湖南省SY烟草公司客户投诉管理现状及对策研究

发布时间：2018-06-05 05:36

本文选题：客户投诉 + 管理体制　；参考：《广西师范大学》2015年硕士论文

【摘要】：客户投诉是每个烟草企业的潜在财富,建立一个完整的客户投诉机构是非常有必要的,客户投诉反馈的是企业的服务质量、水平、能力等。在经济飞速发展的时代,企业间的竞争力在无形中增强,市场的瞬息万变给烟草行业带来空前的挑战,由行政型垄断向服务型垄断转变,这就需要烟草企业建立客户投诉机构,采纳和整理客户对烟草企业的服务的评价。由于全球化的不断加强,制度的改变,中国烟草企业长期处于计划经济和市场不全面的状态,为了解决不全面等问题,烟草企业应该制定新的制度,特别是客户投诉的建立和管理应放在首位。研究者们以湖南省SY烟草企业作为本次研究的重要对象,主要分五大块。首先对本文的研究背景、目的和意义作出了详细的阐述,对国内外的研究现状也做了具体的分析,并整理了本文的研究框架。其次是提出了理论基础作为研究综述,这些理论有客户满意,经营战略、客户投诉等理论,并对他们做了分析。第三,分析了湖南烟草公司的客户投诉现状,根据现状做了调查分析,最后总结出出现的问题。第四,是对湖南烟草公司客户投诉体系的研究,作出要求,提出规章制度、原则、思路等,并附加投诉理念和管理理念,设计出最好的投诉渠道和管理政策。第五是结论。通过对本文的研究,研究者们总结出湖南省SY烟草企业在未来的发展道路上必须建立服务型体系。服务理念的推出能够带动整个企业的良好发展,能够挽留更多的客户和最有效的掌握客户的需求等,所以本次研究的目的及意义就是湖南省SY烟草企业的客户投诉机构的建立和管理体制的建立、现状的分析及应对的措施。
[Abstract]:Customer complaint is the potential wealth of every tobacco enterprise. It is very necessary to establish a complete customer complaint organization. The customer complaint feedback is the service quality, level, ability and so on. In the era of rapid economic development, the competitiveness between enterprises has been enhanced in the form of invisible, and the rapid changes in the market have brought unprecedented challenges to the tobacco industry. The transition from administrative monopoly to service-oriented monopoly requires tobacco enterprises to establish customer complaint agencies. Adopt and organize customer's evaluation of tobacco company's service. Due to the continuous strengthening of globalization and the change of system, Chinese tobacco enterprises have been in a state of planned economy and incomplete market for a long time. In order to solve the problem of incomplete, tobacco enterprises should formulate new systems. In particular, the establishment and management of customer complaints should be placed in the first place. The researchers take sy tobacco enterprise in Hunan Province as the important object of this study, mainly divided into five parts. First of all, the research background, purpose and significance of this paper are described in detail, and the current research situation at home and abroad is also analyzed in detail, and the research framework of this paper is sorted out. The second is to put forward the theoretical basis as a summary of research, these theories are customer satisfaction, business strategy, customer complaints and so on, and has done the analysis to them. Thirdly, it analyzes the current situation of customer complaints of Hunan Tobacco Company, and makes investigation and analysis according to the present situation, and finally summarizes the problems. The fourth is to research the customer complaint system of Hunan Tobacco Company, make the request, put forward the rules and regulations, principles, ideas, and add the complaint idea and management idea, design the best complaint channel and management policy. The fifth is the conclusion. Through the research of this paper, the researchers concluded that the service system must be established in the future development of sy tobacco enterprises in Hunan province. The introduction of service concept can promote the good development of the whole enterprise, can retain more customers and the most effective grasp of customer needs, etc. Therefore, the purpose and significance of this study is the establishment of customer complaint organization and management system of Hunan sy tobacco enterprises, the analysis of the present situation and the measures to deal with it.
【学位授予单位】：广西师范大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F721;F274

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