Inner Mongolia Tobacco Customer Complaint Management System

More and more large international enterprises now take the concept and the management mode of customer service as a magic weapon to explore and stabilize market. China’s tobacco enterprises is long-term under the protection of the government monopoly, so the customer service is a very weak link in the enterprise management,as well as the relative research is at the initial stage.This study analyzes the customer complaints management of the Inner Mongolia tobacco industry, undertaking sufficient survey, using theoretical analysis, empirical analysis methods to analyze its internal problems. And,on the analysis basic, this study establishes the customer complaint management system by the concept of customer orientation ",which will be improving the business process to be efficient. The paper has analyzed service consciousness, management system, management problems in the Inner Mongolia tobacco customer complaints management at present. The paper discusses in detail the new customer complaint management overall framework, service standards, treatment, processing process, internal organization system, cross-pectoral collaboration, staff quality construction content and so on, and suggests to built the new tobacco industry customer complaint management system from two dimensions:the concept improvement and the management system construction.