服务塑品牌，标准促转型——记转型下的中海集运客服标准化

Standardization of Client Services in Transforming China Shipping Container Lines

为在全球形成“安全，标准，高效”的一体化服务，让客户营销和客户维护无缝衔接，市场和操作有机结合，逐步实现全球范围和运输全过程的客服标准化。通过规范流程和精细化管理，将客服标准化项目推进分为动员、推进、验收3个阶段。服务创新以客户为中心，变被动服务为主动服务，跟上客户满意度提升的步伐，给予VIP客户更多的关注，让20％的客户创造80％的利益。

The standardization of client services, which allows seamlessly linking marketing and client maintenance and integra- ting marketing and operation, is carried out in China Shipping Container Lines to deliver safe, standardized and efficienf serv- ices worldwide and through the process. Focused on standardizing the process and refining the management, the standardization project was carried out in three steps： mobilization, implementation and final inspection. The new client--oriented service sys- tem makes passive services active through tracking the client satisfaction index. Focusing on right clients, the business will make more profit as the saying 80% profit from the 20% clients.