched Hotmail on July 4, 1996. And Microsoft took note of and bought Hotmail for $400 million on December 30, 1997, a nice birthday present for Bhatia who turned 29 that day. It was relaunched as MSN Hotmail and in 2007 was relaunched again as Windows Live Hotmail.

Fast forward the present day and most of us have at least a personal web­based email account. It seems impossible to live without them. One of the biggest advantages of email is the fact that communication has become so much easier, especially with those across different time zones. Email takes seconds to send a message whereas letters, as we used to communicate by, could take weeks. Of course there was the fax, that beeping invention from the 1980s, but it wasn’t as secure as email and you never knew if the person on the other end had picked up your fax or if it had got lost somewhere in the office.

In conclusion, one of the best inventions from the 1990s has to be email. But sometimes people are too closely connected to their email and have a compulsion to check it several times a day. At work, people have become lazy and instead of going to speak to the person sitting next to them, they send an email,causing an in box to pile up with more time spent reading email and responding rather than working. Clearly, an invention that saved time because of its quick and speedy connection can now also cause us to waste a lot of time.

小题1:The earliest web-based email came into being probably _______.

A.in 1991

B.in 1996

C.in 1997

D.in 2007小题2:The author mentions “fax” in the third paragraph in order to tell us that _______.

A.it is exactly as good as email

B.it is much better than email

C.it is less convenient than email

D.it is easier and faster than email小题3:The underlined word “compulsion” in Paragraph 4 probably means “_______”.

A.strong desire

B.common sense

C.special curiosity

D.general idea小题4:Which is the main idea of the last paragraph?

A.We should check email boxes frequently.

B.Lazy people like sending an email.

C.Email brings us great convenience.

D.Good inventions also cause problems.

填空题