Abstract: The current researche of customer service of Chinese railway freight enterprises is discussed in the paper. Meanwhile, the significance of the research is also brought up. The SWOT analysis and its matrix are firstly made in the paper, then, the main strategies of customer service of railway freight enterprises based on the third party logistics are also be proposed. Among those strategies, the customer service-oriemted is the motive, the differential services is the basis, the customer manager

Key words: third party logistics (TPL), railway freight enterprises, customer service strategies

摘要： 笔者在文中首先阐述了我国铁路货运企业的客户服务现状，在分析了基于第三方物流的铁路货运企业客户 服务研究的现状的基础上，提出了研究客户服务策略对铁路货运企业的重大意义.进行了基于第三方物流的铁路 货运企业开展客户服务的SWOT分析，并提出了SWOT矩阵.在此基础上，本文提出了基于第三方物流的铁路货运 企业在实施客户服务策略过程中，要深刻认识到客户服务的动力是实施客户服务导向的物流战略、客户服务的基 础是构建铁路货运企业的差异化服务、客户服务的关键是实行客户经理制度，开展一对一营销，客户服务的提升是 进行客户资源整合、重视和加强客户服务需要不断的创新等5个基本策略，并以中铁快运为实例进行了分析

关键词: 第三方物流(TPL), 铁路货运企业, 客户服务策略