Ask for the employee management system of express delivery company

This system is formulated in order to standardize the behavior of express delivery service, ensure the quality of express delivery service, improve customer satisfaction, establish a good social image of the enterprise, and thus build a brand of enterprise service.

Article 1 Customer satisfaction is the pillar of the company's survival and development. Providing customers with satisfactory service is not only the basic strategy of the company's own development, but also the responsibility that the company must bear, and it is also the necessity of social and industry development. Continuously improving the service level and quality is one of the important tasks of the company's management.

Article 2 The company pursues the service tenet of "taking customer satisfaction as the measurement standard, meeting customer expectations with high-quality and distinctive services, and establishing the first service brand of express delivery", and regards "customer satisfaction" as the ultimate goal of the company's business activities.

Article 3 The company will devote itself to image and brand building and provide customers with safe, convenient, efficient and satisfactory express service on the premise of complying with national laws and regulations and local government industry management requirements.

Article 4 This system is applicable to all employees in management positions of the company.

Chapter II Service Quality Standards

Article 1 On the basis of fully understanding the characteristics of the express delivery industry and taking into account the requirements of other industries, the company has formulated the service quality standards. Service quality standards include service standards for managers, service standards for express delivery practitioners and specifications for transport motor vehicles, which provide a blueprint for standardized services.

Article 2 The service quality standards of managers should be: fairness, honesty, honesty and pragmatism, so as to reassure express delivery personnel; Warm and polite, the language standard makes the courier comfortable; Timely, efficient and dedicated, so that the courier is satisfied; I am anxious and want to reassure the courier; People-oriented care and warmth make couriers happy.

Article 3 Basic requirements for express delivery practitioners:

First, dignified manners, generous manners, neat clothes, simple hair style.

Second, according to the regulations, on the bright side, women make hair.

Third, the tone is amiable and the language is civilized and polite.

Four, the courier should use standardized and civilized language:

"hello! I'm from the courier company. Your express has arrived. Do you have time to receive it today? " "When is it convenient to come to the door?" "Please check your express mail carefully!" "If you have any questions about EMS, please call" and "Goodbye!" .

Article 4 A courier shall not commit any of the following acts during the service:

1. I made an appointment with the customer, but I didn't arrive on time and didn't contact the customer in time.

Second, in the process of delivering (receiving) to the door, the customer's expedited fee is charged privately.

Third, in the process of sending (receiving) customers' gifts.

Fourth, in the delivery process, leave without waiting for the customer to check the express mail.

Five, in the process of sending (receiving) rude remarks to customers, and disputes with customers.

Fifth, warm service, meticulous and thoughtful.

First, take the initiative to solve customers' doubts after sending (receiving) express mail.

Second, arrive on time according to the time required by customers and deliver (receive) the express mail safely.

Third, the courier comes to the door with his own shoe cover and water cup, so don't add any trouble to the customer.

4. If you can't arrive at the place designated by the customer on time for some reason, you should call the customer in advance or make another appointment to avoid the customer waiting.

Article 6. Honest service, childlike innocence.

First, actively understand the customer's service needs and expectations, and try to meet them. If it cannot be satisfied due to objective reasons, it is necessary to communicate with customers, explain the reasons, put forward reasonable suggestions, and guide "service provision" to reach an agreement with "customer expectations".

Two, take the initiative to inform the industry about the provisions of the customer to pay the fees that may occur in the process of service.

Three, choose the most favorable charging method for customers to send (receive) pieces, inform customers and get the consent of customers.

Four, according to the provisions or agreed to send (receive) fees, and consciously take the initiative to issue invoices.

5. In the process of delivery, customers should take the initiative to count the received express mail (goods). For customers who collect money, they should inspect the goods face to face. If there is a gift, you should clearly inform the customer that you can leave without doubt after receiving the money.

Six, when sending customers, if customers refuse to pay because of quality problems after inspection, don't argue with customers.

Article 7 Serve with civility and treat people with courtesy.

1. When the service cannot meet the customer's demands due to non-subjective reasons, tell the truth, seek understanding and change the service plan through friendly negotiation.

Second, calmly handle contradictions or disputes and be patient.

Article 8 Characteristic services and brand creation

First, when performing the appointment service, you should strictly observe the time and wait patiently within the specified time.

Second, understand the relevant knowledge of the express delivery industry and explain it to customers when they need it.

Third, master the skills of providing differentiated services to different customers.

Ninth express vehicle service quality standards:

1. The car body (including front and rear bumpers) is bright in color, with no obvious scratches, no paint peeling or single point falling off, but the area does not exceed 1cm2, and the lines and doors are clear and free from defects.

Second, there is a logo with a special pattern in the center of the cover, which is flat, without curling and damage.

Three, dashboard, interior, ceiling, rear partition intact without damage and clean without dust.

Four, the technical condition of the vehicle is good, and the safety facilities are effective.

Chapter II Service Quality Control

Article 1 The purpose of service quality control is to ensure the implementation of the company's quality policy of "safety, quick satisfaction, honesty, standardization and warmth, ensuring customer satisfaction and pursuing continuous improvement".

Article 2 The company establishes a service quality supervision and management system which is under the responsibility of the deputy general manager, implemented by the camp manager, supervised by the office director, and assisted by the manager of the logistics support department and the manager of the human resources department, and manages and controls the whole process of service planning, service evaluation, service provision and service supervision.

Article 3 Each functional unit of the service quality supervision and management system shall perform the following duties:

1. The competent deputy general manager is responsible for dynamically organizing and investigating customer expectations, reviewing customer requirements, formulating service standards, analyzing feedback information, supervising the implementation of corrective measures, and ensuring the coordinated operation of the system.

2. The camping department is responsible for implementing the service specification, monitoring the service provision process, implementing the supervision system and rectification measures, and evaluating the service quality level of couriers.

3. The customer service department is responsible for investigating customer expectations, formulating service quality information investigation scheme, collecting and analyzing service quality feedback information, accepting and handling customer complaints, implementing service demand and service quality review, proposing improvement suggestions, and evaluating and improving office environment and order. department of customer service

4. The logistics support department is responsible for providing technical condition maintenance of express vehicles, vehicle rescue in case of failure or accident, vehicle capacity and appearance rectification and other service support.

5. The Human Resources Department is responsible for understanding the training needs, formulating and implementing the training plan, and verifying the training effect.

Article 4 The post managers of the company, especially the monitoring post managers, should be loyal to their duties, strictly observe their posts, earnestly perform their duties, do a good job in supervising and managing the courier service and service quality according to the requirements of the specification, and deal with the problems arising in the service process in a timely and efficient manner according to the workflow.

Article 5 The relevant departments of the company shall closely cooperate with the Joint Inspection Unit to conduct a comprehensive inspection on the implementation of the courier specifications on a regular basis, and the inspection results shall be truthfully recorded and used as the basic data for the courier to assess and evaluate the suitability of control means.

Article 6 The company implements grade management on the service quality of couriers, and the camping department evaluates the service quality of couriers according to relevant records to determine the service quality grade of couriers, which is divided into three grades: A, B and C from high to low. The service quality level is dynamically managed, and the corresponding rewards and punishments are stipulated in the relevant provisions of the express delivery management system.

Chapter III Continuous Improvement

Article 1 The company office should pay attention to the service process and everything, praise the advanced and exposed in time through the company website, short messages, internal publications, trade publications, bulletin boards and other carriers, create and maintain a positive corporate culture atmosphere, and encourage employees to pursue Excellence.

Article 2 The office, human resources department, customer service department, information service department and other relevant departments should actively plan and seriously organize corresponding activities according to the actual situation in different periods, so as to maintain the vitality of the company and promote the continuous improvement of service quality.

Article 3 The customer service department shall formulate a feasible service quality information investigation scheme and jointly implement it with the information service department. The time interval of information investigation should meet the needs of the company to obtain periodic service quality feedback information in time.

Article 4 The company shall designate a special person to watch the public forum of the company's public website, conduct public communication, screen and summarize effective information for reference when formulating improvement measures.

Article 5 Establish a system of team affairs meetings and company work regular meetings to provide a platform for internal communication and mutual teaching and learning. Managers at all levels should use their brains and make full use of this platform to improve the overall service quality.

Article 6 The Human Resources Department should give full play to its subjective initiative, go deep into the front line to find the training demand, organize and implement targeted training to meet this demand according to the actual situation on the basis of analysis, and verify the training effect.

Chapter IV Others

Article 1 When the environmental conditions or defects confirmed by formal review change, they can be modified with the approval of the general manager.

Article 2 Where the contents of this system conflict with national laws, local regulations and trade rules, the national laws, local regulations and trade rules shall prevail.

Article 3 The general manager's office of the company shall be responsible for the interpretation of this system.

Article 4 This system shall be implemented as of the date of promulgation.