The Study On The Customer Service Of Bortala Tobacco

Customer service refers to additional services provided to promote product sales and increase product sales.Improve customer satisfaction is the purpose of customer service,the maximum to meet customer demand,production for customers and provide more high quality,rich service content,enables the customer to get the best service.Tobacco commercial enterprise customer service work,is through the provided services,to enhance customer satisfaction and loyalty,thus ensuring the tobacco commercial enterprise and the whole industry healthy and stable development.The current research on customer service in the tobacco industry,the theoretical support point is the promotion and evaluation of customer satisfaction.But this kind of service provision,often ignore the assurance of the service demand for retail customers,this leads to provide the service to meet the needs of customers,but don't need the service on retail customers,eventually forming the service the evaluation of low cycle.Formed even not to have higher satisfaction of service paradox,this with the current industry put forward the improvement of service quality,the customer service as the tobacco commercial enterprise lifeblood strategy to form a larger deviation.So,it is necessary to return to the initial question: namely what service customers really need,and how the tobacco commercial enterprise can provide matching services.In this paper,by analyzing the BoZhou problems and the insufficiency of tobacco in the customer service work,on the basis of customer requirements gathering,subdivision of customer demand as the main means,to the customer demand and service content to do the corresponding matching,puts forward the appropriate to the service strategy and service mode,and the service to implement effective evaluation,forming an effective service closed loop,to BoZhou tobacco promoted the improvement of customer service provided ideas and methods.