Study On The Optimization Of Customer Service Information Communication System Of Chenzhou City Tobacco Company

ABSTRACT:The current market economy is demand-oriented economy, and competition among enterprises is changing from products to service. The tobacco industry is facing the challenges of the market, and will speed up the transition into modern circulation distribution companies. The times of "Service economy" put forward higher requirements on the customer service information communication system. So we need to optimize the existing customer service information communication system, and to establish the sensitive reaction mechanism for market customers. which have important practical significance to improve the level of customer service and enhance the comprehensive competitiveness for Chenzhou tobacco company.At present, the customer service information communication of Chenzhou city tobacco company adopted a direct operation mode of multi-windows and small channels. The problems, causes and consequences of the direct operation model could be found through customer satisfaction survey. Because the irrationality of organizational structure and business functions of customer service, the incongruity of management system and working process, the unevenness of personnel’ quality of customer service, the imperfect of supervision and incentive mechanism and other reasons lead to that the information processing timeliness was low, information communication was not unimpeded, the quality of customer service information communication was inconsistent, the cost of operation was increasing, information utilization rate is low, the overall efficiency of operation is not high, improving customer service work is difficult and so on. To solve these problems, we put forward the idea of optimizing the original mode of operation to the transfer mode of single window and big channel based on the design and implement of management system, workflow, service, brand building, system management. At the same time, We also provide safeguard measures for the optimization of customer information communication system from the three aspects of human resources, performance appraisal and evaluation, system evaluation, and ensure the smooth implementation of the new system.