摘 要
受全球经济的影响，我国各主要港口集装箱吞吐量进入相对平缓增长阶段。同时，
港口的结构性产能过剩进一步突出，港口间竞争将日益激烈，尤其是环渤海地区已经成为
沿海港口竞争最激烈的地区之一。各港口在腹地、货源结构、业务模式等方面高度重合或
雷同，竞争已经到了白热化阶段。集装箱码头企业的发展将更多的依赖于对外服务水平和
内部精细化管理水平的高低。转变服务模式、创新管理方式已成为集装箱码头企业发展的
客观要求，并得到了越来越多的认同。天津港作为中国北方乃至全国的重要港口，2011 年
全年货物年吞吐量超过 4.5 亿吨，在世界港口吞吐量排名中跃居第四位，集装箱吞吐量
1149.41 万标箱，名列全球第十一位。天津港集团明确将“创新服务管理体制机制，优化
资源配置，提高效益效率”作为装卸服务产业发展的重要目标之一，并将“全面提升优质
服务管理水平，不断创新服务质量管理手段，拓展服务功能”作为重要的保障措施。天津
港 A 集装箱码头公司作为集团六大集装箱码头公司之一，同样面临着同质化竞争的压力，
为了适应新的发展环境，进一步转变发展方式，提出了“服务产品化”的客户服务理念，
提出了建设“客户服务中心”项目。
本文主要探讨和研究新型“客户服务中心”构建和创新模式，借鉴行业内外先进的服
务组织形式，在国内港口首次系统地开展以客服电话为基础的多维度客户服务模式的研
究，并通过系统地研究、分析集装箱码头企业为客户提供服务与客户需求之间的差距，提
出了切实可行的新型服务模式。形成以客户为中心的“自下而上”式服务响应机制，进而
整合客服窗口和平台资源，统一各项业务服务标准。同时，以客户服务中心作为发掘客户
需求，研发服务产品的分析和研究中心，进而形成集装箱码头新的商业服务模式，颠覆传
统的客户服务中心作为成本中心的角色，这种新型的客户响应模式是从服务触发机制入
手，使之成为新的利润中心。
新型“客户服务中心”的建立，将进一步贯彻落实天津港集团产业发展战略，深入实
践 A 码头公司提出的“特色经营”和“体验式服务”理念，以调整优化体制机制的手段革
新服务模式，促进并带动 A 码头对外服务品质的提升，实现质的飞跃。
关键词：港口，集装箱码头，客户服务
ABSTRACT
Affected by the global economy, China's container throughput of major ports into the
relatively flat growth stage, at the same time, structural overcapacity of port to further highlight
the increasingly fierce competition between ports, especially in the Bohai Sea region has become
a coastal port competition most intense one of the regions of the ports in the hinterland, the
supply structure, business model, a high degree of overlap or duplicative, the competition has
been heating up. The development of the container terminal businesses will be more dependent
on the level of foreign service levels and internal meticulous management level. The
transformation of the service delivery model, innovative management style has become the
objective requirements of the development of Container Terminal enterprises, has been more and
more recognized. Tianjin Port as an important port in northern China and even the whole
country, the annual cargo throughput in 2011 more than 450 million tons, jumped to fourth place
in the ranking of world port throughput and container throughput 11,494,100 TEUs, ranking
tenth in the world a. Tianjin Port Group clearly innovative service management system
mechanism, optimize the allocation of resources to improve the effective and efficient as one of
the important goals of the loading and unloading service industry development. And raise the
overall level of quality service management, quality of service innovation management tools and
expand services as important safeguards. A Container Terminal Tianjin Port as one of the
Group's six major container terminal companies, the same faces competitive pressure
homogenization, in order to adapt to the new environment for the development of further change
the mode of development, and customer service philosophy of service products the project of
building a customer service center.
This paper to explore and study a new customer service center building and innovative models
to learn from the advanced service organization in the form of both inside and outside the
industry, the ports in the country for the first time to carry out multi-dimensional study of the
customer service model based on the customer service phone system and by the system to study,
analysis of container terminal companies to provide customers with the gap between the services
and customer demand, the new service model proposed practical. The formation of a
bottom-up customer-centric service response mechanism, and then integrate the customer
service window and platform resources, harmonization of business service standards. The same
time, the customer service center as explore customer needs, research and development services
product analysis and research center, thus the formation of a new container terminal business
service model, subvert traditional customer service center's role as a cost center, this new type of
customer response mode trigger mechanism from the service to start, to make it become a new
profit center.
The establishment of the new Customer service centre will further implement the strategy of
industrial development of the Tianjin Port Group, in-depth practice the A terminal companiesoperating
characteristics and experiential service concept, in order to adjust and optimize the the
institutional mechanisms means of innovative service models, promote and drive the elevate of
the A pier foreign service quality to achieve a qualitative leap.
KEY WORDS：port，container terminal，customer service