摘要
Abstract
Cargo damage claim is the final link in the modern railway logistics service chain,and the quality of this link directly impacts the actual experience of consignees during the cargo pickup process.Therefore,under the further advancement of modern railway logistics reform,optimizing cargo damage claim services and enhancing customer experience are key measures to strengthen the competitiveness and brand influence of railway logistics.This paper outlined the current status of the cargo damage claim service system at China Railway Shanghai Group Co.,Ltd.from aspects such as the cargo damage handling process,centralized claim system for cargo damage,insurance transportation management system,and freight insurance management system.It focused on factors affecting customer experience in the context of modern logistics development.Targeted measures to improve customer experience in cargo damage claims were proposed,including enhancing the quality of railway logistics products,optimizing the cargo damage claim service system,refining the marketing management service system,and building a brand for comprehensive logistics support services.关键词
铁路现代物流/货损/理赔/客户体验/提升措施Key words
Railway Modern Logistics/Cargo Damage/Claim/Customer Experience/Improvement Measure分类
交通工程
