摘要
近年来，伴随着电子商务和网络购物的蓬勃发展，许多民营快递如雨后春笋般遍布全国。然而由于我国民营快递企业的盈利能力偏低，仍然存在着行业发展粗放、企业运营管理不善、国际化程度不高等问题，与此同时，人们也已经意识到企业间的竞争，归根到底是人才的竞争，而培训作为培养人才的一种重要手段，已成为企业在激烈的市场竞争中能否胜出的一项关键性工作。
本文通过对圆通快递钱江分公司以及公司客户服务部的现状进行分析，提出了完善合法的培训制度，合理分析员工需求，采取正确科学的培训方法，加强对培训效果的评估，并对培训中出现的问题作出相应的对策，进一步阐述了开展员工培训的重要性，以及员工培训在公司发展中所占的地位。
关键词 快递业；圆通快递钱江分公司；客服部；培训；对策
目录
摘要·······························································Ⅰ
二、培训的概述·····················································2
（一）培训的含义·············································2
（二）培训的意义和作用·······································3
二、圆通快递钱江分公司发展现状·····································4
（一）圆通快递的发展历史·····································4
（二）圆通快递钱江分公司现状·································4
三、圆通快递钱江分公司客服部存在的问题·····························5
（一）内部管理混乱···········································5
（二）规章制度无章可循·······································5
（三）员工水平参差不齐·······································5
（四）员工流动性强，无归属感·································6
四、针对圆通钱江分公司客服部存在的问题采取的措施··················7
（一）开展客服部员工培训·····································7
1.客服部员工培训的目的····································7
2.客服部员工培训的内容与类型······························8
3.客服部员工培训的方法····································9
(二) 培训中可能出现的问题及对策·····························10
五、结论··························································12
参考文献··························································13
致谢·····························································14
