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服务是卷烟流通企业的灵魂。卷烟商业企业作为一个上接工业企业、下连零售客户和消费者的专业服务商,其最重要也最根本的服务对象就是卷烟商品的消费者。为建设“更加规范、更富效率”的中国烟草,围绕建设工、商、零共同面向消费者的营销体系这一目标,行业营销网络建设不断前移、下沉和深化。在这样的背景下,探索实践面向消费者的客户服务平台,对商业企业提高服务水平,增强企业竞争力具有重要意义。
Service is the soul of cigarette circulation enterprises. Cigarette commercial enterprises as a pick up industrial enterprises, even under the retail customers and consumers of professional service providers, its most important and most fundamental service object is the consumer of cigarette products. In order to build a “more regulated and more efficient” tobacco in China, the construction of industry, commerce, and zero-oriented consumer marketing system for this goal, the industry’s marketing network continued to move forward, sink and deepen. In such a background, exploring and practicing a customer-oriented customer service platform is of great significance for commercial enterprises to improve service levels and enhance their competitiveness.