染雾物流客服实习报告 篇一
实习单位：某物流公司
实习时间：2021年6月1日-2021年8月31日
一、实习背景
本次实习是我大学物流管理专业的一次实践机会，我选择了某物流公司作为我的实习单位。这家公司是一家专注于国内物流运输的企业，拥有强大的物流配送能力和优秀的客户服务团队。我希望通过实习能够提升自己的专业能力，了解物流行业的运营流程和客户服务的实际操作。
二、实习内容
1. 客户服务接待
在实习期间，我主要负责接待客户的来电和来访，了解他们的需求并提供解决方案。通过与客户的沟通，我学会了如何倾听客户的问题和意见，并及时回应和解决他们的困扰。我也积极参与团队会议和培训，学习如何更好地与客户沟通和处理问题。
2. 订单处理和跟踪
作为物流客服，我还负责处理客户的订单，并跟踪订单的进展情况。在处理订单时，我需要仔细核对客户提供的信息，确保订单的准确性和完整性。同时，我也需要与仓库和运输团队紧密合作，确保订单能够按时送达客户。
3. 投诉处理
在物流行业，客户投诉是难以避免的。作为物流客服，我需要积极应对客户的投诉，并与相关部门协调解决问题。通过处理投诉，我学会了如何保持冷静并妥善处理复杂的情况，同时也提高了解决问题的能力。
三、实习收获
通过这次实习，我对物流行业的运营流程和客户服务有了更深入的了解。我学会了如何与客户建立良好的沟通和合作关系，提升了我的沟通和协调能力。我也更加了解客户的需求和期望，能够根据他们的需求提供更优质的服务。此外，我还学到了团队合作的重要性，通过与团队成员的合作，我能够更好地完成任务和解决问题。
四、实习总结
通过这次物流客服实习，我不仅提升了自己的专业能力，还锻炼了我的沟通和解决问题的能力。我感谢实习单位给予我这次宝贵的机会，让我能够更好地了解和适应物流行业的工作环境。我会继续努力学习和提升自己，为将来的物流职业发展打下坚实的基础。
物流客服实习报告 篇二
实习单位：某物流公司
实习时间：2021年6月1日-2021年8月31日
一、实习背景
在大学期间，我选择了物流管理专业，因为我对物流行业的发展前景和挑战性非常感兴趣。为了更好地了解物流行业的运营和客户服务，我选择了某物流公司作为我的实习单位。这家公司是一家国内知名的物流企业，拥有丰富的运输资源和先进的物流管理系统。
二、实习内容
1. 物流运输管理
作为物流客服实习生，我参与了公司的物流运输管理工作。我负责跟踪货物的运输情况，确保货物能够按时送达目的地。在实习期间，我学会了如何有效地安排运输路线和运力资源，提高物流运输的效率和准确性。
2. 客户满意度调查
为了提高客户满意度，我参与了客户满意度调查的工作。通过电话和网络调查，我与客户进行了沟通，了解他们的意见和建议。通过客户满意度调查，我了解到客户对我们的服务的评价和需求，为我们改进和优化服务提供了重要的参考。
3. 数据分析和报告撰写
在实习期间，我还负责对物流运输数据进行分析和整理，并撰写相应的报告。通过对数据的分析，我能够及时发现问题和提出改进措施。通过撰写报告，我提高了自己的数据分析和报告写作能力。
三、实习收获
通过这次物流客服实习，我深刻理解了物流行业的复杂性和挑战性。我学会了如何与客户进行有效的沟通和合作，提高了我的沟通和协调能力。我也更加了解了物流运输的流程和要求，提高了我的运输管理和问题解决能力。同时，我还学到了如何处理大量数据和撰写专业报告的技巧，提升了我的数据分析和报告写作能力。
四、实习总结
通过这次物流客服实习，我不仅提升了自己的专业能力，还增加了自己的工作经验和人际交往能力。我感谢实习单位给予我这次宝贵的机会，让我能够更好地了解和适应物流行业的工作环境。我会继续努力学习和提升自己，为将来的物流职业发展打下坚实的基础。
物流客服实习报告 篇三
2017-11-06 02:33:06 | #1楼回目录
湖南商学院北津学院专业实习报告
经过大学三年生活的洗礼，我们也终于要踏入社会了。在大学课堂上，我们学到了很多东西，但是那个太理论化了，要想运用于实践，就要在工作上好好历练一下，为以后的工作打下基矗所以，我们就有将近50天的实习时间，所以，我在湖南天骄物流信息科技有限公司找到了一份客服文员的工作。在这个职位上，不懂的人会觉得它是个很容易的工作，一开始我也是这样认为的，但是，经过一段时间的工作，让我觉得这不仅是一个脑力活，还是一个体力活。
一、实习的内容
职位：物流客服
实习的时间：2016年7月10号到2016年8月25号
实习的地点：湖南天骄物流信息科技有限公司
实习的目的：了解长沙的物流市场及学习物流工作的流程，锻炼自己的语言交际能力，培养团队精神同时将理论与实践有机的结合，并从实际中进一步学习和理解物流的内涵与外延。
岗位的职责：了解客户出现的问题并且解决他们所遇到的难题。
公司的简介：湖南天骄物流科技有限公司成立于1995年，是一家横跨电子商务和现代物流两个领域，并专注于物流行业公共信息服务系统建设及互联网增值业务开发的高科技企业，也是湖南省唯一一家专业从事物流公共服务系统的龙头企业。目前公司开发的主要产品有：天骄物流电子名片网，天骄物流诚信服务网，VOIP网络电话系统等多项业务。至今已承担起湖南省物流行业信息化建设的重任。公司的企业文化是以倡导以客户为中心，以成果为导向的核心价值观；营造着尊重、学习、融合、快乐的文化氛围。公司还会其人才需求或员工个人职业生涯规划，设计各类课程或与国内相关培训公司签订协议，定期对公司员工开展培训。公司觉得进入天骄公司的员工，走出天骄公司后一定是行业内的精英人才。天骄公司的卓越经理人培训计划是公司企业文化的一部分，并与国内有名的管理团队
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湖南商学院北津学院专业实习报告
培训公司签订了定向培训协议，为公司的发展提供了有效地管理支持，也为公司发展提供了源动力。要打造中国物流公共服务第一品牌！
二、实习的过程
在进入公司的第一天就进行了几天的岗前培训。因为公司的产品很多，我们要学的东西很多，而且又要懂得很透彻，也要熟练操作一些系统，基本上不能准时上班，又是会宿舍了还要背一些东西。除了这些业务上的学习，还有就是要学习怎么说话，学会保持良好的声线，还要做药要客户满意。
正式工作的时候，还是会觉得有点力不从心的，所以还是有很多的东西是需要学习的。不过，不懂的还是需要问前辈的。刚开始会觉得特别紧张，不敢讲话，口语化得词语也很多，而且也会因为专业化的知识不是非常熟悉，系统的操作也不熟练，这回导致有许多的客户不满意，这会降低客户的满意度。不过经过一段时间的锻炼，自己也慢慢的熟悉了这个岗位的职责，自己也会解决一些客户提出的问题。在此次实习中，主要内容有一下的工作内容：
1、回访电话：根据档案资料，定期向客户进行电话跟踪服务定期向客户。询问有关产品的使用情况，对我们公司的产品性能进行评价和促销员的态度，也可以针对一些产品进行合理使用的建议，做好跟踪服务的记录和统计。我们在回访电话前要做好充分的准备，要有针对性，不能漫无主题，要简明扼要，发生潜在性的服务消费需求的时候，及时向领导汇报。
2、客户的咨询解答与投诉处理
客户电话咨询有关的维修业务问题，并留意记下客户的工作地址、单位、联系电话，以便以后的联系。在此过程中，我们要认真听客户的意见，并做好记录，听完意见后，立即给与答复，如不能立即处理的，应先向客户致意，表示歉意并明确表示下次的答复时间，处理投诉时，不能主观臆断，要冷静的处理。
三、实习的收获
1、实习的心得
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其实，客服是一个可以尝便酸甜苦辣的地方，从开始什么都不会，跟客户都不知道怎么说，到现在有一点经验，这个也算是一种磨砺。可以锻炼一个人的耐心，不管自己的心情如何，都要把自己最好的一面展现在客户的面前。
做客服要有一定的基本功，三个基本功是不可缺少的。首先，必须要有一个好心态，一个积极向上的乐观的心态，这是做任何事情都需要的，其次专业知识必不可少，知识是要不断的积累的，一个使我们公司产品，我们要非常熟悉他们，这样我们才能做到有问必答，还有就是要懂得我们作为客服的知识，要了解他的规章制度，更好的知道我们的义务权限，为客户提高更好的服务。同时在必要的时候，还可以用这些规定来捍卫我们的利益，再就是有一个良好的沟通。还有就是要及时的检讨一下自己，从开始到现在，自己有什么样的进步，犯过什么样的错误，成为最好的客服，究竟有多远。
我们的客户也有好几种类型，总结一下，一共有三类：一类是不了解型：这类客户知识缺乏、疑问多、依赖性也很强。这就需要我们懂得东西很多了，而且还要有足够的耐心，切忌简单粗暴，一问三不知。一类是专家型的：这类客户知识面广、自主性强，我们只要全程配合他们和适当的建议，切忌答非所问，不懂装懂。一类是半知半解型，这类客户略知一二，比较主观而且容易主观，我们要有条不紊的对客户的问题进行详细的解答，切忌固执己见，争强好胜。当然，对于一些非常挑剔的客户，有必要把售后可能产生的问题，提前告知，要他自己决定购买与否。
除了工作外，在与同事的相处中，也要注意很多的事项，刚进入公司的我们要学会低调，有什么不懂的问题要多问问，态度要好，不要总拿乔，觉得自己很厉害什么都懂得样子，这样的你会被大家给孤立的。在交谈中，最重要的是要待人以诚，让别人觉得你这个朋友是值得交的。在发生一些错误的时候，都要首先想到是不是自己做错了，如果没有发现，就需要学学换位思考下，体会一下对方的感受。
在这次实习中，也让我自身得到一些提升。。首先是个人角色的转换与
整个人际关系的变换：我们从学校里的学生变成了未知领域的里从头开始学的学生，这就需要我们学的东西很多，而不是纯理论化的啦，所以我也相信时间和实践让我会很快完成角色的转换，真正融入到这个大社会。其次在语言运用能力有了很大的提高，。再次，不要把自己要求太高，因为期望越高，失望就会越大，但适当的期望和希望还是必要的。
2、客服中存在的问题
物流客服在企业中是非常重要的，物流客服是指物流企业为促进其产品或服务的销售，发生在客户与物流企业之间的相互行为，在向客户提供服务的过程将把价值附加到交换的产品和服务中心去。公司致力于开展客服工作，但是要提高物流客服水平和客户的满意度，为客户提供最优质、最有效的物流服务，打造一个优秀的物流企业形象。
随着行业观念的转变，再加上市场的竞争越来越激烈，如何让提高客户的满意度，提高物流企业的客户服务水平，成为了公司迫切需要去研究和解决的重要课题。
物流公司在客户服我存在的问题有几点：首先，售后服务存在的问题，企业要想长期盈利，走向强盛，就要赢得永久的顾客，保持顾客的忠诚度，提高顾客满意度。企业在实施这一举措中，满意的售后服务便是成功的法宝之一。海尔、联想、长虹等之所以成为受消费者欢迎的品牌，有一个很重要的原因就是包括售后服务在内的优质服务做得好。公司的售后服务做的还是不够，没有牢固地把握顾客，客户信息管理混乱，信息不统一共享，另外公司不能及时地想客户所想，快速反应能力差，不能提供客户所需的服务。其次，不理解与客户之间的关系，作为一个物流服务供应商如果没有长期的客户将是一件很可怕的事情。不能真正理解到自己与客户之间的关系，在交易完成后只把这次交易当做是单次交易，没有意识到应该与客户长期合作，也就是公司与客户间缺少建立良好战略同盟关系的意识。再有，客户部门与客户之间缺少沟通，当一次交易结束后，企业就应该及时得到客户的态度，如客户是对自己的服务的态度是怎么样的，好在哪里，不足之处又有哪些，哪些环节是需要改进的。我觉得在这方面，联想是做
的非常好的，他们会在交易完成后询问他们的服务的好坏，公司还需要多多向他们学习。工作人员也缺少主动性，不主动与客户进行沟通，导致了一些客户的流失。
对于公司来说，客服这一行业的性质会限定员工的内部晋升路线，故而，这会难以满足员工自身成长的需要，会导致员工的流失，员工的辞职率也是会大大提高的。这是所有公司客服中都会存在的问题，一是由于这个工作的性质的枯燥，他决定了狠毒员工都不会过久的从事这份工作，这其实也是需要承受很大的压力的。我觉得公司可以尽有可能多的为员工提供一些福利保障，加强公司内部的凝聚力，从而降低员工的去职率。
四、实习的总结
人各有不同的选择，而我选择了客户服务这个行业。对我而言，这是一项挑战和一个新的学习机会，在这里可以接触到很多新的知识，懂得如何面对客户，学习了客户的关系管理。不断完善自我，丰富自己的人生。我们作为客服，我们了解了客户的需要，尽量为客户解决他们所遇到的难题、投诉、建议我都一用心聆听，每次我们都要尽我们所能为客户解决问题，使他们满意。在这里，也认识到了很多同事，也体会到了团队合作心得，不断的提升彼此的知识。这份工作带给我宝贵的知识和满足感，也锻炼出语言的沟通技巧。
物流公司客服实习报告
2017-11-06 02:31:38 | #2楼回目录
实习时间：2016年11月10日——2016年3月5日
实习地点：广西xx物流有限责任公司(客服部)
实习目的：了解广西的物流市场及学习物流工作的流程，锻炼自己的语言交际能力，培养团队精神同时将理论与实践有机的结合，并从实际中进一步学习和理解物流的内涵与外延。
物流客户服务是指物流企业为促进其产品或服务的销售，发生在客户与物流企业之间的相互行为，在向客户提供服务的过程将把价值附加到交换的产品和服务中去。xx物流致力于开展客户服务工作，公司在业务拓展、市场推广、品牌打造等方面都取得了很大的成效，为此公司决定通过不断提高物流客户服务水平，继续为客户提供最优质、最有效的物流服务，在南宁市、广西全区乃至全国树立起广泛的影响，实力打造一个优秀的物流企业形象。
随着行业观念的转变，再加上市场竞争越演越烈，如何提高客户的满意度，提高物流企业的客户服务水平，成为xx物流企业迫切需要去研究和解决的重要课题！
xx物流在客户服务中存在的问题
1、售后服务存在问题
企业要想长期盈利，走向强盛，就要赢得永久顾客，保持顾客忠诚度，提高顾客满意度。企业在实施这一举措中，满意的售后服务便是成功法宝之一。海尔、联想、长虹、格兰仕等之所以成为受消费者的品牌，有一个很重要的原因就是包括售后服务在内的优质服务做得好。xx物流的售后服务做的还是不够，没能牢固地把持客户；客户信息管理混乱，信息不统一和共享；另外，公司不能及时地想客户所想，快速反应能力差，不能提供客户所需的服务。
2、不理解与客户之间的关系
作为一个物流服务供应商，如果没有长期的客户将是一件很可怕的事情。不能真正理解到自己与客户之间的关系，在交易完成后只把其当作是单次交易，没有意识到应该与客户长期合作，也就是公司与客户间缺少建立良好战略同盟关系的意识。
3、客户部门与客户之间缺少沟通
当一次交易结束后，企业就应该及时得到客户的态度，如客户是对自己的服务的态度是怎样的，好在哪里，不足之处又是哪些，哪些环节需要改进。工作人
1
员缺少工作主动性，不主动与客户进行沟通，不能及时了解客户的心声，导致了一些客户的流失
2
物流公司实习报告(客服部)
2017-11-06 02:31:58 | #3楼回目录
Internship
Section A Description of the Internship Project
Background and Theories
With the development of economy, the life standard of people is better and better. And the service industry plays an important role in this way. As referring the service industry, we have to say something about logistics, which does not only stimulate the development of economy, but also provides convenience for people. During my university learning, I learned much knowledge about logistics, which made me master profound professional knowledge and skills and paved the wider road for my future career. Besides, I have also learned much knowledge about leadership. As we all know, leadership is a quality, no matter which career you will take, you should have the quality being helpful to your development.
During my study, I learned some theories about leadership. Directive leadership, which means the leader cam give the clear plan and goals which can make the followers to carry their task without confusion. Supportive leadership, which means the leader must master knowledge and can give the support when the followers are in troubles and so on. Interpersonal leadership, which means the leader should have the EQ, and take care his followers emotion or give them enough careness. Participation leadership, which means the leader should communicate with his followers and can ask for help or advice from his followers. While, I think I master the qualities and know about my strength and weakness. I am outgoing and willing to communicate with others. I am also sensitive and can observe my emotions change and others. And I am also thoughtful and care my colleagues, all which made my internship succeed.
About Company and My Position
Shenyang Fuyun transport company was founded in 2005. It mainly transport the goods in Liaoning Province, whose nets cover all the cities and counties. And now it is developing to Hei longjiang and Ji lin province. The company possesses creative
work, practical attitude and sincere service, which won the good reputation for the company. It is the decisive factor to hold strict quality management for the company, in the fierce competition, which can promote the development for the company. Since the company founded, it insisted the rule, that is honesty creates quality and its management idea are professionalization, standardization and dimension. The management aim are being corporate citizen, creating flags and for people better life. Besides, it also imported modern logistics management idea to promote the development of company.In this company, I work in customer service, being as an assistant. Customer service is very important in in logistics. It is an interactive behavior happening between the customers and logistic company in order to promote production or service, and during the proceof providing service for customers, it will add the value on the exchange of product and service. Fuyun logistic concentrates on customer service,. In addition, it also gained achievements on businedevelopment, market development and brand development. It has a good reputation in Shenyang, which takes an good example for others company. With the competition goes on, the company will be pay more attention on customer service to increase the satisfaction extent of customers. So the position I am at is very important.Section B learning outcomes Proceof understanding my job As a new comer, what I should do is to understanding my job. First is training, both in idea and practice. When I came to the company first, I felt a little nervous, even though I have the theories but it was the first time to practice. Mrs zhang was my master. She arranged all my things and took me to my office and gave me the things that I used in my latter work, all which made relax. Afternoon, I had a training, which was about how to be a qualified customer servant. She told me there were four steps I must remembered. First, I must pose correctly my attitude, which meant I must trust
what customers said and they did not find troubles deliberately. Second, I must create a trust relationship between customers and I, and I can stand the customers position to consider problem. Third, I must get the information accurately to specify thr customers need and expectation. Fourth, I must take actions to help the customers to satisfy the customers. She also told me the perfect ability of dealing with problems can make good expression on customers, which can make the customer trust the company and to increase the credit of company. Generally speaking, there were three aspects of customers need: value, system and person. When the customers felt htere was lack on the quantities and qualities ofproduct or service, they would turn to value aspect. It was the end of the proceand the goals of company to meet the customers need. So the customers service can reflect the ability of the company. What she said I did my best to remember in my heart. During the training, I would ask her if I was confused. The next day, she taught me how to communicate with customers practically and how to deal with similar things and how to use the instruments. At that time, she was dealing with a things, so I observed her attitude and behaviors, and knew how to do the whole things in my latter work.
Related theories
I have learned many leaderships. First, I must say Mrs zhang was a directive leader and interpersonal leader. She knew what she would do and how to do. She could gave me clear direction and specified explanation about what I should do. During the training, she could teach me step by step and was not worried to come to the end. She made me master the whole proceof the work. Besides, she was also interpersonal leadership. She could feel my confusion and m
y worry and consoled me to make me adapt to the new work condition as soon as possible and get rid of my anxiety. And as for me, I used the listening skills to listen to the master and also I used the communication skills when I met difficulties.
Connection with Self-Assessment Paper
Connecting with my self-assessment paper, I am good at communicating. communication skills and flexibility are my strengths which were performed during the proceof understanding my job. Of course, I have also corrected my weaknesses . I can not control my emotion perfectly and I do not have enough patience to listen to others. These weaknesses are the obstacles of my personal development.
In fact, I hate doing boring things like writing some things or modify some files or deal with some troubles. But, after learning from Mrs zhang, I changed my attitude and made progrein my latter internship.
Vision and mission
As an apprentice, I was an assistant of the manager first, what I should was to prepare communication information and files to customers. And I would also took notes when we held meeting. After a month, my job was changed. I began to deal with the problems from customers. During the work, I met difficulties too, which were solved under the help of colleagues and Mrs zhang.
To begin with, I work as an assistant. Everyday, I will provided information and files to other colleagues. I work very carefully, but there was always thing that out of expectation. One day afternoon, I just began my work, which was to arrange the files or advice before. Because I was a little sleepy, I prepared a cup of coffee. When I was arranging the files and the phone rang, when I answered the phone, I knocked the cup, so the coffee splashed the files, I was worried to clear up the desk and files. At that moment, Mrs zhang came here, she saw me upset, and I was stunned and she said no matter what happened, there would be keys to solve. And did not hide the fact and just be honest. I knew what I should do to admit the mistake that I took. As the result, I was not punished, they forgave me. Later, I was familiar with the work and I work very carefully and no matter what happened, I would chose facing not avoid and I would take the responsibility.
Beside, our leader saw my mature and thought I was familiar with the work and I
could deal with the problems from customers, which made me more confident and I felt the responsibility I would take. During the customer service, I learned more I could not learned from books. And I also knew how to communicate with customers, if the problems were really ours what should we do. Sometimes I would also meet problems that I could not solve because I lacked experience, but all of my leaders and colleagues would help me to solve them. Some customers were very kind and they would listen to our explanation and if it was not our problem they would understand us, which would have a happy ending. While, there would also some customers, no matter what I did, they would not be satisfied. At this moment, I would ask help for leaders. Just like this, I would do everything that I should do. During the work, I also won the customers praise and the leader was happy to my performance. Of course, no one is perfect, I would be out of control of my emotion. Once, I was not patient with the customer and later I realized my fault and apologized to my customer. Because my attitude was sincere and I was also apprentice and he was also regular customer, this thing was solved happily. But I knew I would not luck each time like this. In addition, I would also communicate with my colleagues to talk something about work and family. If they need help to do something, I would help without hesitation, which also help me build a good relationship.
Related leadership theories
During the internship, I learned the leadership from my leaders and also used leadership in my work. First, I saw the supportive leadership. Our leader possessed profound knowledge and he could give us guide and when we met difficulties. If we could not deal with the problem between us and customers, he would solve by himself, he could always solve the problem happily, which made us admire him and respect him deeply. And I also saw the trust I think it was the aspect that I should learn, which can make the followers follow you without any suspicion. Besides, I possessed the honesty. Honesty is important for us to set your position. During my work. I made mistakes and Icould be honest to admit and apologized, which did not make me punished but also won the praise. In addition, during the work, I would always meet
difficulties and I would ask for help from my colleagues, which was not losing face, but learning process. I am full of empathy. I am sensitive, I could feel others emotion. And I would to talk with them to help them. All these theories were used in my work and I felt the meaning of applying what you have learned to the practice.
Others harvests
During my internship, I learned many qualities and used my qualities of leadership. During the absence of my colleague and I take over her work, it was confidence and team work spirit that made me succeed. When I took over the work of my colleague, I had pressure first. Because I was not familiar with his work and his partners and customers I should be familiar first. But I am a confident person, I believed that I could do well. Just my confidence made my partners appropriate and felt I was qualified. During that period, I did my best to learn and to communicate with my colleagues and customers, which made me build better interpersonal relationship. They all liked me and were willing to work with me. When I met problems, we would come together to come up with solutions and each time we could do the best and for which our group won the award of company. In the spare time, Imay hold a party, we have dinner or play together, which narrowed our distance and made us be like a family and which also be good for team work.
Section C Conclusions
Gains and lessons
In the internship, I have many gains. First, my attitude was changed. As I said before, I did not want to do the tiny task and I did not like the major. But during the internship, the experience that I really took part in the job and communication with colleagues, which made me so happy and found that I really liked the job. Second, I really applied what I have learned in my job. The logistic theories and leaderships were all applied. And I had also knew theory was not the same as practice, which should be flexible. I learned from my leader how to be a qualified leader. You should master professional knowledge which can be used to give the guide to your followers. You must be good
at communicating. Which could narrow the distance between you and the followers and be good for the development of the company. You should be confident with yourself, which can encourage your followers. You must give the opportunity to your followers to make them expretheir suggestions which is a performance to respect and trust them and will make the followers feel their value realized and they will make their best to work. You must be possethe high EQ, which will make you kind in the followers hearts.
Besides, to my majors, I knew further. If the company wants to go long, it must win the customers trust and keep the loyalty to the customers. While the key to do this is the good customer service.Why are those big brands welcomed by customers, beside the good product quality, the good customer service is also an important role. Fuyun has the best customer service, so it can attract more customers. They have good customers information management system. And it also can consider the customers nee. What’s more, as a supply of logistic, it is impossible to succeed without the long term customers. So it must be pose the relationship between the company and customers correctly. In addition, communication. It is neccessary to communicate with customers in time. After the company completes one trade, it must realize the attitude of customers. And if there was shortcomings, modify to reach the customers satisfactions.
Third, I was improved about my weakness. Sometimes I will be out of control of my emotions. I will work with my emotions or I will be not patient with the customers, which are bad for the company development. While during the work and the help with the leader and colleagues, I will turn to the customers position to consider things. And I changed the weaknestep by step. Besides, I .am not good at computer and those office software. But, because of the need of work, I must face computer everyday to make tables or to connect customers or work arrangements. Now, I dare say general computer questions can not make me confused, which is also a skills that I should master.
During the internship, I learned a lot. Some majors knowledge and some leadership and some interpersonal relationship. I know deeply about my self. My strengths and weaknesses. From the mistakes that I made, I also got the lessons, I think all these will be the valuable fortune for my future.
Acknowledgment
In my period of internship, I must thank many people. First is Mrs zhang, it is she who led me to the work and gave me the specified training, which had very profound influence on my internship. She also helped me with my former and latter work, which helped me be out of trouble. Second is my leader. He forgave all my mistakes and often gave opportunity to make me more confident and to perform myself, all these made me apply what I have learned in school into the company and the succethat I achieved was confirmed by him and I became more and more found of the work. Third are my colleagues. It was they who helped me in my work and communicate and shared their experiences with me, which made me feel I am not lonely and Ian really in the family. Fourth are my customers. It was they who support my work and it was also they who forgave my fault, all which made me grow up. I should also thank for my teachers who taught my knowledge and gave more advice about my internship. Suggestions for the company
Fu yun company also need to develop and it also has shortcomings. How does t do to overcome these and develop further? I have my ideas and suggestions.
First, providing the whole service for customers after trade, which includes analysis tables monthly. For example, the quantities of sending goods and cars or vans and the sound goods to give the customers as example. Providing the season tables with the different areas, prospective and decrease tendency and accuracy, timelessnerateand so on. Comparing the customers goals to decide the developing goals. Providing compensation to the sue of customers.
Second,building strategies partner with customers. In this aspect, the company should improve service gradually to meet the customers need. It should decrease the
cost according to creative and outstanding plans. It also cooperate the customers and to achieve the zero storage of customers. The interdependent and interactional relationship make customer and Fu yun logistics become the new community of interests. So the company should pay more attention to the customer's voice, as far as possible to meet customer requirements, it should also show a case to the customer if they cannot do, so it can show the carenefor the sake of customers, the customer interests from the sides.
Customer service is an important enterprise departments.When there is friction between the customer and company, it must be handled in time to reduce the loto the lowest extent. Fuyun logistics customer service departments can coordinate the relationship between the enterprise inside and outside and ensure the smooth progrein business.Because not every businecan be smoothly progress, even if the plan has good project , it is also likely to go wrong, when a link appear antinomy, Fuyun logistics should be sorrow and the sorrow of "customer first", and complete the related work to deal with error link and take the initiative to communicate with customers, negotiate and find out the best solution to solve the problem.When problems arise, the customer first is likely to be found in the customer service department, so the customer service staff should be aware of the focus of the service is to solve the problem, not to shirk responsibility. Service position is standing in customer's position to consider, and not just act on behalf of our company, in view of the actual situation, in part to maintain the interests of the company at the same time, with the principle of empathy, providing customers with personalized service, make customers feel you are special one consideration for him, regard him as a VIP.Let customers understand you and the company offered him high quality service, rather than the others, and thank the customer to choose the Fuyun logistics services.
With the mature of the concept of logistics, the logistics industry in our country is in continuous development. People increasingly realize that customer service has
become the logistics system, and even the keys to successful operation of entire enterprise are to improve the competitive advantage of products and services. Logistics enterprises in our country recognize the connotation of the customer, in-depth understanding of service essence, because of the economic globalization today, who can seize the customer, who can be in an impregnable position in the intense market competition. And how to improve the quality of logistics customer service, how to speed up the development of logistics industry to make the logistics enterprises in our country be in an impregnable position in the global logistics market competition, are still to be constantly thinking.
Personal plan
In my heart, I want to possea company and I think I would be a qualified leader. First, I will make my company more modern and have a specified system. And my followers and I should be responsible and be knowledgeable. And we must be trained professionally. Besides, I will be supportive and directive. And I will also communicate with my followers and to cultivate others to give the award or position they deserve. And I will also pay more attention to the team spirit. I will make my company modern and full of empathy, friendship and be like a family.
Section D Appendix
Three internship diaries
星期 月份，年
I received a phone call yesterday, I would go to Fuyun transport logistics to work and then began my internship career. I am really nervous to go to a completely unfamiliar industry, to do the first job. I am going to think what to do,but I really have no idea . After all, it is the first internship, no matter how you must do it well. Today is the first day, I get up in the early morning. I want to take a bus to work, but I can not find the location of the bus! When I answeredthe phone yesterday , it is close to my home, so I did not ask about further. I waste much time to find the bus stop. when I get to
work, I am full of sweat, looking at the clock, luckily not late. There is a simple meeting and I was told I would have a training. And I met Mrs zhang, who is so kind that my anxiety and confusion disappear.
星期 月份，年
It is a whole day of work, I have been here for a week, and I learned a lot of things in the interpersonal communication. it itself can learn a lot of things, both technical and personal communication skills. The manager asked me to help him the input form in the afternoon, because of my carelessness, an index to the wrong number, which led to data error and being sent to client.Having to play it again and then sent to the customer and apologized to somebody else.Carelein school may not be taken into considerations before, but it really was not a good habit.It's depressing day.
星期 月份，年
There's nothing to write.Maybe it is a fresh strength in the past.Practice life finally began to repeat after two weeks.I work a lot, and with high quality.By the way,I'm going to write about the small incident today.In my opinion, completely it is unlucky for users but unreasonable blame blame my colleague. Perhaps encountering such person too much, she still calmly communicated with the customer. Suddenly I feel quite distressed. she's a little thin and so kind and speak so meek. Idon't have the patience to explain. I've always wanted to persuade her, or to comfort her, but she is stronger than I imagined. Maybe I should learn from her.
