Design And Implementation Of Customer Service Improvement Plan For Tai'an Tobacco Corporation

With the rapid development of China's economy and the improvement of people's living standards,the number of Chinese smokers has leapt to the top of the world.In the past ten years,the production and sales of cigarette has increased rapidly,but the service level and technology of cigarette commercial enterprises in the information age have been seriously backward,unable to meet the growing diversified needs of customers.As a monopolistic enterprise,Tai'an Tobacco Corporation is also faced with new development opportunities and challenges.Although there is a good management system and financial advantages,but due to institutional problems,the response to market changes is slow,the original customer service model has not adapted to the new market environment,so it is imperative to redesign and improve the customer service model of Taian Tobacco Corporation.This thesis expounds the operations status of Tai'an Tobacco Corporation's current customer service mode,which mainly includes four aspects of customer manager's service mode,order acquisition mode,settlement mode and distribution mode.Through a questionnaire survey,the customer's service satisfaction to all aspects of Tai'an Tobacco Corporation and the factors that affect the service quality of the company's marketing personnel are found.By analyzing the results of questionnaire survey,the thesis clarifies the problems existing in the current customer service mode of the company,such as the customer manager guidance is not in place,the order collection mode is backward,the settlement mode is single and the distribution line design is unreasonable and so on,and takes this as the basis to improve the customer service mode of Tai'an Tobacco Corporation.Combining with the results of questionnaire survey and the actual situation of Tai'an Tobacco Corporation,the thesis puts forward the concrete scheme of optimizing customer manager service mode,order collection mode,customer settlement mode and logistics distribution mode,and formulates the implementation measures.Finally,the thesis discusses the implementation process and risk control of service improvement mode,and puts forward suggestions for continuous improvement.Hope that the application of this study may improve the retail customer service level of Tai'an Tobacco Corporation,and to improve the overall customer service experience,to create a good strategic partnership,and to enhance the core competence of the corporation.