1、terms and definitionsThe following terms and definitions apply to this standard.2.1 express service
2、1.1Express service express service; courier serviceThe quickly famous site, transportation, d髫潋啜缅elivery send individually packaged, express ( 2.2.1 ) or other do not need to store goods, according to the time commitment is delivered to the recipient or designated locations, and get the receipt of delivery service
3、1.2Urban Express Service Urban Express ServiceThe sender and recipient in the mainland of the people's Republic of China in the same city express service
4、1.3Domestic express service inland express serviceThe sender and recipient respectively in the mainland of the people's Republic of China in different city courier service
5、1.4Hong Kong and Macao express service Hong Kong and Macao express serviceThe sender and recipient respectively, express service in the people's Republic of China mainland and Hongkong, Macao area
6、1.5Taiwan express service Taiwan express serviceThe sender and recipient respectively, express service in the people's Republic of China mainland and Taiwan region
7、1.6International express delivery service international express serviceThe sender and recipient respectively, express service in the people's Republic of China and other countries or regions
8、2 Express2.2.1Express Express itemsReferred to as the express service organization posting and packaging intact letters and parcels delivery of goods in accordance with the law
9、2.2Internal contentsInformation carrier and customer delivery of the goodsThe 2.3 service links
10、3.1The receiving and sending pick upCollectionTakeThe express service provider receiving express, and keep the sender to fill in the express waybill ( 2.4.1 ) process
11、3.2Delivery of deliveryDeliverySend aThe express service provider will express delivery to the recipient or a designated place and get the receipt ( 2.3.3 ) process
12、3.3The sign sign inCustomer ( recipient ) express the acceptance and sign on the express waybill effective document behavior2.4 Service Documents
13、4.1Express waybill express waybillThe express waybillFor recording express original posting information and service contract documents
14、general3.1 timelinessExpress delivery time should not exceed the express service organization commitment of service time.
15、2 accuracyThe express service provider shall express delivery to address and recipient receiving agreed.
16、3 衡痕贤伎securitySafety of express service mainly includes:A ) express sh锾攒揉敫all not harm the country, organization, the safety of citizens;B ) express service organization should be through a variety of security measures to protect the safety of express and service personnel, at the same time should not cause harm to each other in providing service to the customer;C ) in addition to meet the needs of national security, public security organs, express service organization should not be related information recipients and express leakage and misappropriation of the sender, the.
17、4 convenienceExpress service organization in the service places, arranging business hours, to provide door-to-door service should be convenient for the customer service.
18、3 social responsibility4.3.1 environmental protectionExpress service organization should establish the concept of environmental protection, to meet the requirements of environmental protection in the package, service vehicles, service establishments, work environment etc.
19、3.2 staff developmentExpress service organization should establish employee development plan, provide professional training and occupation skill training, promoting staff growth.
20、4 service timeExpress service time refers to the courier service organization from posting, to the first delivery time interval.In addition to customers have special agreement ( such as remote areas), service time limit shall meet the following requirements:A ) city courier service within 24 hours;B ) domestic express service within 72 hours.
21、query mode and time limit;Customer and express service organization of mutual rights and responsibilities; including the solutions generated controversy customer and express service organization: customers with express service organization consultation, complaints, consumer rights protection organization, to appeal to the administrative department to an arbitration institution for arbitration, to the people's court etc.
22、service improvement6.1 basic principlesExpress service organization to deal with customer satisfaction and customer complaints statistics and analysis, improve service levels, to achieve the purpose of improving service quality.
23、2 customer satisfactionExpress service organization should measure 艘早祓胂customer satisfaction, find the potential customer demand, improve service quality.Express service organization should collect customer satisfaction information, collection methods mainly include:A ) issuing questionnaires to the customer;B ) communicate with customers directly;C ) collection of reports in various media;D ) consumer protection organization reflects the situation;Other e ).
24、Customer satisfactio艘绒庳焰n assessment procedures shall include: summ锾攒揉敫ary customer satisfaction information, was analyzed by appropriate statistical techniques, to determine the degree of customer satisfaction, find the expected service and provide customers with the gaps and formulate measures for improvement.
25、3 customer complaintsThe 6.3.1 complaint channelsThe express service provider shall provide the customer complaint channels, including network, telephone, letter form.
26、The 6.3.2 complaint is validExpress service organization to accept the complaints received by express mail shall be valid for 1 years from the date of.
