Based on the service concept of "customer first", this paper puts forward some concrete methods adopted by logistics enterprises in maintaining customer relationship, aiming at improving the customer service level of logistics enterprises, strengthening the cooperation between the two parties, and realizing the win-win and long-term development of strategic partnership. Key words: win-win customer service for logistics enterprises The logistics industry is a special industry, with a complex and huge customer base, innovative logistics products and services and a complex operation mode, which is determined by the characteristics of the logistics industry itself. The purpose of maintaining customer relationship in logistics enterprises is to establish good customer relationship with customers, strengthen cooperation between the two sides and achieve a win-win situation. For logistics enterprises, the enterprises entrusted to undertake logistics business are their customers, and there is a customer relationship between them and the entrusting party. At present, logistics enterprises are in a critical period of development, and establishing long-term strategic partnership with customers will be an important guarantee for their development. The purpose of implementing customer relationship management in logistics enterprises is to attract, develop, maintain and strengthen the relationship with customers, so as to improve the level of customer service. First of all, the importance of customer service level of logistics enterprises. Customers are the basis for the survival and development of enterprises, and the essence of market competition is to compete for customer resources. Enterprises constantly improve the level of customer service in order to better tap potential customers and retain old customers, because the cost of retaining old customers is far lower than the cost of absorbing new customers. A research report in Harvard Business Review points out that: 1 satisfied customer will lead to 8 potential businesses, among which at least 1 transaction will occur; 1 dissatisfied customer will affect the purchase intention of 25 people; The cost of winning 1 new customers is five times that of retaining 1 customers. Some studies also show that if the customer churn rate is reduced by half, the profits of enterprises will double. The level of customer service directly determines the ability of enterprises with the same production and R&D strength to provide personalized services to customers. Even if a logistics enterprise doesn't have a perfect logistics network and advanced information system, as long as it can provide customers with appropriate and satisfactory customer service, it can also take a slice of the logistics market in China today. Thus, the customer service level of logistics enterprises is particularly important. Second, there are problems in customer service of logistics enterprises. Customers are an important resource for the survival of logistics enterprises. Without stable customer support, there is no possibility of sustainable development for logistics enterprises. The main reason for customer churn is that customers' needs cannot be effectively met. Logistics enterprises have the following problems in customer service: 1. Weak customer awareness. At present, domestic logistics customer service satisfaction is low. The problem lies not only in the lack of development and application of hardware facilities, but also in the lack of service awareness of logistics enterprises. According to the investigation of authoritative departments, in terms of logistics customer service, most domestic logistics enterprises only pay attention to traditional customer service and fail to fully consider the individual needs of logistics customers from the perspective of customers. Logistics enterprises lack open customer service imagination, backward service concept, lack of awareness of thinking for customers, and insufficient attention to corporate reputation and integrity, which is manifested in the passivity, fluctuation and short-term nature of logistics customer service. 2. Customer information can't communicate with each other, resulting in the loss of customer value. Due to the vertical management mode adopted by logistics enterprises, there is no communication between departments due to one-way and closure. A department or its employees are not interested in the customers of other departments, and rarely take the initiative to communicate with their counterparts, resulting in the waste of enterprise customer resources and the loss of customer value. 3. There is no special customer service department. The organizational structure of many logistics enterprises is still not perfect, and it is impossible to provide convenient and fast services for customers. According to the different services, the business departments of logistics enterprises are divided into: air export department, air import department, sea import department and sea export department, which are responsible for contacting their own customers for delivery. Because there is no special customer service department in the enterprise, customers need to contact different departments according to their different services when delivering goods. It is impossible for enterprises to fully understand the level of customer delivery and logistics service, and it is even more impossible to find problems in logistics service in time. Three. Measures and methods to improve customer service level of logistics enterprises 1. Establish the concept of modern logistics customer service. The premise of customer relationship management in logistics enterprises is to establish a modern concept of logistics customers. Only with a high understanding of modern logistics customer concept can we strive for perfection in the process of maintaining customer relations. 1. 1 the concept of always customer first. Only by putting customers in an important position can we establish a good image in the eyes of customers and win the transaction. No customer buys his product or service just to please the merchant. Successful enterprises will only buy your products or services if they establish an emotional bond with their customers and convey the message that "customers are always the first" through this bond to satisfy customers. 1.2 the concept of customer first. Customer-oriented is not only the embodiment of the good quality and accomplishment of logistics customer service personnel, but also the inevitable requirement for their pursuit of success. Every logistics customer service staff must keep this in mind and reflect it in their usual words and deeds. Customer is God, which is not a simple slogan, but requires logistics customer service personnel to practice every action through their own words and deeds. In the process of contact with customers, a look, an action and a sentence of the customer service staff will cause emotional reactions of customers. 1.3 the idea of treating customers as friends. Friends before business is the basic connotation of taking customers as friends. Treating customers as friends is to discover and meet customers' personalized service needs. After the establishment of logistics customer relationship, maintenance becomes very important, and the level of customer service directly affects the stability of logistics customer base. To maintain a good relationship with logistics customers, it is necessary to constantly improve customers' interests and feelings and meet the new needs of logistics customers. We should improve the relationship with logistics customers through caring, loving and caring, improve the satisfaction of logistics customers, and strengthen the loyalty of logistics customers through logistics customer loyalty programs. 1.4 Commitment is a golden idea. In the era of market economy, honesty is the basic quality of customer service personnel and even enterprises for survival and development. However, in the current situation that the logistics market is not standardized and the competitive environment is chaotic, honesty has become a rare resource. Treat each other with sincerity and be childlike, which is an old business motto, is now overwhelmed by the surging wave of opportunism, quick success and quick success, and fraud. Lack of credit, like a sword of Damocles, hangs over China's market economy. Based on this, it is very important for logistics customer service personnel to establish the customer concept that commitment is golden. 2. Establish partnership with logistics customers. After establishing the relationship between logistics enterprises and customers, it is an important strategy to change the relationship between them from trading relationship to partnership relationship, which is to retain customers and cultivate customer loyalty. When customers outsource logistics business to logistics enterprises, they need to establish sincere cooperative relations, and logistics enterprises should establish good, mutually beneficial and long-term strategic cooperative relations with customers. To maintain customer relationship, logistics enterprises should pay attention to the following aspects: 2. 1 Clarify the service needs of logistics customers. Fuzzy service demand is the main reason why many logistics outsourcing cooperation relationships can not be maintained normally. For example, a customer submits an outsourcing tender without fully understanding the direction of goods, the category of goods and the frequency of transportation, and cannot describe the logistics activities correctly and in detail due to the lack of appropriate logistics expertise, so a logistics enterprise must first clearly understand the real service needs of customers. 2.2 Pay attention to the comparison of logistics customer service. The change of customer service will often produce new customer service demand, so in logistics customer relationship management, we should pay full attention to the research on the development direction and trend of customer service. The key to customer management is service quality. Enterprises should have distinctive features compared with other logistics enterprises when formulating customer service elements and service levels, which is the basis of ensuring personalized service and an important feature of customer service strategy. To do this, we must collect and analyze the customer service information of competitors, and carry out comparative logistics customer service on this basis. 2.3 the construction of information systems to improve the information level of logistics enterprises. To achieve high-quality customer service and optimize customer relationship management, we must establish a sound information system. The function of this information system is not only to accept orders and deliver services to customers quickly and completely, but also to ensure the timely provision of customer service superior to competitors by delivering replies, shortening the logistics cycle of goods, ensuring the availability of goods, shortening the information processing time and tracking goods. Strengthen timely communication with customers through enterprise informatization, constantly understand the changes of customer needs, respond immediately, and provide customers with comprehensive logistics information and personalized logistics customer service. 3. Timely and correctly handle the complaints of logistics customers. Logistics customers take the initiative to complain at home, which is an opportunity for communication. Customers often observe the reaction of logistics enterprises when complaining, which is also an opportunity to show and a good opportunity for enterprises to promote themselves. Research shows that if complaints are handled satisfactorily, the chances of customers cooperating again will be greatly increased. TARPI of the United States draws the following conclusions through research, as shown in the table. The turnover rate of customers' repeated cooperation opportunities table is not satisfactory, but there are no complaints of 9% ~ 37% and 9 1% ~ 63%, but they are not handled. 19% ~ 46%, 8 1% ~ 54%, problem solving 54% ~ 70%. However, through successful complaint handling, customers will return to the enterprise in the form of repeat customers. There are several ways to deal with logistics customer complaints: 3. 1 Listen patiently. When a logistics customer complains, the customer service staff first (page 189) 09 1 Economic Theory Company sometimes makes mistakes, resulting in frequent cases of violation of discipline. On the other hand, due to the new systems such as the company's comprehensive processing business system and information system being put into use and upgraded, the corresponding rules and regulations cannot be updated in time. When new situations arise, business training is out of line with business guidance, and the delivery of corresponding business documents, systems and methods lags behind, which makes the internal control and handling personnel of some business outlets not rigorous and meticulous, and the quality of work is low, which affects the efficiency of internal control and leads to non-compliance from time to time. 4. Lack of effective supervision and restraint, internal control is a mere formality. Although China has promulgated various laws and regulations, there are few operational measures and imperfect evaluation standards and indicators, which easily lead to insurance companies taking advantage of the loopholes in policies and laws and making internal control a mere formality. In addition, due to the variety of property insurance markets in various parts of China, the development stages and levels of property insurance companies are also uneven, and the internal control supervision of the head office to each branch is also scientific and inefficient. Iii. Suggestions on strengthening the construction of internal control system 1. Change ideas and fully understand the importance of internal control. An effective internal control system is a necessary condition for enterprises to achieve steady operation and prevent business behavior. Strengthening and perfecting the internal control mechanism of enterprises has become the consensus of the insurance industry. At present, insurance companies in many developed countries in the world have established relatively standardized internal control systems, and internal control has become an important means to strengthen internal management and has developed rapidly. Under the condition of market economy, the characteristics of competition, competition and profit-seeking caused by objective economic law firms will drive the internal management of insurance companies, guard against operational risks and improve self-protection, self-restraint and competitiveness. Therefore, as an important means of operation and management, internal control will attract more attention and attention from people in the industry. Taking external pressure as an independent driving force and the release of the Code as an opportunity, we will establish and improve the internal control system and improve comprehensive risk management. 2. Build a comprehensive internal control system for insurance companies and improve the realization mechanism of internal control. The internal control system of companies at all levels should be composed of five systems, namely, organization system, decision-making system, execution system, supervision system and support system. The internal control and restriction mechanism of companies at all levels should include organizational control, authorized operation control, insurance business control, financial accounting control, fund utilization control, document and seal management control, capital construction control, personnel and labor wage management control, computer system control, information feedback control, audit supervision control and other important business and key parts control. On the basis of establishing a complete internal control system, we should guide and strengthen control according to the characteristics of the links that are prone to risks. At the same time, it should be noted that although the internal control system itself is a relatively stable internal restraint mechanism, once it is established, it must be implemented in all aspects according to its requirements. However, with the development of the market and the change of the external environment, the contents of the internal control system will still change in specific details, so the changes of these specific contents should be revised according to the actual situation. At present, China's insurance industry is still in the primary stage of development, and relevant policies have been revised a lot. While initially establishing the internal control system, we should pay close attention to the changes of these rules and regulations, make timely adjustments in combination with the new characteristics of current events, and improve the internal control realization mechanism. 3. Improve the organizational structure of internal control. With the increasing importance of internal control and risk prevention, the control construction of internal organizational structure of insurance companies should not only reflect the requirements of streamlining and efficiency, but also implement the principle of checks and balances among decision-making, implementation and supervision. In the organizational structure of internal control, we should form an organizational structure and power structure with centralized management, clear responsibilities and mutual checks and balances, so as to provide a strong organizational guarantee for continuously improving operational efficiency and preventing risks. 4. Strengthen the education of legal system and clean government, and improve the comprehensive quality of all staff. Among many factors of internal control, human is the most decisive factor. The management level of a company is also a reflection of the comprehensive quality of all employees. Therefore, the construction of internal control must be people-oriented and take improving the comprehensive quality of all employees as a long-term task. Practice has proved that strengthening the education of legal system and clean government is an effective measure to improve all employees' awareness of obeying the law, resisting corruption and preventing change. [5] In particular, it is necessary to focus on educating the heads of branches of insurance companies in a clean government, so that they can correctly treat their power, abide by rules and regulations, operate according to law, and consciously put their responsibilities and rights under the supervision of the system. Only in this way can we demonstrate and lead employees, and through various forms of legal and clean government education activities, employees can establish a correct awareness of internal control and compliance. 5. Strengthen the internal and external supervision system. To truly realize the effective operation of the internal control system, we must establish and improve the internal supervision system, establish and improve the internal control system according to laws and regulations and advanced experience of the same industry at home and abroad, optimize the operating order of legal and steady operation according to law, and establish and strengthen a unified internal control supervision model. Strengthen on-site and off-site supervision to improve the ability to prevent and resist risks. The formulation of internal control system must be based on various laws and regulations, and according to the principles of effectiveness, comprehensiveness, timeliness and independence, the advanced experience at home and abroad should be refined into rules and regulations with company characteristics that meet the requirements of systematization, standardization and internationalization of modern property insurance management, and internal horizontal and vertical internal control frameworks should be formed to ensure accountability to the public, fully protect assets, and realize the benign development of various businesses, so as to truly achieve the purpose of effective internal control, restriction and supervision. References: [1] Liu Qilong. Thoughts on strengthening the construction of internal control system [J]. China Insurance, 2008 (6) [2] Ye Huilin. Thoughts on strengthening the internal control supervision of branches of property insurance companies [J]. China Insurance, 2010 (1) [3] 2006 (2) [4] Chen Hui. Shanghai Insurance, 2005 (8) [5] Lai. Thoughts on Improving the Internal Control of Insurance Companies [J]. Heilongjiang Science and Technology Information, 2005(3 years). Then find out the essence and facts of the problem, remember not to interrupt each other's conversation, don't argue with customers, listen sincerely and express your gratitude, recognition and understanding to customers. Finally, be careful not to answer immediately, and exchange time for the opportunity to cool the conflict. 3.2 Respond to customer complaints with appropriate wording. When dealing with customers' complaints, logistics customer service personnel should first listen to customers' complaints calmly, grasp the real reasons of customers' complaints as a whole, and then use apologies such as "I'm very sorry" appropriately and sincerely to calm customers' dissatisfaction, which must be based on careful listening and understanding. If an apology is not the same as a customer's complaint at all, such an apology will not only help to calm their anger, but will make customers think that the customer service staff is perfunctory and become more dissatisfied. 3.3 Record and summarize the basic information of customer complaints. The key point of handling customer complaints is to find out the ins and outs of customer dissatisfaction, carefully record the basic situation of customer complaints, and fill out the "complaint handling card" in order to find out the responsible person or sum up the experience and lessons. Recording and summarizing the basic information of customer complaints is a basic work, because logistics enterprises usually use this information to think and determine the handling methods. If these reports are not true and detailed, it may bring difficulties and even mislead the judgment of complaint handling. 3.4 Adhere to the principle of "three reforms" in handling complaints. Logistics enterprises should adhere to the principle of "three changes" when handling complaints, that is, changing parties, changing venues and changing time. 3.4. 1 Change of parties. For example, when a customer is dissatisfied with the service provided by the customer service staff, and then the customer service staff comes forward to solve the problem, the customer will have a preconceived mentality, which is not only not conducive to the handling of complaints, but sometimes will increase the customer's dissatisfaction. Therefore, finding an experienced, competent, popular and high-ranking supervisor will make customers feel respected and help to properly handle complaints. 3.4.2 Change the venue. Considering the logistics enterprises themselves, changing the venue is more conducive to the handling of complaints. If a customer complains about the mistakes of logistics enterprise distribution, his anger is understandable. He will vent his dissatisfaction in the logistics distribution department, which will affect the image of the enterprise and bring a bad impression to other customers of the enterprise. Customer service staff should invite customers to the office or reception room, which will help to properly handle complaints. 3.4.3 Change the time. When the customer service staff has made "two changes" and there is no way to solve the problem, the customers still complain endlessly, which shows that the customers have deep grievances and need to arrange it again, and find a supervisor with a higher position to deal with it. They must be more sincere and must do it. Four. Conclusion Customers are an important resource for enterprises to survive. Without stable customer support, there is no possibility of sustainable development for enterprises.

Further reading: How to buy insurance, which is good, and teach you how to avoid these "pits" of insurance.