The Research On The Customer Complaint Management Of SY Tobacco Companies In Hunan Province

Customer complaints is a customer to enterprise’s service quality, level, the concentration of feedback ability attitude, is the enterprise is an effective means of collecting and organizing user comments and Suggestion, is the enterprise continuous momentum of continuous improvement. Plan China’s tobacco industry long-term monopoly, under the protection of the customer service link is very weak, related research has just started, enterprise practice experience is also very limited. Customer complaint service concept, as it were,or the management pattern,for China tobacco enterprise is a new management theory and management practice. How to establish and perfect mechanisms of keen grasp customer response, effectively to meet customer demand,to provide quality and efficient customer service, customer satisfaction,it’s all in the tobacco industry the new topic of the enterprise, also can saying is the tobacco industry customer service under the new situation need to explore new content, including the customer complaint SYstem is a very important content.In this paper, we study with SY tobacco company in Hunan province as an example, is divided into five parts, namely chapter five. The first chapter, the author mainly for the purpose of this research topic background,research purpose and meaning to do in this paper, the study of the current research at home and abroad System, illustrates the research content and frame structure at the same time. Chapter 2 of relevant theoretical basis were reviewed,including the customer satisfaction theory, marketing theory and the content of the customer complaint management theory,anaryzed the basis to study the tobacco company of customer complaint management.SY for chapter 3,Hunan tobacco company customer complaint SYstem present situation anarysis,design of Hunan SY tobacco company customer satisfaction survey and analysis of the questionnaire.Thus summed up the problems of the customer complaint SYstem.Chapter 4 for Hunan SY tobacco company customer complaint SYstem optimization.SY in Hunan tobacco company customer complaint SYstem optimization principles and train of thought,the concept of optimization of complaints, and management mechanism,design optimization of complaints process standards and regulations SYstem,thus draws the optimization of tobacco customer complaint center operations management countermeasures.In chapter 5, to the end of the article.