Hunan Tobacco Company Customer Service System Research

In an increasingly serious domestic and international market competition situation, the tobacco industry is facing unprecedented challenges and market opportunities, is by "although monopoly" to "service-oriented monopoly" change, take the customer as the center of the service consciousness is gradually formed. In this market situation, the tobacco industry to establish and perfect customer service system is necessary. This article through customer service theory, customer relationship management theory, service management operation related theories and methods, the Hunan tobacco company customer service system construction, constructed the "customer-oriented" specialization, standardization of customer service system.This paper analyzes the customer service, this paper expounds the basic theory of customer service theory and customer relation theory, this paper defines the scope and research of customer service, the contents of the tobacco companies in Hunan province customer service system, analyzes the status of customer satisfaction investigation situation through customer service system, and found out the existing problems and suggested some customer service system optimization measures. And from the customer service center operation management and service brand effect evaluation to the customer service system optimization evaluation.Through the full text analysis of Hunan tobacco company customer service system construction plays a very important role in Hunan province, in order to improve the market competitiveness of tobacco enterprises, proposes the solution and suggestion.