In study, work and even life, unexpected events happen from time to time. In order to reduce the harm caused by accidents, it is often necessary to make emergency plans in advance. So what is an excellent emergency plan? The following is the emergency plan for customer service of tobacco companies that I compiled for you, hoping to help you.
1. General
1. 1 purpose
Earnestly practice the service concept of "creating success with customers", strive to achieve "three satisfactions", comprehensively improve the ability to serve customers, and make every effort to build the "China Tobacco XX" commercial service brand.
1.2 compilation basis
Xx provincial bureau (company) cigarette sales network construction overall promotion work plan.
1.3 working principle
Give priority to prevention and always be vigilant; Unified leadership and division of responsibilities; Sensitive, practical and efficient; Honesty and law-abiding, standardized management.
1.4 Scope of application
Emergencies that affect the normal operation of a link (ordering, settlement, sorting and distribution) of the cigarette sales network within the scope of this Municipality, as well as the sudden cigarette supply demand of retail customers. Unexpected events include: network operation software and hardware failures, distribution vehicle failures, bad weather changes, etc. Sudden cigarette supply demand mainly refers to the temporary replenishment of customers caused by weddings, funerals and group consumption.
2. Organization and command system and responsibilities
2. 1 emergency organization and division of responsibilities
2. 1. 1 headquarters:
Set up an emergency command leading group for customer service of xx Tobacco Company;
Team leader: Jiang Yin (director, manager)
Deputy Team Leader: Sun Aiping (Deputy Manager)
Members: It is composed of marketing center, distribution center, information center, financial management office, security office, inspection and evaluation center and the main heads of regional marketing departments.
When the network software and hardware operation failure or bad weather affects the network operation system, the customer service emergency command leading group shall immediately set up a emergency headquarters, with the leader of the customer service emergency command leading group as the chief commander and the deputy leader as the deputy chief commander. If the leader or deputy is not in the municipal district, the leader or deputy shall authorize the person in charge of the relevant department to be the temporary commander-in-chief according to the nature of the emergency, be fully responsible for handling the customer service emergency work, and restore the normal operation of the network system as soon as possible.
If the normal operation of local work is affected by network operation software and hardware failure, distribution vehicle failure, bad weather change, etc., the group leader or deputy group leader shall instruct the relevant departments to deal with it within a time limit according to the provisions of this plan.
Temporary replenishment of customers or other sudden demand for cigarettes from customers caused by weddings, funerals, group consumption and other reasons shall be handled by the marketing center and its subordinate marketing departments in conjunction with the distribution center and its subordinate distribution transfer stations according to the provisions of this plan.
2. 1.2 Division of responsibilities
2. 1.2. 1 customer service emergency command leading group:
-responsible for the revision of customer service emergency plan.
-Organizing and coordinating manpower, financial resources and material resources, and directing and handling major customer service emergency work.
-Ordering relevant departments to complete general customer service emergency work within a time limit.
—— Check and supervise the implementation of customer service emergency plan, and report relevant information.
2. 1.2.2 Information Center:
-Do a good job in the daily maintenance of information network equipment and software systems, and be responsible for the normal operation of network hardware equipment and software systems.
-Be responsible for or coordinate with hardware and software suppliers to eliminate equipment and system failures and ensure the normal operation of the network.
—— Responsible for the safe backup of network operation customers and sales data, so as to realize the rapid recovery of data when hardware equipment and software systems fail.
2. 1.2.3 Marketing Center:
—— Report the software and hardware system failures of all departments (order department, customer service department and purchasing and supply department) in the network operation of the marketing center to the information center in time, and cooperate with the information center and the software and hardware system suppliers to eliminate the failures.
—— In accordance with the provisions of this plan, do a good job in customer service such as supply distribution, ordering and settlement after emergencies that affect customer service.
—— Cooperate with other departments to handle customer emergency services according to the provisions of this plan.
2. 1.2.4 Marketing Department:
-If the software and hardware faults of the network operating system cannot be eliminated by themselves, they can directly report to the information center.
—— Deal with the sudden demand of customers for goods according to this scheme.
—— Organize the marketing manager and the account manager to carry out the instructions issued by the "Customer Service Emergency Command Leading Group" and handle major customer service emergencies. Actively cooperate with order department, purchasing department and distribution center to deal with other customer service emergencies.
2. 1.2.5 distribution center:
-Report the failures of storage and sorting software and equipment to relevant departments in time for troubleshooting and recovery.
—— If the delivery vehicle breaks down before or on the way, it should be handled according to the provisions of this plan to ensure that the cigarette delivery work will not be delayed or minimize the delay time.
—— If the delivery work cannot be carried out normally due to sudden bad weather, and the delivery time needs to be adjusted according to the provisions of the plan, be responsible for reporting cooperation matters to relevant departments.
3. Abnormal commodity supply and demand and its treatment
3. 1 Abnormal supply and demand refers to the imbalance between supply and demand caused by the inability of commodity supply to meet the market demand or exceeding the market demand; And in the process of supply allocation, due to various reasons, it is impossible to deliver goods normally, resulting in a temporary shortage of supply.
3.2 In order to ensure the basic balance between supply and demand, the following measures are taken in view of the abnormal situation of supply and demand:
3.3 Establish and improve the supply early warning mechanism. Because the supply of goods can't meet the market demand, it is necessary to conduct market research in time. If the total supply of cigarettes can't meet the market demand, it should ask the provincial bureau (company) to increase the business flow plan in time to supplement the supply and meet the market supply; If the market supply is unbalanced due to the shortage of individual best-selling brands, retailers have great opinions, and the early transportation plan should be adjusted in time. If the brand is unsalable because of cigarette quality problems, it is necessary to contact the manufacturer in time to improve the quality of cigarettes or adjust the cigarette plan.
3.4 Due to the unexpected arrival of goods in the process of goods allocation, temporary shortage is caused, and different measures are taken according to different situations. If an industrial enterprise delays the production plan and causes a temporary shortage of supply, it should contact the permanent representative of the industrial enterprise in time to urge the supply. When necessary, the marketing center can send someone to the cigarette factory to urge the confession; If the delivery vehicle fails to arrive in time, you can contact the tobacco factory or our company's distribution center in time to arrange replacement vehicles to complete the delivery task and meet the supply in time. If a certain brand of cigarettes can't be delivered within the specified delivery cycle, it is necessary to contact the relevant manufacturers in time to increase the delivery quantity of substitute brands of this grade.
3.5 Establish the brand archives of national cigarette industrial enterprises, including the name and address of industrial enterprises, the brand, specifications, price and scale of cigarettes produced, the development prospect and planning of brands, so as to more fully select brands that meet the local market demand and determine the medium-and long-term goals of brand cultivation.
3.6 Establish a daily communication mechanism with the marketing department of cigarette industrial enterprises, and collect the communication methods of the marketing institutions of cigarette industrial enterprises (marketing directors and leaders in charge, heads of marketing departments and related personnel, heads of various regions and salesmen), so as to communicate and coordinate in time when the supply and demand of commodities are abnormal.
4. The right to interpret and modify this plan belongs to the "Customer Service Emergency Command Leading Group".
5. This scheme has been tried out since 20xx 1 month 1 day.
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