1 ScopeThis standard specifies the basic requirements of express service organization, service process, service improvement.This standard is applicable to the organization and personnel engaged in express delivery service.方法/步骤1/26分步阅读

2 terms and definitions

The following terms and definitions apply to this standard.

2.1 express service

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2.1.1

Express service express service; courier service

The quickly famous site, transportation, delivery 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

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2.1.2

Urban Express Service Urban Express Service

The sender and recipient in the mainland of the people's Republic of China in the same city express service

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2.1.3

Domestic express service inland express service

The sender and recipient respectively in the mainland of the people's Republic of China in different city courier service

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2.1.4

Hong Kong and Macao express service Hong Kong and Macao express service

The sender and recipient respectively, express service in the people's Republic of China mainland and Hongkong, Macao area

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2.1.5

Taiwan express service Taiwan express service

The sender and recipient respectively, express service in the people's Republic of China mainland and Taiwan region

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2.1.6

International express delivery service international express service

The sender and recipient respectively, express service in the people's Republic of China and other countries or regions

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2.2 Express

2.2.1

Express Express items

Referred to as the express service organization posting and packaging intact letters and parcels delivery of goods in accordance with the law

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2.2.2

Internal contents

Information carrier and customer delivery of the goods

The 2.3 service links

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2.3.1

The receiving and sending pick up

Collection

Take

The express service provider receiving express, and keep the sender to fill in the express waybill ( 2.4.1 ) process

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2.3.2

Delivery of delivery

Delivery

Send a

The express service provider will express delivery to the recipient or a designated place and get the receipt ( 2.3.3 ) process

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2.3.3

The sign sign in

Customer ( recipient ) express the acceptance and sign on the express waybill effective document behavior

2.4 Service Documents

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2.4.1

Express waybill express waybill

The express waybill

For recording express original posting information and service contract documents

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3 general

3.1 timeliness

Express delivery time should not exceed the express service organization commitment of service time.

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3.2 accuracy

The express service provider shall express delivery to address and recipient receiving agreed.

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3.3 security

Safety of express service mainly includes:

A ) express shall 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.

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3.4 convenience

Express service organization in the service places, arranging business hours, to provide door-to-door service should be convenient for the customer service.

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4.3 social responsibility

4.3.1 environmental protection

Express 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.

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4.3.2 staff development

Express service organization should establish employee development plan, provide professional training and occupation skill training, promoting staff growth.

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4.4 service time

Express 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.

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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.

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6 service improvement

6.1 basic principles

Express service organization to deal with customer satisfaction and customer complaints statistics and analysis, improve service levels, to achieve the purpose of improving service quality.

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6.2 customer satisfaction

Express service organization should measure 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 ).

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Customer satisfaction assessment procedures shall include: summary 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.

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6.3 customer complaints

The 6.3.1 complaint channels

The express service provider shall provide the customer complaint channels, including network, telephone, letter form.

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The 6.3.2 complaint is valid

Express service organization to accept the complaints received by express mail shall be valid for 1 years from the date of.

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