The copyright belongs to the China Postal Express & Logistics pany | In April, 2012 1 The copyright belongs to the China Postal Express & Logistics pany | In April, 2012 中国邮政速递物流股份有限公司网络运行部邮政特快专递揽收投递服务规范 The copyright belongs to the China Postal Express & Logistics pany | In April, 2012 2纲要 The copyright belongs to the China Postal Express & Logistics pany | In April, 2012 3引言 The copyright belongs to the China Postal Express & Logistics pany | In April, 2012 4 星巴克卖什么? 咖啡? NO !是咖啡文化和休闲! 劳力士卖什么? 手表? NO !是奢华的感觉和自信! 我们卖什么? 优质的寄递服务! The copyright belongs to the China Postal Express & Logistics pany | In April, 2012 5戏谈视频故事:周立波《客服》片断 The copyright belongs to the China Postal Express & Logistics pany | In April, 2012 6 周立波《客服》片断 The copyright belongs to the China Postal Express & Logistics pany | In April, 2012 7什么是服务? 服务是具有无形特征却可给人带来某种利益或满足感的可供有偿转让的一种或一系列活动。 The copyright belongs to the China Postal Express & Logistics pany | In April, 2012 8服务的表现形式?在顾客提供的有形产品上所完成的活动: 对客户提供物品或文件的寄递等?在顾客提供的无形产品上所完成的活动: 视频故事: DHL : We The copyright belongs to the China Postal Express & Logistics pany | In April, 2012 9 DHL : We The copyright belongs to the China Postal Express & Logistics pany | In April, 2012 10服务的表现形式?在顾客提供的有形产品上所完成的活动: 对客户提供物品或文件的寄递等?在顾客提供的无形产品上所完成的活动: “思乡月”营销活动传递思乡之情等?商家对顾客无形产品的交付: 提供邮件信息跟踪查询服务等?商家为顾客创造氛围: 舒适的服务场所、良好的服务态度等
