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Position:
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 All-direction
service
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 Intimacy customer
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Nationwide unitive Customer service hotline |
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The national customers’ services
center uses the same call-in number “400-6789-000” at Beijng. It focuses on telephone
services, in order to provide an easier and quicker channel for external customers
and internal staffs. There are two kinds of services provided by customer services
centre. One is call in serces, the other is call out services. It mainly focuses
on call in services now, and will expand to automatic inquiry system, internet services,
letter/mail services, faxe etc. by step to step. It is an important service window
for customers by completing the consultation, accepts, the inquiry, the complaint
(telephone return visit) etc.
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Complaint and principle of repay |
- Customer service centres which are located at three main areas set up customers
investigation group, that accept complaints and principle compensate
- Call back
customer within48 hours and give him/her the results of invistigation.
- Help
customers to handle the repay agreement.
- Regular call back to customers for
reseaching their requirements
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Goods delivery insurance business |
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In order to help customers to reduce the risk of goods
dilivery, ZJS is co-operated with AIU insurance company, which is responsible for
goods delivery insurance business, such as :
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- Helps customers to apply the insurance.
- Provides the corresponding premium
rate of different cargo category to the customer after accident
- Help customers
to report the insurance and apply for the repay to the insurance company
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Nimble diverse payment methods |
- Prepay:
- Pay cash by sender: sender pays for the bill when delivery picks up goods.
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Pay mothly by sender: sender should sign in mothly pay contracts with ZJS, and open
monthly pay account number. Then sender does not need to pay cash for his delivery
evertytime, but he need to pay all bill at the balance day.
- Pay cash by receiver:
- Pay cash by receiver: receiver pays for the bill when delivering goods to him/her.
But sender must sign in or stamp on the sheet to gurantee “if the receiver refuses
to pay for the bill, then sender will pay all the tranportation fees”, and insure
to collect the comfirmation before delivery the goods.
- Third party payment:
- the third party pays for the bills except sender and receiver
When using this payment method, the third party must be the ZJS’ monthly payment
customer, and have already handled the correlation registration. If the third party
has been confirmed to have already completed the essential registration procedure,
through the ZJS staff to carry on the related service operation.
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Cargo unusual situation processing |
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The customer calls the ZJS call center inquiring cargo’s
conditions, The customer service representer inquires the conditions for the customer
in the inquiry system and replies with the standard terminology. Or the customer
through registering the ZJS website to do real-time entire journey tracing inquiry,
realizing the information flow and the cargo physical distribution seamless, the
uninterrupted transmission.
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- If goods are transporting or doesn’t have recent record. The customer service represented
should write down goods work bill number and customer’s telephone number, then asks
for the related departments to give the customer a return call. (Reply the customer
in the assuring customer time).
- To the unusual package inquiry, like wrong sendings, wrong addresses, no receivable
signing record, cargo without bill, bill without cargo, the transportation delay,
the loss etc., The customer service representer must write down the customer work
bill number, the customer’s name and the telephone number in detail and asks for
the related departments or staffs for the newest information, then call back customers
within the commitment time.
- How do receivers deal with the abnormal goods?
Firstly, when the receiver is signing for the goods,
he must check the packing carefully, for example, customer packed the goods by own
and there is a problem about the packing appearance, please weight the goods and
write down the problems in detail while signing on ZJS’ delivery sheet. In addition,
if the problems are seriously, please take photos right now and report to the police
at the same time in order to keep the evidence. If ZJS did the packing for customers,
they can sign on the sheet after opening the boxes and counting the numbers of goods.
If there are problems, please weight the goods and write down the problems in detail
while signing on ZJS’ delivery sheet. If customer does the packing by owm, ZJS is
only responsible for keeping the outside wrapping packing well, while customer should
take full responsibility about the internal broke.
Besides, receiver contacts with sender immediately, and illustrate the problems
of goods in detail. Finally, receiver will contact with ZJS, who was helping sender
to apply insurances, to deal with the special insurance company about compensate.
Attention: ZJS is not responsible for any compensate of goods problem after signing
on the sheet.
- How to apply for compensates if goods lost or damaged, etc.?
When the goods broke or lost, if the client entrust
ZJS to go through insurance procedure, the carrier will help the client to apply
for compensates. But if the client can’t provide the insurance compensates’ documents
and the insurance company doesn’t pay for compensates, then the client is full charge
for the losses. ZJS will not pay any responsibility.
If the client has not entrusted our company to go through the insurance formalities
or the insurance company resists to pay for compensate, ZJS will defer to the standard
from the "express terms" that signed with the customer to pay for compensates when
goods damaged or lost during delivery process. Compensates quota of carrier is RMB20
per kilogram mostly, if the cargo actual loss is smaller than RMB20 per Kilogram
compensation expense, defer to the actual loss to carry on the compensation, If
the reason of goods damaged or lost because of the operation in freight yard, railway,
airport and uncontrollable forces, the carrier is not responsible for any compensations,
but the carrier has the duty to assist the client to claim for compensation.
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Customer special case maintenance pattern |
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We provide “door-to-door” services, that make the customer feel easy and free when they face different kinds of logistics demands. When the customer has different kinds of logistics demands, ZJS can send the specialist to carry on special case processing, and provide the synthesis service plan for the customer. The customer only need to go through a window, and then enjoy many kinds of logistics services, it is more convenient and time saving.
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Domestic express Provision agreement |
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All levels of ZJS sub-branch companies as the owner of working sheets are the carriers of transferring goods. The working sheet will turn to a contract, when both the client and carrier fill in and sign/stamp on the working sheet.
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DownLoad：《Domestic express Provision agreement》 |
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Convenience time of picking up |
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If the received time recorded on working sheet is weekend and national legal holiday, ZJS will postpone the delivery time. If client has special requirement, he must write it on the working sheet clearly. Otherwise, the results of delivery time delay are responsible by client. |
| Pick up time during workday |
10:00---18:00 |
| Service time during weekends and holidays |
10:00---18:00 |
| Service time during country legal holidays |
12:00----18:00 |
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